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Re: Constant "no number calls" since moving to IP Telephone from landline (Home) (Resolved)
1malcolmgeorge wrote: Several Points. 1.Is there any way you can access specific pages quickly, instead of having to scroll forward or back up to 40 pages to find the one you are looking for. With a thread this size it is becoming increasingly difficult to maintain currency. 2.Chris Myers... have you seen this post headed with a big green tick 06-03-2023 13:48 Chris_Myers accepted a solution to Constant "no number calls" since moving ... 3. Finally, I have an engineer visit tomorrow to install a hub 4 as a possible resolution. What are the pros and cons of this hub compared to hub 5. Is it slower, less powerful wi-fi, cheaper. Is it as reliable, less reliable, more or less power consumption, need a bigger space, cannot cope with multiple users, The list goes on.... help please 1) Alas no, I don’t believe there is! 2) I understand that the ‘green tick’ has now been removed. It has been a long standing ‘quirk’ of the forum software that marking a post as ‘helpful’ also marks the whole thread as ‘resolved’. It’s all a bit simplistic in that it assumes that a helpful answer was also the solution to the original issue and hence it’s all fixed, move on, nothing to see here! 3) Right, the differences between the Hub 4 and 5; firstly the 5 has the ability to use WiFi 6 rather than the 4 which is limited to WiFi 5 - now almost certainly this won’t be an issue for the vast majority of people. The Hub 5 has a 2.5 Gbit ethernet port whereas the 4 doesn’t. In theory, if you are on the one gig tier, then using a hub 4 restricts a single device to at most 950 Mb/s so some have argued that they are being ‘cheated’ out of some 200 Mb/s of speed that they are paying for. It’s not an unreasonable reasonable argument but pushing the bounds a little! Other than that, the differences in size or power consumption aren’t significant. The more important thing though is this; if VM have decided to replace your hub 5 with a 4 to resolve this issue, it’s not a good look is it? Indeed it has to be seen as a tacit admission from VM that the Hub 5 isn’t ‘fit for purpose’, at least in this sense. In fact the question has be to asked, 'if, indeed they are doing this for you to resolve the issue, which, presumably they are acknowledging, then why are they not offering a general recall of the Hub 5 for everyone else in this situation’. A more cynical person that I might well think they don’t actually have any sort of policy for this and are just making it up as they go along on a case by case basis, no?865Views0likes0CommentsRe: moving home and being put into a new 18 month contract
dejannaa wrote: Exactly same thing happened to me. My contract started in August 2022 and was supposed to end in February 2024. I’ve just checked and when I moved home in February 2023, I was sent new contract and I’m tight up in another 18 months contract ending August 2024. I had so much issues with this move and spent lots of time on the phone and on the chat with totally unhelpful people. I had yodel courier “not able to find the block of flats” and after spending hours on the phone with virgin media when I was told they don’t know why new router was sent and the old one should work (it didn’t) and someone made mistake with the whole procedure, after a few days yodel delivered finally the new router and I was able to connect the internet. I have lost a few days of work because of that. Because of all that mess I totally forgot to read new contract but I was assured nothing will change from my other contract (and then I actually found out I will be paying more and there is nothing they can do about it). I will have to move houses soon due to unforeseen reasons and I am literally sick that I have to deal with all of that again. I would prefer to end the contract (and sign with other company) and even pay the outstanding amount but now it’s £600! Can someone please contact me and help to sort it out? I’m scared to call again as it takes huge amount of time and results with nothing. Firstly, I am so sorry to hear of the distress this episode has caused you, something, incidentally, which would mitigate in your favour, should you decide to escalate this issue to the Industry Ombudsman, not that this will be necessary, as I’m sure that a member of the forum team will respond in due course and offer to sort this all out seamlessly. Otherwise, they really do know where this will end and what the outcome will be; hint, not good for VM! Firstly, just so you are aware of the legality here, when you sign up, you and VM have a contract to provide a service to a particular address for a minimum of 18 months, NOT to you as an individual. So, in theory, if you move, then, tough, you still need to pay them or fork out for an early disconnection fee (EDF). However, VM have a policy, whereby if you move within the 18 month period and take your existing contract with you, and, critically, make no changes, then yes, a new 18 month contract is generated, BUT this contact should be altered to reflect the conditions of your old one, ie the end date should be changed to match the end date of your existing contract. Now for some reason, and a cynical person might think this was deliberate to try to ‘trap’ customers into paying more, or possibly, simply a case of institutional incompetence, this doesn’t seem to always happen. Apparently it requires a ‘manual’ intervention by a manger to ‘adjust’ the contract - (you know what, considering how many times this issues comes up, I’m beginning to tend to the ‘deliberate attempt to defraud customers’ .side of the argument, surely no company can be this incompetent and still be in business, can they?). But I digress, what you need to do is raise a formal complaint, and probably do it in writing to their Sunderland office, let the complaint be fobbed off and then escalate it to the industry arbitration service - and when and if that happens, then do post back on here first for further advice or how to best frame the complaint! However, none of this will be necessary, because as mentioned above, the eventual outcome won’t be good for VM so I’m sure that a forum team member will get involved (won’t you) and, mysteriously, sort it all out, something that seems to be beyond the ability of what is, laughingly, regarded as a customer services provision!1.3KViews0likes0CommentsRe: Qam wrong?
