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New Router????

Magnesium2024
Joining in

Hi,

I have called customer service a few times to get a new router as my current one doesnt allow some devices to connect, when i call i go through the technical checks, get told i need a router and to wait 3-5 days and nothing appears, when i call back i am told "ohh the previous person didnt order it right" and i go through the whole process again.

 

Can someone from here provide help???

5 REPLIES 5

jbrennand
Very Insightful Person
Very Insightful Person

Does it display the same issues on ethernet cable connected devices - or is it just wifi? If so... what devices specifically are struggling - and what Hub model is it?

If your Hub isnt working properly then the first thing to do is to call it in a fault and see what they say when they check your connection.

Or is that what you have been doing ?

If so, You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Magnesium2024
Joining in

Hi,

Could someone from Virgin Media customer care / complaints team please get in touch with me ASAP, i have been calling your customer service teams now for 4 weeks trying to get a new router and everytime im told ill get a new one sent out i call to see where it is and the work order "hasnt been raised" at last count ive made around 30 calls to try and get this resolved (albeit like 5-8 were dropped calls when the phone line went dead).

Thanks

Awful service. Do consider raising a formal complaint (the link is below). Also keep similar posts to one thread. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Tudor
Very Insightful Person
Very Insightful Person

Why do you need a new hub? They are not normally sent out if you have a fault, it usually involves a technician’s visit.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Hi there @Magnesium2024 

Thank you so much for your post and welcome back to the forums. 

As we are still currently in a PM discussing another issue I'll be happy to look into this with you as well there.

I'll pop you a message again just so you are aware I'm happy to look into this with you 😊