To an extent I'm going to suggest dealing with your broadband issues in the broadband board here - others in there (and the WiFi section) are more familiar with that side and can help more. Although there is some truth in the third party router idea.
On the TV bit... can you explain a little more about the sound issue. Is this affecting live TV, OnDemand, recorded programmes? If live TV, any particular channel(s)?
How is your 360 connected - are we talking HDMI direct to your TV, or any AV kit?
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I have replaced my BT router and TV box with Virgin and have changed nothing else. With the BT setup all worked well and I’m starting to regret the switch.
I connect the TV (Samsung flagship) via HDMI directly. I have a Bose 650 connected via optic which drops sound. I have reverted to TV speakers and sound still drops. I have tried a beer HDMI cable and the sound still drops. I have reset the V360 and the sound still drops.
sound drops regardless of source channel, e.g. ITV, ITV HD, BT Sport, etc.
as for the internet, both via cable and Wi-Fi the performance is awful. What makes it worse is the patronising technical support people saying the computer says no.
I’ve reset, reset, reset. Advice to use 3rd party router is fine if Virgin are to cover the cost, as I’d expect theirs to work further than 10ft.
What makes this worse is that I know what I’m doing where this technology and networking is concerned. And, in my career, if I had treated my customers as I am being treated I wouldn’t have had a career.
The service status shows as ok, the problems continue and now I’m starting to question why I’m investing so much time trying to fix a service that’s clearly faulty, be it within the Virgin network or the equipment supplied.
Hi, and apologies if I have incorrectly associated you with Virgin Media.
I really appreciate you taking some time to try and offer assistance. The steps you have suggested, I have already taken but it's always good to have a second opinion. What I'm looking for is Virgin Media to take ownership of the issues and address them. I firmly believe the router they have supplied is faulty and I'm looking for a replacement. As for the sound drops, I guess this could be a faulty v360 box or a firmware issue that may be addressed in a future update. I say this ass there are many people on social media complaining of the same issue.
Welcome to the Community Forums! Thanks for your first post.
I am truly sorry to hear you've been having a few issues with our services since they were recently installed, and if our team have come across as rude and unhelpful. It's not the first impression we wanted to have at all, and we'd love to turn this around.
So I've been able to locate your account, and can't see any red flags as such and no reported area outages, but if you are describing an issue with intermittent sound on your TV box, my first thoughts would be to send an engineer to take a look. I've gone ahead and arranged the next available engineer appointment for you and asked for them to check both the broadband and the TV service.
To view your appointment time slot, please do head over to your My Virgin Media account under the 'my orders and appointments' section (your time slot can also be rearranged from there if needed).
We'd love to hear back from you to see how the appointment went, so please do pop back once the engineer has been to let us know how things are and if you do need anything else.