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RBoisclair
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Refund

So we are paying for a super fast broadband speed £42 per month but not getting this. 
made Virgin going to refund? We have had slow internet since March this year and recently been told there is a problem - 

 

Refund please! You are quick to take the cash! 

MikeRobbo
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Alessandro Volta
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Re: Refund

You need to show that you are getting slow broadband.

How are you connecting your device, Wi-Fi or ethernet cable ?

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some more troubleshooting; to start with …

 

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you should post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again. Use one post for each tab if you wish. Please do not use screen grabs.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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RBoisclair
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Re: Refund

I have pictures stating limited access - good internet signal. Should be excellent. 
Instead of offering any help or calling me Virgin told me they would send an engineer but it would cost me £150!!! Are you kidding me - 

I am really losing patience and am going to start seeking legal advice.

If a customer didn’t pay their bill on time Virgin would be on the line straight away or if I cancelled my direct debit, Virgin would be charging me left right and centre but as soon as Virgin breach their contract terms, we hear nothing! They just carry on taking the money and ignoring letters of complaints 

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MikeRobbo
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Alessandro Volta
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Re: Refund

You can either phone in (08:00 is the best time) or wait on here for a few days until one of the VM Forum Staff comes along.


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Alex_RM
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Forum Team
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Re: Refund

Hi RBoisclair,

 

Thanks for posting and sorry to hear you're having some issue with the connection.

 

If an engineer visit is needed there wouldn't be a charge, so I'm unsure where the £150 is coming from- sorry for any confusion. 

 

Is the issue you're having on a wired or wireless connection?

 

I've been able to locate your account using your forum details and can see some of the hubs downstream levels are out of specification. Can you please reboot he hub so I can check them again?

 

Alex_Rm

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