Complaints being closed without resolution.
I've had several complaints open about a (now 6 month ongoing!) issue with broadband intermittency for many hours a day. After finally getting it through that it's not a Wi-Fi issue, that the engineers who have visited have confirmed it's an issue at VM's end, and that the issue is indeed still happening I'll get an email stating: "We have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you. We didn’t want to delay things, so we’ve gone ahead and offered a proposed resolution. We’ve looked into it and here’s what we found: Thank you for your response. Here’s a summary of the complaint outcome and what we propose as a resolution: Upon reviewing your account, we see that our team tried contacting you but couldn't get through to you. We have now prioritized this, please expect a call to help you with the technical issues you have been facing in the next 24 to 48 hours time. Take care!." This clearly states that someone attempted to contact me - they did not as I have 0 missed calls, 0 unread text messages and 0 emails from them to the contact details against the complaint. It also states that my issue has been prioritized, and that someone will call within the next 24-48h. This also doesn't happen, so I reply to the email asking why someone didn't call, only for the same process to repeat. After a few back and forths all with the same outcome, someone has now closed my case as a duplicate. This is gaming the system to close the case and prevent my follow-up emails from re-opening the case and therefore protecting their precious SLA numbers. Why am I being lied to repeatedly? Surely this is a breach of contract? Additionally - when I last checked my open complaints in the My Virgin Media area of your website - someone else's contact details are logged along with another complaint that I didn't raise! What can I do? I appear to be totally out of options other than taking formal legal action.How to connect Cat6 cables in 1 room to Hub5 in another
Hi, I'm currently nearing the end of a home renovation project where we've had a utility room built, featuring a cupboard that I've asked the builders to run Cat6 cables to. These cat6 cables connect to ports in rooms of the house which will allow us to have a hardwired connection to various devices. Currently our Hub5 sits in our lounge next door to the utility room. What would be the best way to connect the cat6 cables to the Hub5? Can I use a wireless router, linked to a network switch for the cables to plug into in the utility room, and connect the router to the Hub5 wirelessly if I put the Hub5 in modem mode? Would this work or is there a better solution? Many thanks!Poor internet connection when camera connected to network
Hi all, I am using a Hub 5 in modem mode. The modem is connected to a Unifi dream router, this in turn is connected to a switch and a camera is connected to that powered by poe. Now the problem is, I've noticed over the past couple of weeks that the camera although permanently online switches between a Excellent and Poor connection experience. I've tried the following things with no joy: plugging the camera directly into the router I've replaced cables I've removed custom firewall rules I've tried hard resetting the camera I've rebooted the router Given the camera fixed IP address The unifi network health during this time looks fine, nothing untoward. I then turned my focus on the modem and have been examining the Network logs. I've noticed these critical entries over the past few days. Do these mean anything to anyone? Any help would be greatly appreciated. 16 consecutive T3 timeouts while trying to range on upstream channel 8;CM-MAC=9c:24:72:4c:4f:83;CMTS-MAC=00:01:5c:83:84:51;CM-QOS=1.1;CM-VER=3.1; Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=9c:24:72:4c:4f:83;CMTS-MAC=00:01:5c:83:84:51;CM-QOS=1.1;CM-VER=3.1; SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=9c:24:72:4c:4f:83;CMTS-MAC=00:01:5c:83:84:51;CM-QOS=1.1;CM-VER=3.1; BenNew address not on Virgin Postcode Checker
Hello All I am about to move address and have been with Virgin for years. The new address does not exist on Virgin Medias check my availability function. Normally even if you can't get Virgin media your address still appears on the system which is where I think the issue lies. Had a look around the street and it looks like there are fibre lines laid down. There are around 100 addresses on the street in question and for some reason house numbers 1 - 21 (missing 22) 23 randomly 37 appear on the address checker and all have virgin media services available. 37 is less than 6 meters across the road from the address I am moving to. The estate is not a new build estate. It's been there for 30 years and I find it difficult to believe that when installing the fibre lines they just stopped halfway up the street. I have tried to contact customer service and all they did was try to cancel my account without actually listening to what the issue was and the question I was asking. If there is an admin or advisor or anyone who has had the same problem and had it resolved or at least looked at that can give any info I would greatly appreciate it.Loss of service and rescheduled engineer visits without reason (part 2)
I've got an existing thread but no one is replying to it: https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Loss-of-service-and-rescheduled-engineer-visits-without-reason/m-p/5595663#M273253 I have been private messaging with Lee_R but now I can't message them any more because i've reached the limit of private messages (why is this even a thing!?) Can some please assist? The level of communication by Virgin Media has been disappointing. It seems like no one is taking ownership, despite being told on multiple occasions that my case is on "high priority" after me having to call. Nearly 2 months without service (and still getting billed) and I still get promised that it will be fixed. What is going on!? 😠
Google Wifi Drops Each Time Broadband Drops
I've used Google Nest Wifi for many years with my current Virign Media router (in modem mode), but I have noticed through this time that when my broadband connection drops it also makes my local wifi connection turn off too. In my mind the way it should work (and I am sure I have observed other home networks operating this way) is that the home lan (wifi and wired) operate independantly of the internet connection. Why would a user still not be able to continue to use local LAN resources (via wifi and wired) just because the gateway has stopped working. How do people who use things like plex (via a local wifi connection) continue to do so locally? I have home automation like Hubitat and Home Assistant that are wired into my lan. When my broadband connection fails these continue to work fine on the LAN but when the broadband drops my wifi drops and I cannot even see a wifi connection is even present. Its very frustrating, if I wish to access my hubs or network locations on my network to administer them I have to connect a wired connection to my laptop into my switch in order to do so. I'm not 100% sure but I think external and local ought to operate independently, or at least local wifi should continue to operate like the local wired lan does and continue to be able to utilise local resources like shared folders etc? Welcome others thoughts and experiences My setup is as follows 1 Google Wifi Access point in my house with the virigin broadband router in modem mode connected to it in one port, the other port connects to my lan/switch. I have a wired network that goes out to my office with another Google Wifi router connected to it via cable. I have 3 Google Wifi wireless pods around the house. These work fine with only an occasional reboot when they show they have a weak signal. My network operates on 192.168.86.X The Router LAN Address is set to 192.168.86.1 I can recreate the problem just by turning the power off to the Virgin router (in modem mode), as soon as I do this all wifi connections drop. A simple example of the issue I have having is if I am using WIFI fine but pull the plug on the virgin router (in modem mode) all wifi devices across my network fall off the wifi - all wired devices continue to work fine. Thanks
