Good news is there is a recognised fault, so first wait it out for that to get resolved, check after 24 hours like it suggests. It does look like a noise fault.I'm just ranting, but my VM M500 (HFC) has been really good since installation in July, but it's been dropping packets sporadically over the past 24 hours
Virgin Media Discussion Thread
- Thread starter macca40
- Start date
Hopefully they're on it because it's affecting our ability to work from home. Fortunately our TalkTalk G.Fast connection doesn't get terminated until 02 Sept, so it's acting as a very short term backup connection.
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Has anybody had to contact Virgin Media about a broadband fault recently? I had to call them twice this week because my internet kept dropping out. At the main menu I normally press option 2 for faults then option 1 for broadband - but imagine my discontent as the IVR told me to follow the link it had sent to me by text message, then hung up without any option to speak to an advisor. When I called straight back, the IVR recognised I'd called previously about a fault, then gave me the option to speak with an advisor.
Not good, Virgin. Not good at all. If you don't want to speak to customers, just say so and we'll jump ship to somebody who actually wants to provide a customer service.
Not good, Virgin. Not good at all. If you don't want to speak to customers, just say so and we'll jump ship to somebody who actually wants to provide a customer service.
Soldato
Though I've had few issues with my VM broadband, once FTTP arrives on my street I will be jumping ship, mainly due to their (lack of) customer service. Just no idea when that'll be.
Soldato
I just use the virgin community forum, the staff on there are helpful and will book engineers if needed
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Associate
You still have 14 months left on your contract, but your discounts end in October
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Associate
Just a bit of a rant but have to say I have had virgin since December which was new in my area and had some fault averaging about once a month. I am very disappointed in it as while the speeds are great (1gbps) the reliability is terrible. Also it is a bit shady that at no point before ordering it I was told that the hub5x or speeds (not sure which one it is or both) in my area is under a beta scheme. I only found this out after having issues on their forum. The lack of information about not being able to put the 5x in modem mode is another gripe I have with them as I was told I could use my own router. The amount of times I have woke up in the morning and the internet is simply not working is shocking. The only good thing is I get the volt benefits as I am on o2 network but seem to being going down hill with this merger.
Having had BT for the previous 10 years I had two issues with them, the first was when t was first connected they "couldn't" connect it to the phone line for some reason and took a few weeks to get it sorted. The second it went off for half a day once and that was it. Open reach have installed fttp but haven't switched it on yet so hopefully they have by the time my contract runs out. I run my business from home and need internet access, I know should have business broadband but it runs on the same network and the only difference is they are a bit quicker to compensate you. BT was consumer broadband as was fine and if they had fttp speeds I probably would have just went with them.
Having had BT for the previous 10 years I had two issues with them, the first was when t was first connected they "couldn't" connect it to the phone line for some reason and took a few weeks to get it sorted. The second it went off for half a day once and that was it. Open reach have installed fttp but haven't switched it on yet so hopefully they have by the time my contract runs out. I run my business from home and need internet access, I know should have business broadband but it runs on the same network and the only difference is they are a bit quicker to compensate you. BT was consumer broadband as was fine and if they had fttp speeds I probably would have just went with them.
Another happy customer I see.
Can you characterise your actual issues?
I'm also recently on VM with Hub 5x, also given misinformation that I could use my own router. I have made a thread about modem mode on the forum, even had a rep 'pass on details to the relevant team' (stock message). I also seem to have weird DNS/local network issues I can't pinpoint, but my local DNS server goes unreachable from clients from time-to-time, then later comes back. No issues on old equipment.
Throughput is good, ping seems a bit variable, but I haven't tested it properly yet.
Associate
I don't know what is causing the issues but just like waking up in the morning with it not working for no apparent reason, sometimes rebooting the hub has made it come back on sometimes it hasn't. Checked the online/app and phoned the number to see if any issues in my area and always says everything is fine.
I have a ubiquiti dream router that I use but have to have the hub in normal mode (double natted but what can I do) and I get notified around 10 times a day that the internet is reconnected so god knows what the hub is doing. I have been given that stock message on their forum as well and I most likely have seen your post on there but the don't do anything.
The last time it went off a few weeks ago now it was off for a day and I only knew it was a fault in their network as my neighbours was off as well but their area fault checker said everything. Even spoke to them on the phone and they said everything was fine and had an engineer booked which was for 72 hours after it went off (not good enough) but then it magically came on and the engineer was cancelled.
Does anyone have any "magic tricks" to actually get through to someone at VM?
Their phone system has no options to speak to anyone, nor does allowing menus to cycle with no input help, contrary to claims otherwise, but instead just kicks you out.
There isn't even an option to raise a complaint, despite their complaints page saying to call the main number. I'm sure that has to be in violation of some Ofcom rule?
Their phone system has no options to speak to anyone, nor does allowing menus to cycle with no input help, contrary to claims otherwise, but instead just kicks you out.
There isn't even an option to raise a complaint, despite their complaints page saying to call the main number. I'm sure that has to be in violation of some Ofcom rule?
Associate
I've not rung VM so have no knowledge of their system, however when ever I encounter one of the phone systems that asks what they can help with, I usually just keep saying 'advisor' and they eventually direct me to a call handler.
UK ISP Virgin Media Discount Broadband Packages and Bundles
New customers looking to join Virgin Media's broadband service may like to know that the ISP has shaved a few extra pounds off some of their packages and bundl
www.ispreview.co.uk
Associate
We are paying less than 20 quid a month for 250/25 sounds expensive for standard guff.
Edit: Also seems like VM have backed themselves into a corner with the coax suppled areas with fake fiber to the home!
Edit: Also seems like VM have backed themselves into a corner with the coax suppled areas with fake fiber to the home!
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Associate
In the case of trying to get WiFi boosters to pair with my Hub 5x, I ended up posting on their customer forum. Phone calls and chat were utterly useless and, in the end, I ended up going back and forth with support engineers in private messages... sent the WiFi booster back though, as it really wasn't great to be honest (doesn't like alternative DHCP much, nor Pi-Hole).
I pay £24 and for new customers it's £27 so I would say that's very good
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