Cancelled Virgin...what do I need with a new BB provider?

[technobob]

I have the Virgin SH3 running in modem mode, with a Netgear router connecting 2 wired PCs at 200mb. I get between 100 and 200 speeds for the wired ones and decent wifi speeds for the laptops, so am happy. I also have phone and TV.

[98elise]

techiedave said:

OP
You can take this as its intended.

First up analyse what the wi fi channels are in your house There are apps available both for android and windows users
If you find that there are several wifi users SSIDS on the same frequency as your wifi that will cauyse issues
on 2.4ghz wifi the main channels to use are 1/ 6 /11 this is because they have the least overlap of any of the channels

If you can find one of these channels that is not being used by anyone else then switch your superhub to transmit on that channel
Auto means that the suoerhub is changing its wifi channel to avoid conflict with other users it sounds great but it isn't

I too have had issues with VM though mine are of the network issue side I don't use their own wifi I use their superhub in modem only mode and have also used other wifi routers as wireless access points

That's all been done. There is only one other user I can pick up, and they are at the other end of the spectrum. The support desk have changed things many times. We have had a Virgin engineer around who has also split the frequencies into different SSID's so my devices won't try jumping between them.

The WiFi remains dire and pretty much unusable. Even normal surfing is pretty crap (which was witnessed by the engineer). I measured 1.6Meg a couple of days ago when watching Netfix became a constant 2 seconds of video followed by 30 seconds of buffering! The distance between my hub and my TV is about 20ft

19 days to go until I'm free of this crap

[98elise]

WinstonWolf said:

98elise said:

WinstonWolf said:

MissChief said:

dmsims said:

Bu that still leave him with the SH3 (if he stays on Virgin) which is no solution at all!!

I've never used one but yes, I haven't heard good things about the Wi-Fi it's true. At least it might help improve things.

The SH3 is fine as a modem, just don't use the wi-fi. I've got Virgin with a Ubiquiti AP and all is well with the world.

Wait until you need to use their help line for anything!

I've had everything from from "Its being cause by a virus on your TV" to "we're not trained to deal with that". I was particularly impressed with their offer of putting me in touch a third party (at my cost) who could fix my problems, or the time they hung up on me when i asked what they changing on the router.

I have, I do this sort of stuff for a living hence my frustration. The problem isn't their service, it's the poor wi-fi performance on the SH. Swap that and never need to call them again.

How would you rate their customer service when you have called them? The only time you get through to somebody that want to help is when you ring to cancel.

I don't see why I'm paying so much for a service that I need to fix. The kit is a WiFi router, and it doesn't work. If I'd just bought it from Curry's it would be returned as not fit for purpose. Nobody else in my office is having issues with their providers, and only one is using his own router. He's a gadget freak though with a decent NAS, WiFi lights and camera's etc.

[WinstonWolf]

98elise said:

WinstonWolf said:

98elise said:

WinstonWolf said:

MissChief said:

dmsims said:

Bu that still leave him with the SH3 (if he stays on Virgin) which is no solution at all!!

I've never used one but yes, I haven't heard good things about the Wi-Fi it's true. At least it might help improve things.

The SH3 is fine as a modem, just don't use the wi-fi. I've got Virgin with a Ubiquiti AP and all is well with the world.

Wait until you need to use their help line for anything!

I've had everything from from "Its being cause by a virus on your TV" to "we're not trained to deal with that". I was particularly impressed with their offer of putting me in touch a third party (at my cost) who could fix my problems, or the time they hung up on me when i asked what they changing on the router.

I have, I do this sort of stuff for a living hence my frustration. The problem isn't their service, it's the poor wi-fi performance on the SH. Swap that and never need to call them again.

How would you rate their customer service when you have called them? The only time you get through to somebody that want to help is when you ring to cancel.

I don't see why I'm paying so much for a service that I need to fix. The kit is a WiFi router, and it doesn't work. If I'd just bought it from Curry's it would be returned as not fit for purpose. Nobody else in my office is having issues with their providers, and only one is using his own router. He's a gadget freak though with a decent NAS, WiFi lights and camera's etc.

Fine, I very rarely need to call them. You might want the wi-fi to work well but it won't. You will have problems with other providers and their wi-fi still won't be as good as a dedicated box of your own.

