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 TaniaR on
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Our Virgin Wifi on Warham Rd is very temperamental, only works in the front of house where box is, plus TV went down last night (this was probably a good thing because there's only so much Paralympics a person should watch). I'm planning to call Virgin to have a serious moan-up!
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Permalink Reply by DavidJ on
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We've been having regular (usually shortlived) drops in the internet connection over the past few weeks. Similar drops in TV connection.
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Permalink Reply by Alice Mezzo on
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Ha ha! This made me laugh. Have also been having problems with Virgin wifi cutting out etc and 4 lengthy unprofitable telephone conversations later and lies about discounted bills, am seriously considering moving to Zen. I hear they are amazing, although a little more expensive.
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Permalink Reply by Sandi on
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Likewise. Had an engineer over on Monday (having not showed up on the previous Thurs. No call, no apology, I was incandescent with rage and did indeed have a 'Carrie' moment on the phone to them!) who told me my connection is fine and dips in service probably due to ongoing maintenance work which will wrap in October. He also said that he doesn't understand why Virgin hasn't informed affected customers.
VM treat their customers with contempt; their service stinks and am looking to move to another provider. Any recs gratefully received.
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Permalink Reply by Takaokagiejin on
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Thanks gang, clearly it's not me it's them. I have been in an abusive relationship with R Branson for 18 months now. The wifi has worked for an impressive 3 months in total. I am on my 4th "Super Hub" and have the engineer's personal number in my phone (Jonathan, he's far more loving than Richard). We use Zen at work and they are a joy.
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Permalink Reply by pipplypig on
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Goodbye Virgin, hello Plusnet.
Installation should be done in a couple of weeks. We'll report back on our experience, but early indications suggest their service is at least a million times better.
By the way those thinking of leaving Virgin should be aware that a notice period typically applies - we ended up paying for about 25 days we didn't use. People on here that are strongly dissatisfied should as a minimum serve notice in my view, should you then decide to stay they will as a minimum tempt you with every discount available to retain you.
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It's fixed - I have wifi again! A nice man called Darren taught me how to change the channel so my neighbours wifi doesn't steal it (or something). This happened after I called customer services and said I am going to leave you Virgin for another which followed 5 calls to the tech support people in India during which nothing was achieved other than misery on all sides and assurances that the wifi would be down for 6 weeks. So, in future press the option which says "I am leaving you" ask to speak to tech support in the UK and Bob's your uncle. I am still leaving them, just stringing them along while I play the field in search of another.
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As promised an update on the plusnet experience. Only just had installation completed today so bit annoying it's taken so long but seems to be same problem with all providers - however plusnet very good in terms of scheduling, keeping us abreast of everything etc. Interestingly it was a BT Openreach guy that did the installation and he did an excellent job. Specifically:
He was happy to install connection point anywhere in the house and also v helpful in allowing me to test (prior to doing the installation) wifi reception in all parts of the house while plugging in router in different places. Ultimately opted for top of the stairs (effectively most central point in our house), and can report I have excellent reception in all rooms and even garden (unheard of during my Virgin days). The guy was also v helpful in terms of advice on potential router upgrades (which doesn't look necessary) and also best approach re telephone sockets etc. Finally he did an excellent job keeping wires concealed over skirting boards and across door frames, consulting me in all decisions and offering choice of black or white wiring. All in all took him less than two hours to complete installation (a second engineer had been due to visit to complete street connection, but in the end one guy managed to do the lot). Top marks to plusnet and also to BT Openreach i guess.
Once all hooked up the plusnet set up straightforward although took about 15 mins. Connection speed is excellent (although would expect so as fibre connection). Obviously only been wired up for about 8 hours so can't really judge what the future holds but thus far I'm very satisfied with the decision made.
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Permalink Reply by Hugh on
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An update. Since I last wrote:
1. The fault was diagnosed as a problem with the hub. A few days later a new hub arrived and the old one joined the growing heap of previously discarded Virgin hubs, routers etc.
2. When it reoccurred an engineer was called out. He was a very nice chap, but all he did was switch my channel - which I've tried myself several times.
3. I rang customer service, was given £30 off my bill and was transferred to engineering.......or they tried to transfer me at any rate, but a recorded message delivered by a pert clipped voice cut in:
"Soddy, there is a fault. Soddy, there is a fault. Soddy, there is a fault."
Customer Services did call me back after a few minutes and connected me with Engineering. The phone technician then tried to take me back to Step 1. When I resisted, we had the following exchange
-"There is an intermittent service fault in your area. The target fix date is 10th October at 10:15 in the morning"
-"Oh, how long has that been going on?"
- "Oh yessir, a longlongtime"
- "When was it reported?"
- "Long time ago"
- "Yes, but what date?"
- "20th February, 2012"
- "Ah, when was the target fix date last updated?"
- "Yessir, it will be fixed by 10th October at 10:15 in the morning"
- "Has that date been changed since 20th February?"
- "You've already had a technician today, sir"
- "Okay, thank you"
- "I will credit your account by £10 for the trouble you have been caused, sir. It will appear on your account most magically".
- "Most magically?"
- "Well will see to it first, sir"
- "I see. Thank you".
Ah, the life of a Virgin customer. So, is Plusnet any good?
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10:15 am on October 10th eh? Is that when the sun is aligned in Uranus and the universe makes miracles happen?
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