got virgin broadband yesterday worked for all of 2 hours

almond

hi
well got my broadband yesterday fitted at 2pm by 4pm not connection, only got local service (does that make sense?)
rang the indian call centre was told problem in our area be fixed in 48 hours, could he help with anything else!
rang back got indian call centre again and told problem had been going on for a week and will be fixed in 24-48 hours , lost it at that point and asked for canx dept, spoke to guy who said it was rubbish and nothing wrong in area, he is arranging for somebody to come out tomorrow, what i am wanting to know is 10mega rubbish and am
i wasting my time with it? been on this morning and it worked for 20mins now got error again , have told them i don't want it if this is what service is like , please any advice welcome don't want to get stuck with broadband i can't use

JennyP

If we could easily swap from Virgin broadband we would.
Have had some HORRENDOUS problems with them, involving hours on the phone to the Indian call centre.
We often get given completely contradictory information from Virgin.
They have been a complete pain in the backside...

I wrote to the CEO at one point and then a couple of weeks later, got a voicemail saying, "We're phoning from the CEO's office at Virgin - we're glad to hear your problem's been resolved. Thanks for letting us know!" ONLY IT HADN'T and neither of us had ever said it had!

We would love to swap but when Virgin gave us our phone number, they gave us a Bradford number when we live in Halifax. We have no idea why. That makes switching to another provider and keeping the same number pretty impossible so we are stuck. Cancelling the TV package was about all we could do so we did that.

I could rant for hours but life is too short!!!! If you can cancel the contract and go with someone else, I would.

Someone who was an engineer at Virgin told me that they sometimes borrow parts from one street to fix problems in another street, thereby leaving the first street without fully functioning broadband. I don't know if that's true but I don't know why he'd lie about it!

spike7451

almond wrote: »

hi
well got my broadband yesterday fitted at 2pm by 4pm not connection, only got local service (does that make sense?)
rang the indian call centre was told problem in our area be fixed in 48 hours, could he help with anything else!
rang back got indian call centre again and told problem had been going on for a week and will be fixed in 24-48 hours , lost it at that point and asked for canx dept, spoke to guy who said it was rubbish and nothing wrong in area, he is arranging for somebody to come out tomorrow, what i am wanting to know is 10mega rubbish and am
i wasting my time with it? been on this morning and it worked for 20mins now got error again , have told them i don't want it if this is what service is like , please any advice welcome don't want to get stuck with broadband i can't use

If you have Digital TV,try & use the interactive,If that works then the's no broadband fault.You say you have only got local connection,are you using wireless? Are all your lights on the modem?

JennyP wrote: »

Someone who was an engineer at Virgin told me that they sometimes borrow parts from one street to fix problems in another street, thereby leaving the first street without fully functioning broadband. I don't know if that's true but I don't know why he'd lie about it!

Sorry but that's absolute rubbish!! If they were to rob something from a street cab to fix a problem in another street cab,then that would also affect the customers TV as well,as the broadband & TV come down the same cable. (CoAx)
I'd say around 80% of problems are caused by shoddy installs,the main one being the installers failing to set the signal levels & adjust the forward/return path or just badly fitted connections.

KayJ066

We have the same problem. We first got 30mg broadband with the new superhub (upgraded our package) and the service was really intermittent, it's almost as if the hub resets itself. Then we complained and got sent a new hub we just thought it was teething problems as it was new, but our new hub is exactly the same. It goes off all the time, sometimes every hour or so it just resets and we lose connection and have to reconnect the laptop/xbox/iphone etc. So annoying, we called Virgin and they just offered us a new hub even when we went through to retentions.
We've been looking at BT Vision, we can get a deal where we will be paying £30 pm less so we're thinking of doing that.
The service is so poor, my bf gets mad as it interrupts his xbox sesh! lol

spike7451

KayJ066 wrote: »

We have the same problem. We first got 30mg broadband with the new superhub (upgraded our package) and the service was really intermittent, it's almost as if the hub resets itself. Then we complained and got sent a new hub we just thought it was teething problems as it was new, but our new hub is exactly the same. It goes off all the time, sometimes every hour or so it just resets and we lose connection and have to reconnect the laptop/xbox/iphone etc. So annoying, we called Virgin and they just offered us a new hub even when we went through to retentions.
We've been looking at BT Vision, we can get a deal where we will be paying £30 pm less so we're thinking of doing that.
The service is so poor, my bf gets mad as it interrupts his xbox sesh! lol

Apparently the are problems with the super hubs so a lot of people buy their own kit.

