Is Virgin Service really so bad?

joepubli · 12 August 2019 at 5:27PM

Hi,
I just had the Virgin service installed - 100MB package. I am getting close to this if I stand by the router. But upstairs I am getting 7.24 or less - Vodafone - I am switching from is 30mb+ in the same room and the virgin guy was saying their router is 50x stronger! Upload of just 0.32. The installation guy said he could do nothing and I should call their helpline. The signal in the wire was good.

45 minutes music - later - rather a unhelpful guy who "did some tests" and was impressed that it went up from 5 to 7! He then offered to SELL me boosters - how much of a boost I would get from 7! Its not that I am 500 metres away - just upstairs - still am get 30+ from Vodafone and just 5-7 from Virgin on a 100mb package

He just said wait 48 hours - dont see how that would help. I asked to put through to cancellations - he put me through. Another 40 minutes of music till my battery ran out.

Question - (1) Is the service always this bad - I am still wiythin my 14 days - but sounds as if it will take a few hours to cancel.

(2) What happens to my phone number I just switched to them?
(3) Has anyone else had experience with the booster - does it take it from 7 to 100?

Please recommend someone with a good customer service where they dont keep you on phone for 45 minutes - its for my aged mum.

[Deleted User] · 12 August 2019 at 5:51PM

joepubli wrote: »

Hi,
I just had the Virgin service installed - 100MB package. I am getting close to this if I stand by the router. But upstairs I am getting 7.24 or less - Vodafone - I am switching from is 30mb+ in the same room and the virgin guy was saying their router is 50x stronger! Upload of just 0.32. The installation guy said he could do nothing and I should call their helpline. The signal in the wire was good.

45 minutes music - later - rather a unhelpful guy who "did some tests" and was impressed that it went up from 5 to 7! He then offered to SELL me boosters - how much of a boost I would get from 7! Its not that I am 500 metres away - just upstairs - still am get 30+ from Vodafone and just 5-7 from Virgin on a 100mb package

He just said wait 48 hours - dont see how that would help. I asked to put through to cancellations - he put me through. Another 40 minutes of music till my battery ran out.

Question - (1) Is the service always this bad - I am still wiythin my 14 days - but sounds as if it will take a few hours to cancel.

(2) What happens to my phone number I just switched to them?
(3) Has anyone else had experience with the booster - does it take it from 7 to 100?

Please recommend someone with a good customer service where they dont keep you on phone for 45 minutes - its for my aged mum.

I work in a call centre and VM frequently put customers through to us (4 or 5 every shift and it's usually never anything to do with us at that) and they always claim to have been on the line waiting for 40 minutes or so, so yes, that's probably normal.

The router WiFi is poor from their routers without a doubt, no idea if their boosters make much difference.

AndyPK · 12 August 2019 at 5:55PM

their routers signal strength used to be ok.

Have you tried changing channel? maybe it's automatic ?

try pointing the router in a different direction to see if it helps upstairs

custardy · 12 August 2019 at 5:57PM

joepubli wrote: »

Hi,
I just had the Virgin service installed - 100MB package. I am getting close to this if I stand by the router. But upstairs I am getting 7.24 or less - Vodafone - I am switching from is 30mb+ in the same room and the virgin guy was saying their router is 50x stronger! Upload of just 0.32. The installation guy said he could do nothing and I should call their helpline. The signal in the wire was good.

45 minutes music - later - rather a unhelpful guy who "did some tests" and was impressed that it went up from 5 to 7! He then offered to SELL me boosters - how much of a boost I would get from 7! Its not that I am 500 metres away - just upstairs - still am get 30+ from Vodafone and just 5-7 from Virgin on a 100mb package

He just said wait 48 hours - dont see how that would help. I asked to put through to cancellations - he put me through. Another 40 minutes of music till my battery ran out.

Question - (1) Is the service always this bad - I am still wiythin my 14 days - but sounds as if it will take a few hours to cancel.

(2) What happens to my phone number I just switched to them?
(3) Has anyone else had experience with the booster - does it take it from 7 to 100?

Please recommend someone with a good customer service where they dont keep you on phone for 45 minutes - its for my aged mum.

