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‘Customer Service’

brentrobbo
Dialled in

I’m on the 1gb service with a hub 4 and have been having intermittent loss of service for several weeks, often at 1740 for about 15 minutes. There was then a complete loss of internet access from midnight for 4 hours and then many dropouts one morning whist (trying to) WFH. (As monitored by NetUptimeMonitor)

After finally getting to speak to someone from technical support, this is a rough summary:

TS: Has it rained recently where you are? (Ably demonstrating a problem with offshore staff)

A: Pretty much daily for 2 months. Why would there be a regular loss of service at 1740? Nothing happens in the house at that time.

TS: Your hub seems to have been moved. I can see it’s picking up a lot of electrical interference.

A: It’s been in the same place since an engineer put the line in years ago.

TS: This interference will stop your WiFi.

A: Nothing is nearby to cause interference. Would the interference you can see affect a desktop plugged in to the hub?

TS: No. 

A: Then why does that lose internet access when WiFi devices do?

TS: I’ll send someone to look at the wires outside your house. (No one has arrived.)

There was more to this exchange which seemed to be governed by a script rather than any technical insight but I lost track of the advisor’s lack of logical thinking. There has since been a ‘factory reset’ of the hub.  I hope this works.

2 REPLIES 2

brentrobbo
Dialled in

No one has arrived to ‘look at the wires’ and so, after many years, I have decided to leave. This morning I received a phone call, confirming drop outs in my area which had now been fixed. When I commented that I was unaware of this I was asked why I was not checking the Virgin app. I explained that in an area with very poor phone signal I used WiFi calling and relied upon internet connection…

It was then that I was told that I could have had an offer to stay. Too late!

I made the point a number of years ago that Virgin is a communications company that has problems communicating. I shall see if the grass is greener elsewhere, only thanks to poor support and a failure to notify customers when problems arise.  It should not be the customer who has got to try to discover where there are issues.

carl_pearce
Wise owl

Unfortunately you wouldn't have gotten a response from the VM team in this section of the forum.