I take it the broadband works OK when you're not using the superhub & connected directly to the SACM?

http://www.avforums.com/forums/virgin-media-broadband/1506660-another-problem-vm-super-hub.html

kwikbreaks

JennyP wrote: »

We would love to swap but when Virgin gave us our phone number, they gave us a Bradford number when we live in Halifax. We have no idea why. That makes switching to another provider and keeping the same number pretty impossible so we are stuck.

You would be able to switch to Vonage VOIP no problem. Obviously you need a broadband connection too for it to work so it may not be a cost effective answer if you also wish to ditch VM.

Marmaduke123

We've got Virgin broadband too. We get a very good speed on the computer downstairs connected by wire, but have found the wireless router to be rubbish compared to our previous one with another provider. The wireless signal to our upstairs computers frequently dropped out. We now use homeplugs upstairs which are fine, although of course we don't get maximum speed through them.

The router does still need an occasional reset.

kwikbreaks

The Superhub has just had new firmware. On the old firmware many customers experienced it constantly resetting itself. That bug is reported to be fixed in the new firmware which also allows easy use of a better wireless cable router if the very mediocre Superhub isn't good enough on the features or wireless front.

hmn

If your superhub wireless stops or your connection seems to drop, try a wired connection to your laptop or games console to see if that works. If that seems to work ok then try changing the wireless channel the superhub uses. Log into the router (you might need to connect you computer to it using a network cable) and change it from say 1 to 6 or whatever( i think I read somewhere that you try 1,6 or 13). I thinks its under the advanced setting. I spent 2 days thinking that my laptop or connection was on the blink until I noticed that my wired PS3 was streaming iPlayer seamlessly yet I was having problems even connecting to the routers admin page let alone the internet. I think someone nearby must be using the same channel or the superhub update dumped everyone to the same channel. All this probably obvious to the techies but might help...

paidinchickens

KayJ066 wrote: »

We have the same problem. We first got 30mg broadband with the new superhub (upgraded our package) and the service was really intermittent, it's almost as if the hub resets itself. Then we complained and got sent a new hub we just thought it was teething problems as it was new, but our new hub is exactly the same. It goes off all the time, sometimes every hour or so it just resets and we lose connection and have to reconnect the laptop/xbox/iphone etc. So annoying, we called Virgin and they just offered us a new hub even when we went through to retentions.
We've been looking at BT Vision, we can get a deal where we will be paying £30 pm less so we're thinking of doing that.
The service is so poor, my bf gets mad as it interrupts his xbox sesh! lol

Exactly the same problems here.

Last night they told us our city was the poorest in the country and that they were installing more cables which would be finished by the end of november then we can ring and get a refund for the poor service we are getting now. This is probably untrue as the man just wanted to get us off the phone!!!

paidinchickens

hmn wrote: »

If your superhub wireless stops or your connection seems to drop, try a wired connection to your laptop or games console to see if that works. If that seems to work ok then try changing the wireless channel the superhub uses. Log into the router (you might need to connect you computer to it using a network cable) and change it from say 1 to 6 or whatever( i think I read somewhere that you try 1,6 or 13). I thinks its under the advanced setting. I spent 2 days thinking that my laptop or connection was on the blink until I noticed that my wired PS3 was streaming iPlayer seamlessly yet I was having problems even connecting to the routers admin page let alone the internet. I think someone nearby must be using the same channel or the superhub update dumped everyone to the same channel. All this probably obvious to the techies but might help...

We have wired and wireless stuff ALL are dropping in and out