Hello Yes that should be possible With regards to getting this sorted, there is a way you can contact our team other than the Live chat or call route. I'd suggest the best thing to do would be to contact the team via the text message service. Their contact number is 07533051809. The team will then be back in touch! I hope this helps
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I am a serving Field Technician at Virgin however all responses on here are based on my experiences in the field alone and my own equipment at home and should be taken as such
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I have phoned VM and, after a long wait, got through to a very helpful lady. I started off b saying that I wanted to leave VM but she persuaded me to try some new equipment.
She has arranged for me to upgrade my router via the self install method. I explained that the internet connection was continually dropping for a brief period. I also informed her though I was, supposedly, on 200 mb/s but that the VM speed test regularly give results something close to the following:
Ping 50 -150
Upload speeds 1 - 3 Mb/s
Download speeds 12 - 15 Mb/s
No matter how many times I reset the router or get VM to do tests that is what I always get. I also pointed out that Zoom and Microsoft Teams both drop out a reconnect every 30 seconds or so.
I pointed out that there has been a long period of network problems in the area so it may be that my VM equipment has no relevance to the problems I am experiencing.
I also queried the problematic TV connection through my very old TIVO box. The picture when watching a TV channel is not too bad but recorded TV play back is dreadful. The picture is, at best awful, with large amounts of colorful blocking and there is repeated buffering. Catch-up rarely works.
The result is that VM is sending me a replacement router for self installation and they have arranged for an engineer to call and check, what they called, an set top box input problem. She resolutely refused to send me out a replacement V6 box but insisted on an engineer visit.
I used to be impressed with VM but not any longer.
A Virgin M engineer called and found that the signal strength was poor for the internet and not too good for the TV.
He checked my new Hub 3 and pronounced it OK. I now get a ping of around 15 ms, a download speed of around 140 mbps and an upload speed of around 20 mbps. The internet is now steady and I no longer suffer often, brief drop-outs as I did before.
The Tivo was was found to be in a poor state with a failing hard drive so he said that he would order a replacement V6 box.
He escalated the signal problem to another team and they arrived an hour later to investigate the wiring in our block of retirement homes (built 1999). The declared the wiring as old and poor and stripped out most of the connection boxes and installed new equipment. So I am now a little more optimistic.