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RBoisclair
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Poor Internet Connection and Service

So I have been trying to get my internet speed resolved since May! I called about 4 times and once was on hold for 3hrs....when they hung up on me. 

Our internet speed is shocking. Virgin say there is nothing wrong with it but if you check the other internet speed checkers they say it is poor. It drops in and out all day and things take forever to load up. I have tried everything and even tried to get in touch with your technical team but, got cut off both times. We pay £42 a month for a service YOU promised to supply, and you are breaching your contract terms. I am fed up with complaining - sent probably 13 complaint emails and nothing back.  

I want to know what you are going to do now before I seek legal advice? nobody has even called me back - just nothing! 

Your company has got too big. You push deals for new customers but give NOTHING to existing customers - zero. 

I want to cancel but cant because I cant get through to anyone and you say you will charge us however, YOU are not supplying the service that YOU have promised and listed in the contract - so sorry Virgin - this problem is at your door not ours. 

SORT IT 

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MikeRobbo
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Message 2 of 7
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Re: Poor Internet Connection and Service

How are you testing Wi-Fi or ethernet cable connected device ?


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
Hetty_R
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Re: Poor Internet Connection and Service

Hi RBoisclair, 

 

Welcome to our community forums!

 

I am really sorry to hear you've been having on going issues with your broadband.

 

We are more than happy to see what we can do to help you on here, please can you confirm what speeds you get on a wired and wireless connection? 

 

If you haven't already we would also ask you to check all the cables are secure and perform a factory pin hole reset on your hub. 



Look forward to hearing from you, 

Hetty

 

Hetty_R
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RBoisclair
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Re: Poor Internet Connection and Service

Hi there

I have tried Both. I have reset it as well numerous times 

😞

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RBoisclair
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Re: Poor Internet Connection and Service

Already checked cables - reset lots of times. I downloaded the Vodafone app to check internet and when I am in the kitchen literally 3 feet away it says no internet but also says someone else is logged into my settings? 

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Jodi_S
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Re: Poor Internet Connection and Service

Thanks for coming back to us RBoisclair,

 

We appreciate you trying the diagnostics for us. Remotely looking from the details you have provided for your community profile we can see that you do have a Downstream power level issue which we will need to get a technician to attend for you.

 

I have booked you in an appointment for this and you can view the time and date here through your online Virgin Media account. You can reschedule or cancel the appointment if its no longer required.

 

Kind regards Jodi

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RBoisclair
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Re: Poor Internet Connection and Service

 

25/01/2021 09:18:17Warning!LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 05:53:24criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 04:41:52noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
22/01/2021 04:41:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 22:14:18criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 16:41:52noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
18/01/2021 16:41:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 16:50:19criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 04:41:52noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
15/01/2021 04:41:52ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
12/01/2021 16:10:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 22:51:59noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
11/01/2021 22:51:59ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
10/01/2021 13:13:44criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
09/01/2021 00:10:25noticeSW download Successful - Via NMS
09/01/2021 00:08:38noticeSW Download INIT - Via NMS
07/01/2021 22:36:13criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 21:32:9noticeDHCP Renew - lease parameters tftp file-cmreg-vmdg505-bbt060-b.cm modified;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
07/01/2021 21:32:9ErrorDHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
04/01/2021 17:21:54criticalNo Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
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