New customer, constant disconnects
I’ve been having issues with my Hub5. It randomly disconnects at night for 5 minutes intermittently for the past 3 days. My internet goes down for about 5 minutes, then returns, then goes down again. Very annoying for streaming or online play. I’ve had errors ranging from “No Maintenance Broadcasts for Ranging opportunities received” to “DBC-ACK not received” to “SYNC Timing Synchronization failure” to “No Ranging Response received”. I have the network logs, and setting a BQM will just illustrate my downtimes as mentioned above. I also get 800mbps on an Ethernet connected device, when I should be getting <1gb as it’s a paid service. Is this a Hub issue? Im seriously considering returning everything and the service and switching providers or something. This headache is not something I signed up for. Im in the GU2 area if that makes any difference. Am I entitled for compensation here? I’m not even going to try calling…I can’t stand that bot you have triaging customer serviceNetworking and WIFI Pods setup complaint
Right then, this has been a bit of a kerfuffle with Virgin Media, hasn't it? To make matters worse, I also work from home, and these ongoing issues have been directly impacting my ability to do my job effectively. On top of that, I've had to book time off work for engineer visits and to deal with these issues over the phone, and yet things still aren't being resolved. **we have previously used TP-Link Deco mesh networking, however we found that our £300 wifi setup didn't play well with the virgin equipment, and considering that wifi maxx is part of our plan i feel like we shouldn't have to buy third party equipment to use the network especially when as said its fully part of our plan. So, I'm reaching out here hoping someone can lend a hand. This all kicked off last month when my contract was nearing its end. Upon contacting retentions, I was offered the exact same package at three times the price, which I naturally declined. However, it seems a call centre agent went ahead and processed it anyway without my agreement. On the plus side, during that call, I did request a black WiFi Pod to replace one of my white Plume pods (and was told to call back for another once it arrived) and also a replacement hub, as we've been experiencing intermittent WiFi dropouts after power cuts, to rectify this we have to log into the GUI, and physically turn on the wifi almost as if the configuration was being reset. Understandably, I rang back rather frustrated and was put through to retentions again. This time, they offered me my original deal at a much more agreeable price, which I accepted. However, the advisor neglected to mention that agreeing to this new contract would cancel any pending orders on my account. at some point between this and my next call i got an email saying we are sorry to see you go and that they were sending me a returns kit for all my equipment. To make matters worse, this new contract wasn't applied to my account, and I was still being charged £90. Cue another round of calls and complaints which was difficult to get through to as all these ajustments on my account made it to where if i rang from my mobile number all i would get is the payment line telling me i owed them £290 and wouldnt connect me untill payment was made. so to sort this i litterally had to use my mates phone and bodge it through as the telecoms systems wont connect you if you 141 your number, which genuinely wasted about twelve hours of my time over three days! Eventually, they did manage to get the correct deal on my account. At this point, I was assured that despite all the previous issues, a Service Request Order (SRO) would be raised for an engineer to visit and for two black WiFi Pods to be ordered. We need these black pods for networking purposes as we have Ethernet in every room due to thick concrete walls, and we intend to wire them in. he also made several adjustments to my bill, as they had also neglected to tell me about paying a month forward which felt like them trying to scam me so i didn't accept the charged. The engineer who came was great and did improve our speeds on the gigabit line by replacing some cabling and a junction box. However, it hasn't resolved the WiFi issues. He mentioned he had the WiFi pods but not the power cables due to a shortage of equipment and that I would need to contact Virgin Media again to get them sorted. So, I waited until the 14th and got in touch. I spoke to support and requested the two black pods again. The advisor informed me that she could raise another SRO and get one black pod sent out, and I would need to wait until the first one arrived before calling back for the second. The package arrived today in a smaller box than expected, and you've probably guessed it – they've sent me another white pod! So now I have three single-port white WiFi pods that won't relay the signal, and I can't daisy-chain them into my network and a hub 5 that is reseting its self on power loss.... Could someone please help me sort this out? It seems like every time a request is made, there's a mix-up somewhere along the line, and it's now directly impacting my ability to work from home and costing me time off work to try and get it fixed. The virgin phone tree system also needs looking at as its genuinly next to impossible to get through to anyone i needed. [TLDR] Dealing with Virgin Media has been a frustrating and time-consuming experience, starting with an incorrect contract and leading to repeated errors with WiFi pod orders. Despite numerous calls, wasted time, and even taking time off work for an engineer visit, I'm now stuck with three incorrect white WiFi pods that don't meet my networking needs. I urgently need assistance in getting the correct black WiFi pods so I can resolve my ongoing WiFi issues, which are impacting my ability to work from home.The worse experience
