Major Connection Issues Hub 5x
My VM connection completely dropped off on Monday 24th around 5pm. It was very intermittent since, coming on and off, tried shutting the hub down and restarting. I'm on a Hub 5x the XGSPON line. Resetting to factory settings (which would temporarily restore service at a decent speed only to drop to being poor soon after). Initially in my VM app it showed they could see a fault in the area and that we could book an engineer. Later on this disappeared, saying no faults in the area. We tried calling VM, which was futile as they constantly drop the call after a robot message. I left it overnight, to Tuesday 25th. The connection is intermittent, or running very slow anyway. Plugging anything into the ethernet port, my houses switch, doesn't work, none of the device wired throughout the house work. I tried through a unfi UCG gateway, which shows 100% packet loss. But connecting to the VM hubs wifi, gives an intermittent though poor speed connection. I contacted VM in the evening and get through to someone, who runs me through the usual tests, and says they can't see an issue on the line after checking with level 2 support, annoyingly, running samknows, it was apparently showing full speed to the hub and to my mobile....yet it was struggling to load a basic Google search. But now day 3, 26th, same problem. Still a poor connection, nothing connected to the hub via wire works, e.g. my network switch and any devices wired to it dont seem to work when i try via cable, trying the UCG gateway sends signal to a wireless AP, which sometimes connects and sometimes doesn't, or connects without Internet or very poor speeds. I'm not sure what the issue, and VM seem useless. Another guy on the phone prior had said it would resolve by yesterday evening as they were aware of issues, which was clearly not true just to get us off the phone. The guy I had spoke to from the technical team said I was the first person he'd spoke to on the day about having intermittent or poor connection issues. Advice on what it could be, whether hub, connection or what else to get would be appreciated. Observations Hub light has stayed white, not changed to anything else. Even when reset, it stayed white. Hub also is in normal router mode, no changes there. Can only get some level of service when connected to VM hub wifi, though poor speeds Ethernet Wired devices, like connecting a switch to it, does not work, and also seems to cause connection issues for the devices connected to the hub on wifi Unifi Gateway when connected, shows 100% packet loss from the Hub, SamKnows tests apparently show normal speeds to the hub and to my mobile, but it cant load a google page sometimes.... Other wired devices I have tried, at times give an error "Error obtaining IP" or something similar Resetting the hub to factory settings, briefly kicks things to working sometimes, not everything, and then quickly diminishes to poor service again. Even when connected to the VM hub now, as long as the connection is stable, it shows I am getting half my usual speed on tests, but is behaving way slower, e.g. could be showing 60-70mbps, bit still struggling to buffer 1080p youtube videos at times etc. Things tried: Restarting Hub Resetting to factory settings Plugging devices on the ethernet ports, the ports work, but devices like those through a switch get no internet, or give "connected without internet" error. Called VM, they had me do all the same, also reset things from their end. I hear the Hub 5 had some sort of issues with DHCP, or devices being assigned IPs, could this be something similar? Thank you.Continual Installation Cancellations
I've taken out a contract with Virgin Media for TV Broadband and mobile (Nov 2023). Installation of TV and Broadband was due at the beginning of December. The sim for the mobile arrived first week of December and is in use. It costs me £25 per month (rather than £6 on my previous Sky sim) and is part of a bundle deal, I didn't want the mobile sim but it is a requisite of the bundle so it's active and in use. The TV and Broadband installation has been put back 6 times and is currently committed for the 24th Feb 2024, nearly 3 months late already. From reading the forums here, I see this is nothing compared to delays up to 1year! I've spent many hours on frustrating calls with the pre-installation team who promise the next date and then of course it doesn't transpire. Each time I have to roll on another month with my previous provider (Sky) to have TV available for my family and Broadband for my business at home. I'm out of contract with them so they are charging me £100 more than I was previously paying per month. I spoke to Anna in the pre-installation team during my last cancellation (prior to two I've just received today) who was very transparent. She told me in her experience this date (even if committed) is not fixed and may well keep getting moved back. She's told me it could be up to 6 months in her honest experience. Whilst I appreciate her honesty, I'm very disappointed with every other Virgin representative who I've had to go through this nightmare install with. They have continually assured me my installation will be completed by each extended date. Reading the forums I now see this is very common. My situation now is, I'm stuck with both hiked-up out-of-contract costs with Sky, plus an expensive sim that I never needed but had to take, with no clear end to this in sight. On top of this, I've been told by Virgin I can not be helped in terms of any compensation for not only the extra expenses I've incurred through no fault of my own, or time lost dealing with difficult and inconsistent customer services as I'm not technically an active account – even though the mobile part of the package has been active since December. It sounds like I'm locked into this nightmare in the hope the next install date is honoured. I've got no idea what to do. Apparently, a complaint has been raised and I might be able to request compensation IF I ever get this activated! I was due a call back from the complaints department within 72 hours, 2 weeks later I'm still waiting and have just received two further cancellations. This latest cancellation was two days before the most recent install was due. How is any of this fair or reasonable? It sounds like it is a case of continuing like this for many months or cutting my losses, with £250 down the drain (so far) – thanks Virgin. I'd at least appreciate the callback from the complaints department as I was promised, I've got a complaint Ref no ready.WiFi connection dropping
Hoping someone can help. I have the Gig1 broadband, and speeds are really good in most of the house. However in my bedroom and the upstairs office, I keep having the connection drop, which isn't ideal when I'm trying to work. I've used the app to test speeds - sometimes it's fine, other times it can't pick up a signal and just tells me to try again later. This has been going on for the best part of a year, I can't get through to support - it just takes me in circles back to FAQs, and because when the app does pick up the good signal, it's obviously saying I don't need a pod to help with it. I am now at a complete loss and don't know where to turn. Any advice would be gratefully received.