on 26-08-2021 14:43
Hi I’m currently in an argument with VM just now. I’m being told If I change my hub 4 to modem mode VM won’t support my connection as I’m using third party devices. I don’t see what the issue is when using modem mode. I shouldn’t be forced to use your Wi-Fi and dhcp etc. So because of this im not getting any support, passed to countless amount of staff members etc… any advice ? Other than using router mode please
on 26-08-2021 14:48
It'll all depend on what you need help with. Firstly, of course modem mode is supported although some of the diagnostic tools VM use doesn't appear to work properly in this mode, the customer services people are probably referring to, for example, if you called up regarding a wifi issue, they wouldn't be able to help you or even suggest anything as that'll be down to your own equipment.
Even in modem mode, you can expect support for the cable connection itself and the hub up to the point where it connects to your own router - after that it';s not their problem.
on 26-08-2021 15:01
No I completely get that, but when you call in and explain you have internet drops and poor connections they keep asking going on about WiFi this and do I have boosters we will send some out. Then you explain you have your own AP and they don’t want to know.
i don’t think it’s a lot to ask for support in VM gear. I don’t want them involved in my Wi-Fi that I installed as that’s my full time job.
on 26-08-2021 15:14
There's reasons to believe that VM don't support router mode either, judging by some of the experience reported here. As a broad rule any telephone encounter with VM stands a fair chance of ending with the customer being disconnected, fobbed off, or told complete nonsense.
However this forum is usually a small glimmer of light in the otherwise dystopian gloom of Virgin Media's customer experience, so do you have a problem, and can we assist you with that?
on 26-08-2021 15:28
I do have an issue, I’ve raised it and still not had much of a response.
I’m currently getting random drop outs, no internet access, 30-60 seconds later it’s working again, sometimes longer .
So far from different advisors and btw still not further forward.
2 advisors said they don’t support modem mode
2 advisors says I need Wi-Fi boosters
1 advisor said I need an engineer but then transfers me away
1 advisor said there is an outage in my area even tho the app says no issues
26-08-2021 15:34 - edited 26-08-2021 15:36
Forget advisors - best advice wil be on here.
You havent said....
Are the issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables (other than the AP)?
If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection related?
Also what AP is it?
on 26-08-2021 15:39
Well that’s the issue, I haven’t mentioned Wi-Fi to any of them. I’ve explained that I use modem mode with with own network gear.
I know from experience never mention WiFi to service advisors due to the complexities surrounding it. But I clearly explained that our connection drops are apparent with wired connections.
on 26-08-2021 15:54
26-08-2021 15:59 - edited 26-08-2021 16:03
I can see why they don't support modem mode with another router but they should support a PC to the hub in modem mode.
Your router could be the problem so test with a PC to the hub in modem mode and a new Ethernet cable but then you got the problem of is your NIC failing or the hubs ports something VM don't really think about.
on 26-08-2021 16:29
My issue is I don’t care about from the modem to my unifi USG, that’s not the issue for the drop out. The drops are from their side to my hub4 they provide.
They don’t want to listen to someone else. Even when I try to explain my background 🤣