Virgin Media Discussion Thread

Faded said:
So now I'm all setup with the 350M packages and have been sent the Hub3 (Was still using the 2 up until recently)

The Hub seems to be terrible though, internet is slowing down at times and a few devices randomly lose connection.
Has anyone else experienced this and can offer any advice?
I've seen suggestions such as changing the wifi channels, splitting the 2G and 5G channels and even getting your own router and using the hub in modem mode.

Thanks for any suggestions.
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If you want decent Wi-fi then you will probably have to go down the SH3 in Modern Mode and 3rd party router route.:)

Problem is this will cost money. The best bet is either Ubiquiti stuff or Asus or other router.

I've got an Asus AC86U and WiFi is excellent throughout my 3 storey house with solid brick walls. You can get them off the bay for less than £100.
 
TonyM19 said:
Considering leaving VM after about 20 years. Just getting a bit too expensive for what we use it for and ongoing issues with wifi signals. One of the things that's holding me back is losing my email address. My understanding is that they will keep it open for 90 days is that correct? I don't know if I can face transferring 20 years of email contacts/passwords etc. Is there any sort of switching service for this? Is there a way to back up my current emails to use with whatever provider i move to?
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You're never going to be able to transfer to a new email address in 90 days - there will be stuff linked to it that you only touch once a year and forget about.

Get a new email address with Gmail/whoever and then get a retention deal with Virgin. Have Gmail pick up your Virgin email and label it so you know that you have to go and update the account. Eventually the messages with the labels will stop arriving.
 
on phone now with virgin, the wait time is atrocious. 38 mins on hold till first person picked up and now still on hold as they pass me to disconnections, been over 1 hour 8 mins so far and still counting.

edit: 1 hour 33mins and still going.
 
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MartinPrince said:
If you want decent Wi-fi then you will probably have to go down the SH3 in Modern Mode and 3rd party router route.:)
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Thanks mate, and thanks for the router recommendation.

For now, I have split the 2G and 5G networks and connected the devices to them accordingly. I've also changed my wifi channel as I noticed a lot of local networks on the same channel that I was running on. I will see how this goes over the next few days and if there is no improvement I will look into the routers.

Does anyone else have router recommendations?
 
Faded said:
Thanks mate, and thanks for the router recommendation.

For now, I have split the 2G and 5G networks and connected the devices to them accordingly. I've also changed my wifi channel as I noticed a lot of local networks on the same channel that I was running on. I will see how this goes over the next few days and if there is no improvement I will look into the routers.

Does anyone else have router recommendations?
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i use super hub3 and my old superhub 2ac along with a unifi ac pro and a power apn and a nanostation loco m2.

with the super hubs i use dfs channels on 5ghz. no one is using them since you have to manually do it and i dont think many people tinker with it. use a wifi analyzer app to scan and see what channels are least used.
 
Faded said:
Thanks mate, and thanks for the router recommendation.

For now, I have split the 2G and 5G networks and connected the devices to them accordingly. I've also changed my wifi channel as I noticed a lot of local networks on the same channel that I was running on. I will see how this goes over the next few days and if there is no improvement I will look into the routers.

Does anyone else have router recommendations?
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Yes, it is good to check what channels are being used in your area periodically. My 2.4Ghz used to be best on 11 but checked recently and the closest folks in proximity are also on that so I had to move to 6. The same with my 5Ghz; noticed I was not getting normal ~350Mb over WiFi, checked and saw that Channel 36 was now being used by several folks nearby so moved up to the free channel 56 and was back to maximum WiFi throughput.
 
Cyber-Mav said:
1 hour 40 mins wait, they offered me £39 a month for the 350meg. disconnection booked.
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Did you not notice you rang on a Sunday? It’s the day you will find the lowest headcount in all departments - that’s true of the three ISP’s I’ve worked for/with over the years, heck until the last few years some of them didn’t even open customer relations on a Sunday. Chuck in the current lockdown situation and headcount for everyone is down and queues up. I will say that Sky seem to have done better moving staff to WFH from what I can tell, but it’s subjective depending on role/department/personal circumstances. Still, at least you got sorted :)
 
Avalon said:
Regardless of if you move ISP or not, move your email to either your own hosted domain or gmail etc. No reason to still use ISP mail or remain with one because you don’t wish to loose it.
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Fair comment. I think I've been with them for closer to 30 years. I still have a blueyonder.co.uk email address. Gmail and the like weren't about at the time, but you're right it's time to sort it out
 
Caged said:
You're never going to be able to transfer to a new email address in 90 days - there will be stuff linked to it that you only touch once a year and forget about.

Get a new email address with Gmail/whoever and then get a retention deal with Virgin. Have Gmail pick up your Virgin email and label it so you know that you have to go and update the account. Eventually the messages with the labels will stop arriving.
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Great idea. Thanks.
 
