HUB 5 DOES NOT WORK INTERMITTENT INTERNET

[Jonah2985]

Upgraded to 350 speed and was told I needed volt package with new hub 5

it has never worked even after two visits from technicians

one saying internal cables needed replacing and today now cables in road need to be replaced in 4 weeks time!

I had hub 3 with 125 speed worked perfectly but virgins recommendations DONT WORK!

[Joseph_B]

Hey @Jonah2985,

Sorry to hear this, I would like to go about looking into this with you further to see what we can do to help speed this along, for me to do so I will need to confirm some information from you in a private message.

Joe

[Joseph_B]

Hey @Jonah2985,

Glad we could go about having that private chat to look into your query, as per out chat do let us know if there is anything further we can do or if you have any updates.

Joe

[Jonah2985]

I will be in touch if the cable pull planned for 13th October doesn’t improve the fault of intermittent internet

[Vinegar · Accepted solution]

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@Jonah2985 wrote:

Upgraded to 350 speed and was told I needed volt package with new hub 5

it has never worked even after two visits from technicians

one saying internal cables needed replacing and today now cables in road need to be replaced in 4 weeks time!

I had hub 3 with 125 speed worked perfectly but virgins recommendations DONT WORK!

---

There is all sorts of things here which just don’t make any sense at all.

Firstly, you had a Hub 3 on the 125 Mb/s tier and it all worked perfectly yes? You wanted to upgrade to the 350 Mb/s tier and were told that you needed to sign up for a ‘Volt’ contract and get a Hub 5, is that correct?

Because if it is, and there aren't any other conditions which you haven’t mentioned, that was a complete lie! The Hub 3 is more than capable of supporting the 350 Mb/s speed, and Volt is only applicable if you also have an O2 SIM for your mobile phone - and even then the benefits are a little dubious anyway/

So right now, do you still have the original Hub 3 or a new 5? I do fear you are being given the run around regarding new internal and/or external cables.

[Jonah2985]

I have today RECEIVED a call from Wakki in Mauritius

i have to say that it put a smile on my face 

it made me feel like the customer to Virgin of 15 years again wanted and appreciated!

this is world class service now

at long last

please acknowledge him and make him feel special 

he deserves it!

[Jonah2985]

I repeat all I asked for is the increase in speed!

!I keep repeating this!

I have since found out after speaking to these people

Prima

Mathew

Andrew

Jake

Louisa

Oliver

Tony

Wakki

Lisa

that yes Hub 5 is getting you ready for the 1 gig speed

i will never need this speed!

Oh and also when you ask for new hub you will get Hub 5 cause they aren’t supporting earlier hub

Basically it’s not the agents fault it all comes down to training! Communication should be consistent saying the same thing!

And

I know about the cable pull and they may or not

do it !

That doesn’t work either!

Had similar experience with another property in same neighbourhood.

Fortunately I kept area managers tel no from that

problem

l left him voicemail the other day

He did return my call saying he would listen to the voicemail and get back to me.

He has not!

I still have hub 5 but am promised hub 3 tomorrow

So it’s in the lap of the gods!

Will anything be better when hub 3 goes back in?

[Jonah2985]

Also

whats gonna happen when tel lines go over to fibre?

whatever is going on now doesn’t work!

when phones don’t work what happens then?

I personally have two vulnerable people in my house when they need help I need a phone that works to contact emergency services

not one that is intermittent!

I will be pleased to listen to anyone that knows how that is going to be put right!

I know I sound a bit gloomy but

trust me when you need to make a call

everything needs to be working!

I am sure there are plenty of other people in my situation wondering the same thing?!?!

[MOD EDIT: Please refrain from double posting and wait for a member of the Forum Team to reply. Future posts may be deleted]

[Jonah2985]

Jo

has the volt speed increase been applied to the account?

[David_Bn]

Good Afternoon @Jonah2985, thanks for coming back to our Community Forums

If you're able to check out the envelope in the top right hand corner for a private message from me, I'll be able to look into this for you and guide you further

Thanks,

David_Bn