Viper-t wrote: Hi @Akua_A I know you said they will get to me ASAP. I don't know if my 6 month problem is even given any care at all at this stage it doesn't seem like vm cares less about my faulty connection, but the engineer left Friday I was supposed to be contacted that day by the relevant department who has the information history of my dropped modulations on 5 channels, now it's another week later still not contacted by vm. I think the customer service I am receiving is disgusting and non transparent. Yes I have and will make a small claims case when I receive the deadlock letter I asked for due to your terrible service and customer service, but you will still have to fix the problem or pay fines until you stop ripping off customers with the over saturated noisy network which is effecting our connection. I will also be reporting to ombudsman and ofcom to force you to now fix the faults as vm's stance and arrogance on this area noise problem is astonishing, and basically corrupt. You know of the problem you have the data all provable and you still continue to be like the American government. When is the engineer coming back to get networks to fix my fault? You do know all this time your trying to waste will be refunded as your causing my family great stress and concern in your inability to fix the fault. As I've said before this faulty connection I currently have is being paid for by my compensation you owed me for the stress you caused us the first time. Now your doing it again. I don't care if your not allowed to say the real problem, that just shows how corrupt and deceptive vm is getting now your aging infrastructure can't cope with the greed of this company. You advertised to me a package that is great for gaming and streaming games and streaming 4k at a discounted rate as I was leaving due to WhatsApp staff lying and saying I did not hand in my 30 days notice when I showed you I did. So you then give me a so called upgraded package that has been terrible from day 1 (volt gig1) in the forums everyone who has had this package has complained it is not good for any of your claims and we would like you to fix this and honor what you claim. I've showed you all relevant info showing these faults and still vm lies, passes the buck and ignores me. Is this any way to treat customers let alone very long loyal customers. I want resolution and will continue to strive for this as it is in YOUR policies to fix our problem. Yes not just mine I've showed you it's an area fault and am logging the dropped modulations daily at 4 different addresses. Help your customers!! Dropped as usual will vm do anything about this? Viper One thing I should mention is that, neither OFCOM or the Ombudsman's Service nor any Court actually have the power to make VM fix the issue if they don't want to or consider it to be too expensive to do. They can't be ordered to do so, or fined for not doing so! At the very, very best, all that can be done is VM told to pay you a reasonable amount of compensation for the inconvenience and release you from contract without penalty so you can sign up with another supplier.724Views0likes0CommentsRe: Constant "no number calls" since moving to IP Telephone from landline (Home) (Resolved)
CEEJAYTHEDEEJAY wrote: You have completely misunderstood my post. What I said was that, my mate who has the listed hardware, is not in anyway affected, and his devices are working as they should be. Therefore there may well be people out there that are not affected by the hardware changes. And you do make a very good point. What you are describing would indicate that there are subtly different ‘hardware versions’ of the Hub 5 and I would suspect that the manufacturer of them, probably isn’t subject to, well, say Apple’s level of demand for quality control and consistency from their manufacturers, so it’s not beyond possibility that there are whole batches of Hub 5s with slightly different hardware components, which on paper, are all within spec but combined….? So maybe, it’s not a case of ‘the Hub 5 doesn’t work properly with ‘xyz’ phone, ie shifts in the power output which become out of acceptable specs and triggers the ‘phantom call’; but rather, some Hub 5s which have been assembled with these components might well have ‘issues’ with some phones which themselves are a little more intolerant of variations in power levels! IF this is the case, and I’ll be the first to admit that it is all speculation, then there may not be a firmware fix for it, certainly not an easy or quick fix anyway. Well, not short of recalling Hub 5s with this particular issue and replacing them with a 4, which might be somewhat embarrassing for VM, and something they would rather not do!951Views0likes1CommentRe: Constant "no number calls" since moving to IP Telephone from landline (Home) (Resolved)
Chris_Myers wrote: So how by any stretch of the imagination does that add up to resolved? I suspect that VM’s definition of ‘resolved’ might well be to simply put their fingers in their ears, chant ‘la la la’, can’t hear you, plus push a reluctant (ideally new) forum team member over the trenches to make a post which does little other then inflame tensions. Naturally, they haven’t been given the time or couldn’t be bothered to read the thread and actually understand the issues, before wading in with a, possibly scripted, officially approved, response. Just a thought!1.1KViews0likes0CommentsRe: Virgin Media's answer to CityFibre?
