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Router issues

theghost
Tuning in

2 weeks ago

I was onto support over a week ago as broadband disconnected around 22.00 pm I waited till the following morning the 22nd April to phone and complain as it was still off at 9am.

finally got through to another team helper he ran the usual test router restarted twice

he said you have a old router it has lots of faults and you need a new one, I have ordered you one and will receive it in 3/4 days and HE HUNG UP ON ME.
Still waiting 7 days later so called in this morning to find out if what why, 

spoke to a lady this morning and explaining the above. she said there nothing wrong with your router and there is nothing on the notes so you are NOT entitled to a new one, if I want one it will be £25. So I said the previous ( support helper) gentleman had lied to me. She replied yes and said there is no notes stating he had. 
TYPICAL Virgin getting worse and they wonder why people leave. 

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6 REPLIES 6

RT123
On our wavelength

2 weeks ago

Unfortunately poor customer service from VM is not uncommon. 

What router do you currently have?

If you are still experiencing any issues with your connection, could you provide the router logs please - go to  http://192.168.0.1 (or http://192.168.100.1) if in modern mode and post the downstream, upstream and network logs. When posting, there will be an error once but the second time it will allow you to post.

Setting up a BQM would also be useful: https://www.thinkbroadband.com/broadband/monitoring/quality

I do not work for VM, just trying to help!
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theghost
Tuning in
In response to RT123

2 weeks ago

It the V3. Not in modem mode 

been a while since been into router setting and it has changed cannot see the upstream downstream or network logs I used to a couple of years ago when gaming as had to set up some port forwarding but can’t see logs now ? 

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theghost
Tuning in

2 weeks ago

Found them now to try to add them 

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theghost
Tuning in
In response to RT123

2 weeks ago

down.jpgup.jpg

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theghost
Tuning in
In response to theghost

2 weeks ago

network log.jpgnetwork log 

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RT123
On our wavelength

2 weeks ago

I’m surprised the rep you spoke to offered an upgrade  - AFAIK the Hub4/5 are only offered to Gig1 customers.


The RCS Partial Service errors indicate an issue between your house and the local cabinet.

 

You can wait a few days for the forum team to respond or contact Virgin on X (@VirginMedia) or Facebook.

I do not work for VM, just trying to help!
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