on 17-12-2021 11:30
My experience with Virgin Media has been absolutely abysmal.
Never consistently received the minimum speeds we were promised, have had countless days without Wi-Fi due to “intermittent connectivity issues” and can’t even book an engineer without having to wait 24 hours - sometimes even weeks.
The customer service team are by far the worst I’ve ever had the misfortune of speaking to and they’re clearly trained to just get customers off the phone quickly.
I’ve been offered a free upgrade to the M500 broadband after I asked to cancel my contract and the adviser has told me this will solve my connection issues (despite the fact I’ve never managed to get 350mbps on my current 350 plan…)
Is upgrading to this plan going to solve anything at all, or is it just a desperate attempt to keep me as a customer?
Hoping for any help at all, as I’ve tried everything over the past 3 months and have made zero progress.
on 17-12-2021 14:21
Please post your power levels, Pre and PostRS errors and Network log. Also setup a BQM here www.thinkbroadband.com/ping to record the state of your circuit. Once done we can comment. Copy and paste the information, do not use screenshots thanks.
As for upgrading, don't. Wait until your existing circuit is working as expected.
As an aside, I've been with NTL/VM for many, many years and have had very few problems with the Broadband. However I do use Modem mode and my own networking kit.
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on 17-12-2021 15:27
on 17-12-2021 16:19
I have the broadband monitor set up here - I’ve had this set up since joining and have shared in a previous thread. I will try to do the below request this evening and share once done.
thanks
17-12-2021 21:49 - edited 17-12-2021 21:50
The BQM shows that there are very serious problems with your local network connection.
Ring 0800 561 0061 to check if there is a known issue. If not you will need to phone for a technician visit to attempt a repair.
on 18-12-2021 15:16
18-12-2021 15:31 - edited 18-12-2021 15:31
Err
The BQM has changed completely since I commented on it. At that time it was showing a continued connection but with heavy packet loss.
It's looking at a different connection now.
on 20-12-2021 15:43
Hello @gseb27,
Welcome back! Thanks for posting.
I am sorry to see that you are not happy with us.
Have you spoken to us regarding this? Or are you still needing help?
Many thanks,
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