cje85 wrote: Roger_Gooner wrote: I've been a cable broadband customer for a long time and there has been a number of cost-free speed increases at unpredictable intervals. We're now expecting all the Gig1 customers to get 100Mbps upload at no cost... Other than the small, insignificant 13.8% (average) price hike. Oh, now come on, we mustn’t criticise the entirely justified massive increase in prices which is entirely and understandably necessary to fund the ‘free’ speed increases as well as executive bonuses noticeable improvement in the overall quality of the customer support provision. Honestly, some people, are just never satisfied!😉11KViews1like0CommentsRe: Constant "no number calls" since moving to IP Telephone from landline (Home) (Resolved)
Chris_Myers wrote: My BT Advanced Phone (Quad) has also had its time setting altered. I hadn't look for additional problems until now - lets face it VM are having enough difficulty trying to address one problem at at time. To hope they could address two issues at once is pushing the bounds of reality too far. Still awaiting decision from ombudsman investigation. I feel that I should give an honest, personal opinion as per the Ombudsman Service. Firstly they have no power, nor, indeed does any Court to 'make' VM fix these issues. At the very best they can order VM to pay 'compensation' for the inconvenience, and that won't be a lot, or, at best, instruct VM to release you from any contact without penalty and you find another provider!989Views1like1CommentRe: Constant "no number calls" since moving to IP Telephone from landline (Home) (Resolved)
PRidgway wrote: I am never quite sure as to why people insist on 'bashing' the moderaters and reps from Virgin. They are facilitators and have a challenging role of tracking down ownership of issues within their organisation after collecting information which is often inconsistent or crossing multiple issues. The clearer the information provided to them, the easier and swifter it is for them to get to the owning part of the organisation, and the more that part has to work with. They have acknowledged there is an issue, have provided a current status, and are off trying to get some additional answers for questions posed. This is already a very long thread and comments that achieve no benefit do not help when others come here to try and catch up with what is going on. Please be considerate of all parties involved. For the issue on phones picking up the incorrect time; I too have this issue, but please follow common chat room behaviour and take it to a new thread rather than hijack this one which is focused on the no number ghost calls. Thank you to the VM Mods and extended team. Keep up the good work, and thank you for your patience with us. I suspect that the reason is simply this, VM have decided, as a company, to have the world's least competent customer services provision! And, you know, that's fine, if 'have you switched it on and off again' happens to work for the majority of issues (and, be fair it probably does), and 'we don't care' about the minority of cases - well OK, so be it. But don't be surprised if some people kick off about it! There was a time, a while ago, when the forum team here were actually chosen from the technical staff, and could really resolve issue or give good advice. The reality, now, is somewhat different, the 'forum team' are all under the 'social media' or 'marketing' departments - their brief is not so much as to offer meaningful help (VM having decided that this is better (well cheaper) done by relying on unpaid volunteers), but rather to promote and regurgitate fairly meaningless platitudes, 'thank you for reaching out', 'this is not the service we aim to provide' (well actually...), 'I see you have spoken to the 'the team', what did they advise? Why don't you already know, have no notes been taken, does VM run the worse CMS in the world?' OK, not their fault, they are what they are, which is a product of what VM have decided is the way they want to operate - fine! However, the forum team are the representatives of VM, and they have to carry the flack of any criticism - basically if they have been employed to 'stick their head above the parapet', then really they can't be too surprised when some of us, who actually do understand this stuff far better than they do, metaphorically, shoot it off! No?1KViews3likes2CommentsRe: XGS-PON Packages
For the 'legacy' DOCSIS (cable) service, there are actually very good technical reasons for the upstream speeds being far lower than the downstream, and to explain it and justify it, you'll need to understand how it works and also (alas) the history behind it*. XGS-PON, does use an entirely different underlaying technology and the above technical restrictions don't really apply. Now as @IPFreely states, how VM or their marketing department decide they want to package and sell the product(s) is another matter? They might, for example, deliberate throttle the upstream, unless you are prepared to pay a premium. And that's entirely their prerogative, don't like it, fine, don't pay and go elsewhere? Although VM will be banking on the majority of customers not being 'bothered' to go elsewhere! But, right now, it's all speculation, ultimately VM are a commercial entity and what they want to do above all else is to make the maximum amount of money, but not to the extant that their entire customer base up and leaves - in which case they make no money at all! So it's going to be a wait and see exercise. * Think where the cable technology originally came from, which is to provide video and TV services. Now these are almost entirely downstream biased, you have a lot of data coming down to your set top box (ie the video streams) but very, very little going back. DOCSIS was designed to piggy-back off of this existing setup (without breaking it), and also consider that, even now, the vast majority of domestic internet use is downloading, watching 'cat videos', etc. Even now, there is still an incentive to prioritise download provision over upload; this is slowly changing but the process is still, well, slow!2.8KViews1like5CommentsRe: Can virgin help with relocating my router into a different room
zoe6389 wrote: Hi it’s still not as good as it was when he could use a Ethernet cable Zoe. Yes VM can move the hub to a better location, ie, your son's bedroom at a cost of £25 and hence allow him to connect via a cable, which is always, always a better experience than using WiFi. The thing to consider though is this, if the Hub were to be moved, it would (probably) mean a worse WiFi performance in the room it is currently in? How much is completely impossible to say, unfortunately, until it happens, might this be a problem? So that's one alternative, another is to simply purchase (Amazon?) a long enough ethernet cable, and run it between the hub's current location and your son's room. Yes, I know, it'll look as ugly as sin, trailed through your house, thorough doorways etc, so it might not be realistic. Your call really. John2.3KViews0likes0Comments