Hi all, this is my first post on here, so apologies if it's not in the right place.
We've recently changed from EE to Vivid 350 and for the first hour all was fine. Then speeds slowed right down to about 80Mbps. Our friends in India told me that an Engineer was in my street 'right now' replacing cables as there was a fault (they weren't!). Then he told me to reset the router, which did nothing. Eventually after registering a formal complaint an Engineer came out and did something to split the router to 5g and 2g so we could choose. This got the speed up to over 350 Mbps - for the first hour, then it dropped back to about 90 Mbps. He said we needed to do a hard reset, which I did, which lost the 5g and 2g, so we're back to where we were. Our Indian bods said that I needed to hard wire everything direct to the router, which seemed to be a problem to them when i asked how to hard wire an iPhone direct to the router. Since then, speeds vary between 0.02 Mbps (yes, really!) and 110 Mbps. A formal complaint again resulted in a phone call from the India 'technical' crew who said that the download is as good as its going to get and there's nothing more they can do unless I hard wire everything. They refused to send an Engineer out to fix the problem. Yes another formal complaint was lodged and I was promised a phone call within 48 hours - 5 days ago. Is this appalling Customer Service normal for Virgin? Can anybody help me try and get the download speeds fixed please? There are times when I can't even open the BBC News app on my iPad as the images won't load. Netflix, YouTube are pretty much no go areas for me now as the buffering is awful. Many thanks for your help, apologies for the long post.
Yes try connecting something with ethernet and take it from there, then at least you'll know if it's a wifi or internet issue.
You can't replace the router per se, you need to put it in modem mode (it's a modem/router) and then attach another router to it, but before you go there, try the ethernet route first so you definitely know what the issue is before spending money.
I've just looked again on Virgin community and I misunderstood your point, sorry. If I understand correctly, I keep the Virgin hub and configure it to modem - no idea how to do that but I'll cross that bridge when I come to it. Then I buy a decent router and plug it in via ethernet to the Virgin hub. Is that correct please?