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?
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.
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.