What do I know, I've only been doing this for a quarter of a century.

[anonymous-user]

To be fair I have had issues with VM myself. I tend to get them resolved through firmness and pragmatism. I can see the OPs point and I cant see why the SH3 performance would be so very bad.
One thing that may not register with him is that with VM its a very much a "one stop shop" That is that if anything is wrong they fix it (or in his case don't) Wait till you get passed between the billing company and open reach - that's a nightmare in itself
Like WW I too am involved with some side of networking and like him I have seen many viable solutions to wifi issues. My own wifi is simply excellent with coverage at any part of the house and into the garden. It utilises one superhub (2) in modem mode one fixed Ethernet only router and 3 routers set up as access points.
All work well with multiple devices connected at once streaming and downloading is no issue. The other plus point is that the whole set up comes in at around £73 as everything was bought second hand etc
It really doesn't have to cost a lot to get decent wifi and Ethernet set up in homes if you think it's through

I am really sorry for the op he seems to have had a rough deal he needs to make sure that if he is keeping his phone number he follows the necessary procedures as like someone else pointed out he may lose it

One issue I have with VM is that their upload ratio seems to be significantly lower than many other providers
Also there are some interesting points to be read if you look up google chrome cast wifi issues I wont pretend to explain them

Edited by anonymous-user on Thursday 1st June 13:47

[98elise]

WinstonWolf said:

98elise said:

WinstonWolf said:

98elise said:

WinstonWolf said:

MissChief said:

dmsims said:

Bu that still leave him with the SH3 (if he stays on Virgin) which is no solution at all!!

I've never used one but yes, I haven't heard good things about the Wi-Fi it's true. At least it might help improve things.

The SH3 is fine as a modem, just don't use the wi-fi. I've got Virgin with a Ubiquiti AP and all is well with the world.

Wait until you need to use their help line for anything!

I've had everything from from "Its being cause by a virus on your TV" to "we're not trained to deal with that". I was particularly impressed with their offer of putting me in touch a third party (at my cost) who could fix my problems, or the time they hung up on me when i asked what they changing on the router.

I have, I do this sort of stuff for a living hence my frustration. The problem isn't their service, it's the poor wi-fi performance on the SH. Swap that and never need to call them again.

How would you rate their customer service when you have called them? The only time you get through to somebody that want to help is when you ring to cancel.

I don't see why I'm paying so much for a service that I need to fix. The kit is a WiFi router, and it doesn't work. If I'd just bought it from Curry's it would be returned as not fit for purpose. Nobody else in my office is having issues with their providers, and only one is using his own router. He's a gadget freak though with a decent NAS, WiFi lights and camera's etc.

Fine, I very rarely need to call them. You might want the wi-fi to work well but it won't. You will have problems with other providers and their wi-fi still won't be as good as a dedicated box of your own.

What do I know, I've only been doing this for a quarter of a century.

I'm not disputing your experience and I thank you for taking the time to reply, but I don't need the best I just need WiFi good enough to stream Netflix over a distance of more than 20ft. From friends, family and work mates that seems an entirely normal service that most providers can to achieve (a mix of Sky, Plusnet, VM and Talk Talk).

VM even managed it before I moved to SH3.

I've found VM's customer service to be dire. I've honestly had to call them about 20 times and they still do not seem to understand that this is an ongoing problem. Resetting the box will not fix it any more then it did the previous 20 times they did it.

[The_Jackal]

I know its a bit late but did they replace it at all with a new one?

[WinstonWolf]

Just bung a power line wifi extender kit in then. It'll be better than what you have and is plug and play.

[98elise]

The_Jackal said:

I know its a bit late but did they replace it at all with a new one?

No.

The engineer said thats what they would do that if it was no better after his visit. Someone was supposed to call back to check but they never did, so I'm back to phoning India so they can turn it off and on again.

They also lied to me about the cancellation period so I've ended up paying an extra month. I was supposed to be able to cancel from the first time I called to cancel, but they have since said that there are no notes about that so I've go to do the whole month.

[anonymous-user]

My SH3 wifi is fine. Speedtest on my iphone is 110 Mbps at this time, 20 ft away.
Can't believe they can't fix/replace yours.

[98elise]

Jimboka said:

My SH3 wifi is fine. Speedtest on my iphone is 110 Mbps at this time, 20 ft away.
Can't believe they can't fix/replace yours.