Where do I even start... For the last two months, we have had continuous issues with our internet, which has been going down numerous times a day. We have contact Virgin support over 30 times to resolve the issue, they have sent out 3 engineers who have all said we need new wiring and they have opened a 'job' for this to be done and someone will be in contact (No one has ever contacted us to arrange this). After a prolonged back and forth over these two months, we demanded a refund due to no service. We have been informed that we are not expected to pay until the resolution is found. We thought great, at least we were getting somewhere, but again, after weeks of having virtually no internet, we have now had our broadband suspended for no payment. To top it off, to access our account, we need a memorable password which the support team told us we would receive in the post. When it came, the password was blank . We call and call to be met with no resolution, I think at this point my contact number is Virgins contact line. I don't believe we have had such a bad experience in our lives when it comes to a provider, is anyone else having similar problems with Virgin?Blueyonder email account compromised
Today it seems scammers from Nigeria accessed my fathers blueyonder email account. I deduce this from the mail hedder containing: X-Originating-IP: 102.88.111.43 I am wondering if there has been any large scale hack of blueyonder data? or anyone knows of a substantial number of similar issues lately? I am a long way away so trying to give my dad support remotely, and have just completed a full system scan of his computer but cannot detect any virus/mallware/spyware active. I also cannot contact blueyonder on his behalf via email, which is annoying... Any information / support would be appriciatedWifi Dropping out consistently
Morning all, My virgin media hub keeps on loosing connection and packet loss frequently to the point where most of my family now turns off Internet to use mobile data as it is much more reliable. You could get a good couple of hours of Internet usage before hours upon hours of downtime and frequent disconnects making gaming and using streaming services impossible. We are using our hub 3.0 (I belive) in modem mode with a synology router and mesh for the WiFi to fix the issue we had using the hub 3.0 itself. When we experiance signal drops, the synology is still transmitting the WiFi however, the Internet is no longer available with the hub wepbage showing the below screenshot. Any help will be appreciated as this is making us think of switching service providers Case 1: https://www.thinkbroadband.com/broadband/monitoring/quality/share/5a4914da4a54b99202b856e6ec4d8b4908b23405-04-11-2024 Case 2 https://www.thinkbroadband.com/broadband/monitoring/quality/share/2eecf34b13d22a61f5b53b71e203a1c495e4a7c2-11-11-2024 Case 3 https://www.thinkbroadband.com/broadband/monitoring/quality/share/8c0dc4e509cfab335b72d5da8c57ca7a098e3bb4-12-11-2024 Case 4 https://www.thinkbroadband.com/broadband/monitoring/quality/share/e3e2be5a648e8e9cc0853b9fdb7b551c735a4ec3-13-11-2024 Live feed https://www.thinkbroadband.com/broadband/monitoring/quality/share/f62b01a474ad387b9c85db08a9477d74172c228fhow to get a complaint dealt with and connection fixed without the need to get ofccom involved
So i have been with virign on this package 15 months now and its due to end i the new year , i have had zero issues that whole time. then as of two days ago my internet has become unsuable, theres no chnages on my side or in my living situation. as a vulnerable customer with health issues and also a student i need my connection for my studies and personal health reasons. i have tried to get this resolved yesterday but the agent was so unhelpful did nothing to fix the issues and was more interested in trying to get me to upgrade my package and buy wifi boosters. im not happy and day 3 without a working internet which i am paying for and as i says has worked this whole time without issues. they always claim everything is working on their end and your just left with a broken service whilst they still gladdy take your money. So virgin media how do i get this sorted form somone high up in your team or is it a case of taking this up with offcom and just quitting virgin for good as you are failing to provide me a fit for purpose service. i will say you can't get anywhere with complaints via customer service agents as they just fobb you off and try and upsell you. Why would i pay more money when the service isn't even working. So your making the service fail to get me to pay more so you're breaking my contract we had in place. its very convenient this close to my contract coming to an end all of a sudden im getting issues. If someone from virgin can get in touch to get this resolved please i would appreciate this as i need my connection for study and it's day 3 here i need to get on with my work or i will fail to meet my deadlines for study. thank you and i look forward to a resolutionUpgrade & 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.