Quick check - anyone on here using an Asus router successfully with their hub in modem mode? A friend bought one (Rt-ax82u I think is what she got) and is saying she's been told on VM support it can be difficult to get them to play together which sounds fishy to me.
 
ik9000 said:
Quick check - anyone on here using an Asus router successfully with their hub in modem mode? A friend bought one (Rt-ax82u I think is what she got) and is saying she's been told on VM support it can be difficult to get them to play together which sounds fishy to me.
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Just plug into the correct network sockets, put the VM SH into modem mode, connect to the router, and run through the setup wizard. It'll usually get you online in about 60 seconds. The only thing that catches people out is that on the SH3, the Asus has to be connected to (IIRC) port 1 on the SH (as that's the only one active in modem mode), and that when you do this your SH becomes 192.168.100.1, your Asus router will become 192.168.1.1 as your new LAN router.

VM frontline support is basically just people reading scripts who have little to no technical knowledge, so take everything they say with a grain of salt.
 
Yeah I did that with mine and a Netgear router. She's saying someone told her Asus routers were problematic. I just wanted to double check that people were successfully using them so I can ignore that piece of what I think is bs advice.
 
ik9000 said:
Yeah I did that with mine and a Netgear router. She's saying someone told her Asus routers were problematic. I just wanted to double check that people were successfully using them so I can ignore that piece of what I think is bs advice.
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Shouldn't be a problem as long as you make sure you buy a cable router and not a DSL router.
 
MartinPrince said:
It's impossible to retain the SH2 going above 200Mb - or more precisely VirginMedia make it impossible. Plus if you have a fixed phone with them it now plugs into the SH3/4.
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Not policy and not possible are often two different things, copper migrations aren’t generally forced, for example they wouldn’t do it on call care or where a customer specifically requested it left enabled. It is suggested as it’s cheaper and easier for VM. Faults tech’s love it as it’s a doddle to fix lines without a re-pull, but if the power goes out/connection goes down, you have no ability to call.
 
So I need the outside cable moved. Currently it is running across the front garden above ground (was installed before I bought the house and hasn’t been a problem up until this point as it was by some trees/flower bed). However we are changing the layout of the front garden and a driveway is being installed. An above ground cable across the drive isn’t going to work and the cable doesn’t have any slack to bury it sufficiently.

The current cable comes from the front boundary fence, across the garden to a box at the front of the house. The cable then routes around to the side of the house before going through the wall to the inside. VM dug up the footpath at the side of the house last year and I’ve noticed they have installed a new access cover in the footpath next to our side boundary fence. My thought was to ask them to reroute/repull the external cable from this side access point and keep all of the cabling/box etc to the side of the house as it already goes into the house through the side wall.

before I call them, what cost should I realistically be expecting them to quote me to do the work? I know it will depend on the work required but I’d like some idea of whether I’m being mugged off by VM or not.
 
Avalon said:
Not policy and not possible are often two different things, copper migrations aren’t generally forced, for example they wouldn’t do it on call care or where a customer specifically requested it left enabled. It is suggested as it’s cheaper and easier for VM. Faults tech’s love it as it’s a doddle to fix lines without a re-pull, but if the power goes out/connection goes down, you have no ability to call.
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Yep true. You will not get VirginMedia to connect your SH2 to anything higher than 200Mb; believe me, I tried and when I say I tried, I really tried :) I even had one of the technical managers in the U.K. trying to see if he could get it done but in the end he admitted defeat and said there was no way to do it with the tools/software they had.
 
ik9000 said:
Quick check - anyone on here using an Asus router successfully with their hub in modem mode? A friend bought one (Rt-ax82u I think is what she got) and is saying she's been told on VM support it can be difficult to get them to play together which sounds fishy to me.
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Sounds like BS to me as I've had 4 or 5 Asus routers over the many years starting with the SH1 up to the SH3 in modem mode and I've never had any problems whatsoever with them, nor read of any general problems over on SNB or Virginmedia's forum.
 
MartinPrince said:
Yep true. You will not get VirginMedia to connect your SH2 to anything higher than 200Mb; believe me, I tried and when I say I tried, I really tried :) I even had one of the technical managers in the U.K. trying to see if he could get it done but in the end he admitted defeat and said there was no way to do it with the tools/software they had.
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The service code will have criteria attached to it, if the equipment on the account doesn’t meet the criteria, it’s not possible to add the service code. It’s technically possible to alter the service code criteria, it takes seconds and i’ve seen it done on test systems when I had to sign off on system migrations, but good luck getting anyone you can speak to who even knows who to ask, let alone a chance of pulling it off on a live system because a customer wants to keep a SH2, that’s why I said I would have kept the SH2 if at all possible.
 
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