Hi Lemly,
Thanks for your post and apologies to hear about the issues you have been having with your connection.
Checking your account, I can see all is looking well with the Hub in terms of power levels, uptime and time outs. There is the fault open that is affecting you though. The details of that are here:
- Fault reference number: F008781345
- Estimated fix time: 29 SEP 2021 12:00
- Description: Status report || You might find that these services are intermittent at the moment: Virgin Fibre, Interactive TV, Catch Up TV, TV On Demand TiVo® or V6 home menu. We are sorry and working hard to resolve this for you.
I have made a note of this on your account so the relevant teams are aware you are affected. To make the most of your connection, plug in through a wired connection where possible. These hints and tips will help keep the WiFi as optimised as possible too.
In terms of the upgrade, if you wish, you can always downgrade the speed back to where it was if you would prefer. To do this, speak to the team on 0345 454 1111. As pointed out above, you can also raise a complaint by clicking HERE.
If there is anything else we can do, let us know.
Thanks,