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Bob49
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i need to book an engineer

broadband been on and off for two weeks now, been phoning helpline for hrs at a time, get cut off, told they have no knowledge on the hub 4 etc.

tried online chat , guy just said i cant help and then told me his shift was over then left the chat.

this conversation i have copied and pasted to a text file to send off as a complaint against the so called helpline.

normally after getting through to the helpline i get an email asking how they have done for feed back purposes, weirdly not this time, so i cant post my complaint.

im ready to jack it all and get rid of virgin media , after 20 yrs or so.

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MikeRobbo
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Alessandro Volta
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Re: i need to book an engineer

A bit more information is required, please post the following ...

Please do this before posting the Hub Data

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.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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MikeRobbo
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Alessandro Volta
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Re: i need to book an engineer

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Hub 4 When the page appears LOG IN then Advanced Settings > Tools > Network Status.

Please do not use screen shots.

Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again.

Use one post for each tab if you wish.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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TrueVerdict
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On our wavelength
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Helpful Answer

Re: i need to book an engineer

yikes sounds like you are having a tough time. I know from experience the front line faults team have no training in the hub 4 - the 2nd line faults team do this. I would definitely raise a complaint about the onlinechat thats pretty whack i would be kicking off if they did that to me.

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If you find my responses help or amuse you in any way, please cheer me up and give me some Kudos - - - - Services: Hub3 500mb speedtest.net result 22 Jan 2021 = 550mb down / 36mb up Ping 12