Right.so lets get things straight.

100meg is Ethernet speed,not wifi.
Wifi is not great on their hibs for sure.
I have a wifi booster(not VM) upstairs but reality is nearly everything in our house is on ethernet with homeplugs proving Ethernet upstairs.
Another option is add your own router to the hub and run the hub in modem mode, though I havent done it myself as we are not hugely dependant on wifi

Something like this would be my first post of call to test with the hub in modem mode (first review relates to this use)
https://www.amazon.co.uk/TP-Link-TL-WR841N-300Mbps-Wireless-Supports/dp/B001FWYGJS/ref=sr_1_3?adgrpid=58686617932&gclid=CjwKCAjwnMTqBRAzEiwAEF3ndnHeWfhz_jG-KiIpHTZcola4LGsgRvTz0qy_EZdc4VMGvkSW5Ds_aBoCllMQAvD_BwE&hvadid=259049656713&hvdev=c&hvlocphy=9046891&hvnetw=g&hvpos=1t1&hvqmt=e&hvrand=11026751628473259514&hvtargid=kwd-315048289105&hydadcr=28150_1752747&keywords=wireless-router&qid=1565629630&s=gateway&sr=8-3

If no good then you have Amazons return policy to fall back on

joepubli · 13 August 2019 at 10:13AM

ANDYpk -Thanks for this - yes now researched and changed some channels. Improved a little but long way from hundred and far worse than Vodafone that is still running.

joepubli · 13 August 2019 at 10:16AM

custardy wrote: »

Right.so lets get things straight.

Something like this would be my first post of call to test with the hub in modem mode (first review relates to this use)
https://www.amazon.co.uk/TP-Link-TL-WR841N-300Mbps-Wireless-Supports/dp/B001FWYGJS/ref=sr_1_3?adgrpid=58686617932&gclid=CjwKCAjwnMTqBRAzEiwAEF3ndnHeWfhz_jG-KiIpHTZcola4LGsgRvTz0qy_EZdc4VMGvkSW5Ds_aBoCllMQAvD_BwE&hvadid=259049656713&hvdev=c&hvlocphy=9046891&hvnetw=g&hvpos=1t1&hvqmt=e&hvrand=11026751628473259514&hvtargid=kwd-315048289105&hydadcr=28150_1752747&keywords=wireless-router&qid=1565629630&s=gateway&sr=8-3

If no good then you have Amazons return policy to fall back on

Thanks custardy - have ordered. Lets see. Not impressed with Virgin service.

AndyPK · 13 August 2019 at 12:11PM

turning the voda one off may help?

almillar · 13 August 2019 at 12:41PM

Improved a little but long way from hundred

Expectation check - do not expect to get 100mbps over WiFi!

JJ_Egan · 13 August 2019 at 1:52PM

[QUOTE=custardy;76147473
to this use)
https://www.amazon.co.uk/TP-Link-TL-WR841N-300Mbps-Wireless-Supports/dp/B001FWYGJS/ref=sr_1_3?adgrpid=58686617932&gclid=CjwKCAjwnMTqBRAzEiwAEF3ndnHeWfhz_jG-KiIpHTZcola4LGsgRvTz0qy_EZdc4VMGvkSW5Ds_aBoCllMQAvD_BwE&hvadid=259049656713&hvdev=c&hvlocphy=9046891&hvnetw=g&hvpos=1t1&hvqmt=e&hvrand=11026751628473259514&hvtargid=kwd-315048289105&hydadcr=28150_1752747&keywords=wireless-router&qid=1565629630&s=gateway&sr=8-3

If no good then you have Amazons return policy to fall back on[/QUOTE]

Thanks for that looks just the job for a pass through VPN for IPTV .

AndyPK · 13 August 2019 at 5:58PM

Virgins upload isn’t as good as other services.
But you should get 3Mpbs.

captaincork · 13 August 2019 at 7:27PM

Yes ,it's that bad, often worse, wait until they swear at you and hang up, normal, vile as usual. Read the reviews , you will regret switching from Vodafone.

Is Virgin Service really so bad?

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