SuperHub 3.0 - Faulty Power Supply
Hello, I woke up this morning to discover that there was no power to my SuperHub 3.0 modem/router. After trying a few times to get it to switch on, I had no luck and so decided to change the fuse on the power adapter, however when I plugged it in to the plug socket, there was a spark at the plug end, so I quickly unplugged it again. I had a spare 12v power adapter with the correct barrel connector on it, so tried this and the modem/router powered up normally and is now connected. I have tried to contact customer support regarding getting a replacement power adapter, however they do not understand the issue and keep giving me the run-around about how my wifi signal might be bad and that I may need to move the router (???). The modem/router itself is working just fine with my own power adapter, I just need a replacement. I was hoping someone on here could understand the issue more, and possibly help me with getting a replacement. Thanks, DavidNo internet since signing up to virgin - Abysmal customer service!
Hi, I am a new customer to Virgin and hoping someone from Virgin can assist as so far no one has a handle on my problems. Since receiving my ‘quick start’ router, there’s nothing QuickStart about it!! I’ve had no service and no one seems competent enough to get me up and running. Customer services are all based overseas and extremely poor/unhelpful. Also no one from complaints team UK is calling me back to give me any form of update. I’m at the end of my tether and going insane over this! I just want is someone at Virgin to take ownership of the issue and rectify/resolve it urgently! I am being as patient as I can but a customer really should have to keep calling through and speaking to customer services advisors and managers based overseas who clearly read off scripts! It’s day 7 of no internet now, what has been tried you might ask? 1) customer services resending the hit/signal 2) 4x different technicians have been sent to my home several times now and customer services just keep sending them out to do the same checks expecting them to fix the issue. They have swapped out the router/hub 5 times (all previous routers have been deleted off my account, one added each time, automatic and manual hits/activation attempted). All physical items and cabling has been checked multiple times by the techs (pit, signal, cabling, isolation point, router). The techs say it is 100% an account or activations issue. They say they can do no more for me and have escalated the case to their manager who has escalated it to the ‘Field Complaints Manager’ I’ve requested a manager that is dealing with the issue call me everyday now and I’ve not received one call from them! The technicians say they’re not allowed or able to give out their numbers… 3) My account has been reconstructed - routers deleted and then re-added one by one to no avail. 4) The original Hub3 I was sent just kept flashing blue or white I believe, hub4 just flashing blue or white too, same with the hub5 I have no idea what is going on at Virgin as no one competent from any team (customer service, 2nd line/technical, IT, Complaints/Cancellations, accounts, sales) seems to have a handle on the issue or calling me to discuss the problem! I am losing my mind having to chase everyday and getting nothing back! If by any chance anyone on here can help me on here I would be forever grateful. I’ve completely lost trust in Virgin and their customer service is absolutely awful, like talking to a brick wall! If by chance anyone from complaints or management sees this post my complaint reference is C-1406241327. Please do call me I can’t be without internet any longer!!!