Virgin Media Community

[Andyhamlett82]

Hi guys, 

need some assistance. I have raised a complaint regarding my BB services and heard nothing back in 5 weeks. 
I am classed on the virgin system as a critical worker and have the home works package. 
I fluctuate in speeds between zero and 6mb hardwired in. 
I can’t get another engineer out - had 3 in two weeks and I now can’t get any further assistance with my complaint. 

anyone had any luck with escalations or advice on how I can take this further. 

[Emma_C]

Hi Andyhamlett82, 

Thanks for your post and welcome to our community. 

I am really sorry you're having some issues with the services at the moment, this isn't good. 

I have had a look into things from here and I can't see any issues and everything is within spec, but I can see that the hub has been up for a while. 

Would you be able to reboot the hub and switch it back on after five minutes please? Also please ensure the hub is in the upright position in an open space. 

Would you be able to post screen shots of the results you're getting on both a Wi-Fi and wired speed test? 

Keep us posted.

[Andyhamlett82]

Hi Emma, 

when you mean a while how long do you think? Considering it was replaced by an engineer 2 days ago? So can’t be that long?! 
currently getting 14mb hard wired and 3mb wirelessly. 

what about my complaint - 

C3012201031

when am I going to hear from someone? 

[Emma_C]

Oh, I see. It is showing as being up longer than that from here. 

Can you advise if you have the hub in modem mode? 

Can you please do the reboot for five minutes as well and we'll see if that changes, if it doesn't we'll need you to take the hub out of modem mode and do it again. 
 

[Andyhamlett82]

Why would it need to be on modem mode? 
rebooted and it took nearly 20 mins to resync. 

wirelessly getting 80mb.

what about my complaint? 

[legacy1]

Setup a BQM post the live link
https://www.thinkbroadband.com/broadband/monitoring/quality

Your speed in router mode or modem mode should not make a difference but if you can test modem mode you get a new IP and see how that goes with a speed test.