Harringay, Haringey - So Good they Spelt it Twice!
Virgin wifi problems
Hi All
My Virgin wifi has been down for a couple of days. I just called them and was informed that it will be out for 6 weeks while they undertake maintenance. They did offer me 50% off my bill at which point I had to hang up for fear of having an episode and turning into Carrie. Does anyone else have this problem (not the Carrrie problem - the wifi one)
Tags for Forum Posts: broadband, virgin, virgin media
Replies to This Discussion
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Permalink Reply by Hugh on
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Eeech - it's been really bad today so I called Virgin for a second time. I lucked out this time and got through to one of the guys in Wales. He's got more buttons than the folks in India. I'm currently on hold and he's talking with someone else with even more buttons! Right now it's neck and neck between:
- Yet another problem with yet another hub
- A problem with the cabinet
- Old infrastructure that needs replacing.
Not sure if I'l have a time to make a book on this, but willing to take bets if you're quick!
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Permalink Reply by Angela on
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Our Wifi has been down for over a week now - and then a coupleof days ago we got the following email:
We wanted to let you know that we've been busy improving your Super Hub. So you might notice your WiFi working better around the house. Don't worry you won't need to do anything, just use the service as normal. Here are also a few things you can do to give your broadband a bit of a boost and get the most out of your superfast speed.
Just give these top tips a whirl: 
Give your signal the all-clear Clear some space around your Super Hub to remove any obstacles between your devices. Furniture, your TV, even fish tanks can block your signal. So give your hub at least a metre of clear space for a better connection. 
Switch channel to speed up. Wireless stuff at home or next door's network could cause interference. Try changing the channel on your router to a less busy one. To see how, race over to our website for more info. 
Go from Wireless to Wired. Wireless is great for every day use, but it's never going to be as quick as a wired connection. So when you need maximum speed, try using an Ethernet cable to connect your computer. You would have been given this at time of your install. 
Reboot for a boost. Switching off your computer and Super Hub and restarting them after 60 seconds could be all your new speeds need for a little extra acceleration."
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Permalink Reply by Takaokagiejin on
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I've finally chucked Virgin. A few days later I get this email, I won't be taking them up on it because I really really hate Richard Branson but I'd love it if everyone else here who is still with them closed their account then reopened it and got these freebies:
We've noticed that you're thinking of leaving us and would like to offer some great discounts that are exclusively for you at your new address including 75 channels with free HD 1TB Tivo box, telephone line and unlimited 30mb broadband with wireless super hub. We'll even throw in a Virgin Mobile sim with anytime free calls Virgin to Virgin, and 100 minutes to other networks plus unlimited texts all for £23.90 every month.
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Permalink Reply by Donna FT on
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I tried to take my (previously very good) Virgin service with me when I moved from Islington only to be told it would be 3-4 weeks until they could connect me due to "blockages" they're having in the area which would prevent me having a connection for TV, phone and broadband here. That was on about 10 October, and I've not heard anything since. I'll call their install team tomorrow and check progress. If I do hear anything I'll let those sticking with Virgin know here as it *may* mean an improvement all round....maybe!
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Had a very very bad experience with Virgin Media and their non-customer "care" last week. This company feels that it can dosegard customers because it has high connection speeds and that it is the market leader. But there is stiff competition coming on stream.
I had no internet connection at all for 5 days! Called as soon as fault developed, got someone who said that there was an area fault and that it would be several days before it could be repaired! Couldn't get thorough to Virgin Media on the phone AT ALL on the next day - just the answer machine saying "all lines busy". Then on the day it should have been re-established they said it was with my equipment that was faulty, so I had to wait another few days until a technician could come and then they could only give a half day slot for them to turn up, meaning that I'd waste half my Saturday waiting for Godot...I mean VirginMedia.
I never got to discuss this with a supervisor as I requested, despite being told they would call. Spent an hour on the phone being passed from one agent to another who all told me no one would do anything different than follow procedure. They use a very passive-agressive approach to customer service, appologising profusely but not affering any solutions. Of course the guys on the end of the phone are all following a script like robots.
I have now complained directly to the Chief Exec. and said that Virgin needs to be less complacent in thinking that it can keep its customers. It is not the initial fault I am complaining about...stuff happens...but the very, very shody service I reeived subsequently, where you are made to feel that your custom doesn't matter.
They need to know that it very much does and I will reconsider my service provider very seriously when my contract is up for renewal.
A word to the wise. Consider ALL your options BEFORE signing this company!
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Permalink Reply by Marek on
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I think on HarringayOnline.com website we should create a group of Virgin Media and give everybody an opportunity to express their happiness and unhappiness. Fortunately, a couple weeks ago we had a positive experience with this provider so I am in an opposite club to you JJ B but nobody knows when I will complain very badly.
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80-20 is a common business model for large companies. 80% of profit is from 20% of their customers. You start off with a basic service package, They then try to sell you a more expensive service package. When you don't spend more money on a more expensive package you are part of a sea anchor on profits so they try to ditch you with DELIBERATELY (legal) bad service. you are now part of the 80% of customers the company makes little or no profit from. That's why you are experiencing bad service. When i learned this i stayed with virgin out of spite.
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Permalink Reply by VBailey on
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Lots of residents in the last week in Turnpike Lane area have had broadband cut off and TV or phone.... many are still waiting for things to be fixed.
Engineeers seems to be very erractic - some turn up, some don't know what to do, some blame previous engineers for messing up..., The call centres are not up to date with anything and the only way it seems is to spend at least 3 days on the phone to 'I want to leave' and get the names of managers and senior advisers to chat to. We ended up with a telephone call from a senior engineer from Edmonton ( not our area) who thought outside of the Virgin box and sent along someone with experience who waved a magic wand and got our service working. Personally I think they fix things from afar and the modem switch on/ off only works when they sort out the bigger problem. Other people seemed to have gone weeks without service but I imagine most people cannot stay in for hours waiting for a Virgin man. We looked at leaving but it is more expensive elsewhere so we asked for a discounted offer and got one. If you don't ask you don't get..so good luck to everyone ..it takes forever but discounts can be worth the hassle in the end because they never tell existing customers of new deals!
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