Upgrade & customer support what is the point?
My recent encounter with Virginmedia has left me deeply disappointed and frustrated. As a customer eagerly awaiting an upgrade to my internet service, I was met with incompetence, rudeness, and an utter lack of empathy from their customer service team. The saga began when I received a notification that my internet was due for an upgrade on April 30, 2024. Excited at the prospect of faster speeds and better connectivity, I eagerly awaited the promised enhancement. However, as the date approached, I realized that my internet had not been upgraded as promised. Concerned, I reached out to Virgin Media customer service for assistance. Little did I know that this would be the start of an incredibly frustrating and disheartening experience. Upon connecting with a representative, I was met with an unhelpful and dismissive attitude. Despite explaining my situation clearly, I was met with nothing but scripted responses and robotic repetitions. It became apparent that the individual on the other end of the line was simply reading from a script, devoid of any genuine concern for my issue. To make matters worse, when I inquired about the delay in the upgrade, I was informed that it would take a staggering 15 working days for the process to be completed. This was in direct contradiction to the initial notification I had received, causing further confusion and frustration. What truly astounded me, however, was the blatant rudeness displayed by the customer service representative. Instead of offering assistance or attempting to resolve the issue, they adopted a condescending tone and seemed more interested in getting me off the line than addressing my concerns. It's disheartening to see a company prioritize scripted responses over genuine customer care. As someone who relies heavily on internet connectivity for both work and personal use, this experience has not only inconvenienced me but also tarnished my perception of virgin media. In conclusion, my experience with Virginamedia customer service was nothing short of appalling. From their lack of transparency regarding the upgrade process to their rude and dismissive attitude, they have failed miserably in providing satisfactory support to their customers. I sincerely hope that they take steps to improve their customer service practices, as no one should have to endure such treatment.Hub 3 stuck on ‘updating’ following upgrade?
Hello there, Posting for some help with an issue with our wifi. Our package with virgin is in my mothers name and recently she was called up about upgrading, something she did and we then immediately called up to reverse as the price she was quoted on the phone was incorrect and the real price was much higher. Anyways, we cancelled the upgrade and figured that was that, only to have a new hub arrive a few days later. We figured it would have been cancelled as it wasn’t even posted by the time we fixed the contract issue. We figured it’d just need to be returned and didn’t have a chance to call up about it. Skip ahead to now, around 5 days since then and the wifi is completely down, I cannot test the wifi for issues on the website and trying to log into the modem gets me on a updating screen. Virgin app is claiming the wifi should be at 1gb now. My best educated guess this is why the wifi is down and stuck on updating because it thinks it should be on the new router? Am I completely wrong here? Should I have just installed the new router or have I been correct in leaving it in the box. No request to return either modem has been made by virgin so I’m unsure. My mother doesn’t know how to use forums hense why I’m asking. I’m totally lost.
New Hub 5; no internet connection
Received a new Hub 5. Disconnected my hub 4, plugged in the new Hub after making all the connections and waiting for the lights to stop flashing and got the dreaded "no internet connection" warning on my devices. Rang the connection number, tapped 1, waited an hour. No change. Luckily I reconnected the old hub and it still works. I need internet to work. Any suggestions?The new black WiFi Pods: how do I upgrade the pods I have to the black ones?
So recently I've found out that the old white WiFi pods don't offer WiFi 6 unfortunately, and I currently have 3 of them in the house. They do work fine with my new Hub 5 but of course only with WiFi 5. Hopefully these new pods will extend the range and boost the speed upstairs where it is most lacking. Could a mod help me with this please? Thanks.