I realise that due to pandemic certain services are stretched etc however just recently the service I’m receiving from Virgin is awful. Broadband constantly dipping in and out, streaming films from NOW or Netflix always buffering or losing connection. Kids home learning forever being disrupted and I’m paying for the top 200mb package.
Actually getting through to someone is a joke. On hold for 60 mins and then line cuts out. Online service status useless and always states everything fine. Complaint lodged online with a request for a call back but no one answers it and then the icing on the cake is that I receive an email stating my bill’s increasing next month despite only 4 months ago promising me no further price rises for 18 months.
I’ve tried every avenue listed on their website to try and speak to a Virgin representative but failed. Anyone got any other options in how to contact someone from Virgin. Not sure what’s happening over there but the service I’ve been receiving from them recently is certainly not what they’re advertising.
What speeds do you get at >> SamKnows << with a direct connection using a Cat 5E or better ethernet cable between the Hub in Router Mode and a 1Gbs capable Pc/Mac/Chromebook and no other devices connected ?
Then immediately after …
Can you Login to the Hub Settings and navigate to the Connected Devices page - what is the reported 'connection speed’ for the ethernet cable connected device you used for the speed test ?
If possible 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.
Please post a 'Live Link' to your BQM on here straight away.
Instructions for posting BQM Live 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.
Yes I probably could. However what would be the point because my issue is that I am unable to speak to anybody at Virgin to discuss the issues that I keep having? Do you know of any way to contact them outside of the usual phone, email and useless techbot? I’ve tried them all and had no luck. Phone message states ‘due to pandemic we have had to close some of our call centres’. It would appear that they’ve closed most of them because looking on this community page I’m not the only one struggling to get hold of someone.