Intermittent broadband and WIFI since 24th October 2024
Our (and our neighbours) broadband and wifi has been intermittent and far below the speed (7mbps) we are paying for when it does work since 24th October. Virgin keep sending SMS saying they have fixed the issue when they clearly haven't. When I check the issue status on myvirginmedia, the fix date continually slides and there is no detail about what the actual issue is or why it is taking so long to rectify. I rely on my internet connection as I work from home. I have had to resort to buying extra data with my mobile provider as Virgin aren't providing a reliable service, this is also causing massive inconvenience with everything from our house alarm to our EV charger and lighting as it all works through wifi. I raised a formal complaint C-10112499 days ago. At what point can I leave the contract with virgin, penalty free? What proof do I need to provide ?No internet since installing Hub 5; customer service refusing to help
Upgraded to 1gb internet and received a new hub. Installed on Friday morning following the instructions included. No service since then (now 3 days later). Called VM who said there is a fault on their end and they will investigate and fix it. Later used the WhatsApp chat to speak with another agent who said the hub is faulty. Engineer scheduled for three days later. Refused to order a new hub. Refused to provide a dongle or internet via o2 to provide temporary access. Refused to attempt trouble shooting and asked me how they can fix the problem. Advised VM that household has a vulnerable person who is dependent on internet for emergency communication, they seemed not to care and said wait until Monday. Advised VM that I need to work from home and they’ve already caused three days of lost earnings, they said they will compensate me £1.36. Have now been waiting for them to connect me to o2 for 5 hours to try and get emergency internet access via a phone hotspot on my account. Have exhausted my other network data packages using a hotspot. Took many hours of pleading with customer support for them to even attempt basic troubleshooting by asking for my MAC address to check the hub status. Agents then disconnect the chat and refuse further assistance.
Needs help resetting Pods
Hi there, I recently upgraded my Wi-Fi from 500mbs to 1gbs. So, they sent me a new hub5 to replace my hub3. And so, my Wi-Fi pods now need reset so that they can work with the new hub. Simple enough you would imagine. However, this is virgin. Twice now I have been told (once through the phone line, and once through WhatsApp) that I will get an engineer call me back within 24 hours. But I was lied to both times, and no one called back. Does anyone have a clue how to get these Wi-Fi pods to work with my new hub? Also, I'm paying for 1gbs, but my speeds are more like 650mbs, on my hub3 my speeds world usually be around 560mbs. So, it's not really much faster at all.Hub 5 Router Wi-fi inconsistent and unstable.......Don't take it!
Hi all and VM, Posted the below on Friday 21st Oct on an existing thread. Now starting my own to hopefully get a response from VM Found this post while searching for answers to why my Hub 5 is so terrible! I'm surprised by some of the responses on here - seems ridiculous to issue a new piece of hardware to the public and not make it clear that the Hub 5 is still in development. I upgraded to 1gb/Hub 5 only a few weeks ago and the wifi signal has been terrible ever since. As an example, I have Samsung s21 and while sitting only 1.5m from the hub I'm often receiving download speed of just 29mbps............diabolical service and surely in breach of contract. As a comparison, if I connect my laptop via an ethernet cable I'm getting around 850mbps. When I call VM last week they agreed to send a Intelligent Wi-fi pod which I plugged in last night..........initially I was getting very high wifi speeds on my phone, around 800mbps but today this has dropped back to 30mbps. There seems no logical reason for this especially when you consider that my son had his PS4 connected via wifi last night but today its not connected. When I was upgrading to 1gb I did ask for a Hub 4 (because I had previously been refused a Hub5), I now, after reading this thread, wished I pressed for a Hub 4. I currently have an open complaint with VM and await a return call regarding the complaint. I have also have 'engineers' monitoring my line (allegedly) and await a call back later today (allegedly) in an attempt to resolve the problems. It's ridiculous to suggest I should go and buy a 3rd party router and turn my state of the art Hub 5 into a modem. Absolutely pathetic. If VM on this forum can please reach out to me before I lose the will to live and ditch Virgin once and for all, that would be great. I look forward to some sound, technological advice from a competent engineer to a CS assistant (as I've had to date). Update:- Well, surprise surprise...........the VM engineer didnt phone me last night as promised by the call handler. So, to date:- 1. I'm waiting for a manager to call me regarding my complaint (7days ago.......lost track if I'm honest). 2. I'm waiting on an engineer to call me at 2030 to fault find the poor wifi problem (14hrs ago) Wifi download speed continues to be as inconsistent as the Tory government.............speed test today shows I can download at 865mbps, which is great and where it should be. So why was I only downloading at 29mbps less than 24hrs ago. Nothing has changed in my home - no additional electronic devices causing interference, no other gadgets downloading................the inconsistency is baffling and, to me, suggests its a fault with the router, but I'm not an expert - hence why I need VM to pull their finger out and contact me. I know everyone on this topic has issues with their hub but has anyone had similar issues to me? TIA