I have had the following fault since I joined virgin in july F007274945. The broadband drops out and constantly sits at 30mbps download and not 200 which I'm paying for. I get nowhere when I phone. Sat waiting for over 1 hour then told that the are working on it. But everytime the date comes around that they say it will be fixed by I receive another text extending the deadline. Just a fob off in my opinion and they cant be bothered trying to rectify the fault.
Any help would be greatfully received as the customer service from virgin is appalling
Hi, Chris, can you post your Virgin Hub down & upstream results from 192.168.0.1 (don't sign in) and selecting "CheckRouter Status" Then copying the results from the Down and Upstream so we can see what the results are. Also, have you been told exactly what that fault ID is? Is it an SNR or something else?
I have checked the back end and there seems to be a fault affecting you, the reference is F007274945 the estimated fix date is 04 DEC 2019 15:00
Hopefully once fixed the issues will be fixed, You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then in the meantime.
Sometimes the fix times can be extended, that is why we do estimate them. There is a lot of factors that can cause this unfortunately. I can assure you the team will be working hard to get that fixed for you.
It has been extended 18 times. Are you telling me that the engineers are that poor that it takes over 4 months to fix it or are you telling me that the job has not really been attended to yet so yet another extension is applied. The latter gets my vote.
So please can you explain exactly what this fault is as no one seems to know which tells me the job has not been attended to.
You are suffering with low SNR, This is signal to noise ratio. Unfortunately with this issue it can be hard to pin point exactly what is causing it and this is when the estimated fix times are extended, we are aware of the issue and our tech teams will be working hard to get it resolved.