I'm sure they can, but the customer service is dire. The call handlers have no desire to fix the problem, just the current symptom. The cancelling/retention people have no technical knowledge so can only offer to cut your bill or up your speed. Neither of those are any use to me if i get 1.6meg at my tablet/TV

[anonymous-user]

Just as a pointer Mr Elise what speeds do you get on the mobile phone laptop can you measure that ?
Could you then unplug the chrome cast and do the same

[megaphone]

OP, have you tried a wired connection into the hub from a laptop or pc? If so what speeds do you get, is it reliable?

[anonymous-user]

98elise said:

Jimboka said:

My SH3 wifi is fine. Speedtest on my iphone is 110 Mbps at this time, 20 ft away.
Can't believe they can't fix/replace yours.

I'm sure they can, but the customer service is dire. The call handlers have no desire to fix the problem, just the current symptom. The cancelling/retention people have no technical knowledge so can only offer to cut your bill or up your speed. Neither of those are any use to me if i get 1.6meg at my tablet/TV

I feel your pain..
What I was getting at, is that your problem is not due to a fundamental SH3 problem, but a genuine fault. But you know that. Can't understand why they have been so useless !

[98elise]

megaphone said:

OP, have you tried a wired connection into the hub from a laptop or pc? If so what speeds do you get, is it reliable?

Wired is fine, but the majority of our use is chromecast and tablets/phones. I probably use a laptop once per week.

[megaphone]

98elise said:

megaphone said:

OP, have you tried a wired connection into the hub from a laptop or pc? If so what speeds do you get, is it reliable?

Wired is fine, but the majority of our use is chromecast and tablets/phones. I probably use a laptop once per week.

Well at least that proves the connection is fine. Get them to send a replacement Superhub, they did this for me when mine died, get through to retentions, they're based in the UK and sort things quickly. I've always found their customer services fine. I always found their Superhubs fine for wifi.

I've just switched to BT, mainly because Virgin got too greedy. I was on 200mb and have gone down to 40mb, got to admit I can't really tell the difference in general surfing and email etc. Main issue is when I'm watching BT TV on a stream, BT Sport, it hogs the connection, making other internet use very sloooow. There's only two of us using it so not a real issue.

I will prob go back to Virgin next time, IF they can do a deal. Will then play them off against each other every year.

Edited by megaphone on Friday 2nd June 14:02

[98elise]

techiedave said:

Just as a pointer Mr Elise what speeds do you get on the mobile phone laptop can you measure that ?
Could you then unplug the chrome cast and do the same

I get very variable results anyway so i don't think chromecast is the issue. its problematic when the chromecasts are off, and its problematic when they are on. I can see 30meg regularly, sometimes 50meg, sometimes 1meg, sometimes my devices are no longer connected so have to be disconnected and reconnected.

We're way beyond fault finding now anyway. There is clearly a problem and VM don't seem to want to deal with it, so we're parting company on the 20th

[WinstonWolf]

Waits for "oh st, you lot were right" post on the 21st

[The_Jackal]

I'm with Virgin as well and we always had problem when grandkids came over with their iphones, always seemed to lock up the wifi.
Also consider you may have some malware on your network, or a faulty network device.
As fellow IT network admins would agree one faulty device can spoil the connection for the whole network.

We are all waiting with baited breath to see how your BT connection turns out...

[anonymous-user]

Look lets be blunt what the op says is what he finds. It's pretty obvious that the SH3 has an issue on its wifi and VM wont sort it by replacing the unit.
I do have considerable sympathy about 2 years ago we had an issue with the initial SH2 they sent us as part of an upgrade. Put simply the SH2 would not deal out DHCP addresses and you could not get it into Modem Only Mode I spoke to several of their idiots abroad who said it was my PC when I duly connected up a laptop as well and said can you see that device as well he said no I said that's because the thing will not deal out DHCP addresseses. I gave up and started redialling and got through to someone here who was more pragmatic he booked and I got an Engineer call next day who said straight away that the SH is faulty and swapped it
That is what the OP should have had done it really is as simple as that. I'm also not entirely convinced by the cries of buy another router and bang that one in Modem Only mode. My suspicion is that the unit has a problem with it.