Moving router to upstairs at the back of the house.
Hi We have recently purchased a property with the old owners using virgin before, we went with virgin media, I got the home install kit just to get it online asap whilst we decided what rooms will be what. I would now like the router moving to my office at the back of the house upstairs, the router is currently in the living room at the front of the house downstairs. I would like to book an engineer out to carry out this move and then test all the lines to make sure we are getting the correct speeds, as we use this for working from home and gaming so we need it the best it can be! Thank you MatthewHow to install virgin to bring into the house?
Hi I ordered a virgin media but I can’t use it as I need a wall socket. We just redecorated the house so worried the cable will be visiable? How they do it? From the house I will see the cable? I don’t mean from the wall socket to the hub. My question from the entry of the house to reaching the socket? Thank you.Hub3: The route(r) of all my problems
My old, perfectly working (but overheating, allegedly) Hub3 was recently replaced with another one of the same. (received August 2nd). Since then however, I have been unable to connect any of my Google Home smart devices. Two clock displays and an outdoor cam. Of the 14 days which have elapsed, I have literally been dealing with Google Support by email on at least 10 of those days. But we're getting nowhere fast. So much so, they are now at the point of offering me a credit for the online Google Store for the inconvenience. But I digress... All of my Google smart devices were working absolutely fine and have been for years. Until now. So, my question is: Are there any changes need to be made to the default settings of my Hub3 router? I do not recall making any specific changes in the past. But I find it extremely odd and frustrating that all was well until I received this new replacement Hub3. Seems to me to be where the problem(s) lie. I tried contacting VM Support initially by chat before coming on here, but I was immediately given a phone number for the Gadget Support Team which I believe is a pay service and I have no intention of doing that. I simply want to know if there's anything obvious I need to change in the Hub3 config. Please help!? You are my last hope before I am forced to ditch all Goggle Home smart devices and replace them with alternatives. (and hope that I do not face similar issues with those). Thanks in advance.Internet drop off
Hi all, New here as I've only just had my VM hub 5 installed this morning. I have been connected to the internet all day since install this morning, and now from 3pm onwards it has been flashing red, flashing white and ive had no internet at all. My question is, is this normal after a new install? Is there a period where this happens and then sorts itself out or should I be worried about an issue. Any help or information would be greatly appreciated. ThanksEmbarrassingly slow speed
My internet speed the last few weeks has been incredibly slow compared to what it was before. Typically I have been able to break at least 50mb/s on my computer but as of the last few weeks I can barely break 20mb/s with occasional dips to <10mb/s for considerable periods of time. I have gone through each step typically recommended on the status check website including: resetting the router, changing position and re-plugging. I've even tried alternative methods like changing my DNS IP on the computer to see if that was the issue but to no avail. If anyone could please look into my router for me I would really appreciate it. I can provide the name account holder and additional details if needed. I will also confirm that this is not an issue with my computer as the Wi-Fi is also very slow even when I'm right next to the router. FYI I use an ethernet cable. Mod Edit : Image removedUpgrade not honoured and now the only option is to disconnect - how bizarre
On Saturday 16th August I received an offer to upgrade speed from m350 to m500 for £3 per month extra. I am fairly new to Virgin and apart from a really rocky start and poor customer service, the service has been fine. I was tempted by the offer for an extra £3 so hit the button. A few minutes later received a customer order confirmation with all the correct details including that it wouldn’t impact the current contract I was in. Great! the following day I received a text message asking me to check the pre contract documentation and approve them. Having looked at the documentation the service had jumped from £59.99 to £139.24 and a brand new 24 month contract. Not at all what i had signed up for or approved. So I didn’t hit the approve button and tried to contact the help line. Shortly after I received further documentation welcoming me to the new service and the new £139.24 price tag for something that was offered at £3 more. after an hour on the phone, I’ve been promised a call back as the retention team said i was left with only two options. To either accept rolling credit which would bring the cost back to £59.99 BUT I would be entering a new contract of 24 months which I definitely did not want given the price hikes they were showing on their documentation come Oct next year. The 2nd option was to offer thirty days notice to cancel and terminate the contract and the services. I only clicked on the link to upgrade based on the offer and here I am now being forced to leave - how bizarre. I have a customer reference number showing the details I had asked for and yet this can’t be honoured. can anyone on here help at all? I don’t want to leave, I certainly don’t want to pay double the amount I was paying simply for moving up a speed which was on an offer and I definitely don’t want to enter another contract. Loosing the will to live with the customer service.Missing power adaptor for ONU box
I recently ordered VM and have the hub delivered today. I have an optical outlet in the wall that goes to the ONU box which then connects to the hub with the supplied coax cable. i am missing the power supply for the white ONU box, and not sure what spec the replacement one should be? I have also had to order a new fiber optic cable from the outlet to the ONU box. hopefully this will allow me to get started once I have all these. thanks2 Months of Dropouts in NW London - Still No Fix & Tired of VM’s Excuses!
Consistent internet drop-outs in NW London for over 2 months now. I’ve called customer support more than 15 times throughout this period and every single time they just ask me to check the service status. It always shows “Broadband issue in your area” with an estimated repair time that keeps getting pushed back again and again for 2 months. This false hope is frustrating and unacceptable! On top of that, I can never get an engineer visit because they keep playing the same game. They’ll say there’s an intermittent issue in the area and ask me to wait 24 hours before booking an engineer. Just before the 24 hours ends, they update the status to say “all fine now” so I can’t book anyone. Soon after, the internet drops again and the whole cycle repeats. It feels extremely sneaky and designed to stop customers from ever getting an engineer. I’ve also called the support line over 10 times in this period. The latest was on 13th Aug when their CS agent (Ben, sounds Philippines) promised me the issue would be resolved by 15th Aug and that he would personally call me with an update or book an engineer. No call was made, no update was given!!!! This shows the problem runs across the organisation. I am really disappointed and on the verge of breaking the contract and moving to another provider. If VM try to charge me any early disconnection fee, I will fight this. I’ve recorded all my calls and kept screenshots of the repeated false promises since early July. Please fix this and get to the bottom of it. Send an engineer to my house and check the cabinet or whatever is causing the problem. Stop giving the same line that “you’re working hard to fix this” - more than 2 months is not hard enough!Extending connectivity across circuits
Hi. We have had an extension built and power in the new part of the house is on a different circuit different consumer unit/fuse box. I’m looking to move my study into a room in the new bit but the WiFi is not completely reliable (maybe due to being on the other side of the old external double skin wall). What’s the best way for me to do this? I have some dlink plugs to put Ethernet over the mains, but as it’s a different circuit this doesn’t work… and a long Ethernet cable down the corridor isn’t ideal (I have a Hub5). Many thanks Dan
