Not a happy VM customer and maybe soon to be ex
 

For the past week my so called superhub 2 has dropped the wifi almost 5 to 6 times a day and since Friday
I have had 4 conversations with the foreign service people who do not have a clue and only read from the typed sheet
of paper in front of them, all I want was for the wifi to return and be stable as its always been but all theyt want
me to do is reboot router to get it working.

My one conversation with VM I purposely did not reboot router and said to the person that I could not connect to
router via ethernet connection and asked her if they could connect and she said no so I said so you agree there is a
problem and she said yes I then said to her once I reboot I would not be happy if she said nothing could be arranged
because router would check out fine and she said no she would not but as I thought once rebooted and system back on
line she refused to arrange a visit or replace router because her system says router checks out fine so I blew my top
without profanity and a couple of hour later I had to repeat the call and go through the same proceedure with same results
and by then I was demanding the router be replaced or an engineers visit but he would not budge and eventualy he said router
could be changed but a fee of £20 will be charged and I reluctantly said yes if it was going to cure the wifi problem and a call
from me to customer services will be made when office hours resume and I will be wanting the £20 refunded because this charge
is for them to change mac address on their system also my contract ends soon and if I do not get the results I am looking for
the my next call will be to retentions to cancel my service after being a customer for 19 years since C&W days which I am sure
they are not worried about but hope it does not come to this as I have not had many problems over the years and surprisingly happy with VM.

Sorry for this long rant but the VM service dept. has spoilt my christmas especially when he said that the wifi is not covered by
Virgin Media and when I said to him that VM adverised about vivid 200 broadband and fast wifi but he was adamant they did not so
will update this post after I have had my conversation with VM customer or retention services.

Re: Not a happy VM customer and maybe soon to be ex
 

No ISP guarantees wfi, get over it. Best way to get best wifi is get your own router and don't rely on ISP supplied carp.

Re: Not a happy VM customer and maybe soon to be ex
 

Thanks for the useless advice

Re: Not a happy VM customer and maybe soon to be ex
 

Buy your own WiFi router and put SuperHub 2 in modem mode stops all issues of having to contact VM in the future about WiFi related issues.

VM provide an internet connection and hardware can fail. Or this could be due to some interference in the wifi bands in your area nothing to do with VM.


His advice wasn't useless just seems you are one of those people who like to rant and shout rather than fix things yourself.


So much for the Christmas Spirit eh...

Re: Not a happy VM customer and maybe soon to be ex
 

As you seem to be only Wifi and no wired connection, it may not be the Wifi but the BB connection. You need to eliminate the WiFi as being the problem.

At the moment I get similar brief dropouts in a wired connection about every 2 hours or so. I also had the same thing happening a few months ago, but in that instance a call to CS fixed it. This time no such luck.

Re: Not a happy VM customer and maybe soon to be ex
 

Have you tried changing the wifi channels?

Also it is true that no isp will guarantee a wifi connection. You need to try a wired connection to confirm a connection is due or if it's just wifi.

Re: Not a happy VM customer and maybe soon to be ex
 

if you want some useful advice then I suggest you go back to school and learn about spelling, punctuation and grammar because your post contains the longest sentence I have honestly ever seen.

There are a few other posts in this forum from users with the same issue and a massive thread on the VM forum. Afaik they have done some sort of software update which has managed to screw something up for some users and you can't expect a fix anytime soon. Your shub isn't faulty and I doubt a replacement will rectify the problem either (which is why VM are probably reluctant to give you one, normally they dish them out like confetti).

At the end of the day the shub is a router and there are many settings which can be changed which can adversely affect a routers performance and/or cause it to drop its connection (not that it is doing this in this case). As with the advice above (and what I have said in another thread to someone who has the same problem as you) is if you don't want to be burdened by VM's silly little mistakes with their cheap ass routers then buy your own. Investing in a proper router will be one of the best things you ever spend your money on because you are investing in quality, performance and reliability for something which you use, enjoy and benefit from everyday. You aren't fooling yourself if you say "it isn't worth the money" because it is clearly is otherwise you wouldn't have taken the time and effort to moan on this forum.

I don't expect you to listen to a word I have said but for the benefit of anyone else you who is reading this post I highly recommend the following two options:

Asus AC1200 for £57

Asus AC3200 for £143 (excellent future proofing)

Re: Not a happy VM customer and maybe soon to be ex
 

RT-AC86U For £199 https://www.amazon.co.uk/ASUS-RT-AC8...words=rt+ac86u

Re: Not a happy VM customer and maybe soon to be ex
 

I have my eye on one of these, as I have Dual Wan connections.

Synology RT2600ac Wireless Router

Re: Not a happy VM customer and maybe soon to be ex
 

nice, the good thing about it bring a recent model is that it will be able to handle the current speeds available. I can remember the Dlink (I think) wich has been discussed numerous times in the past was ≤100mbits.

Re: Not a happy VM customer and maybe soon to be ex
 

Ah, the old DLink 615. Yes only capable of 100Mbps but what a good old workhorse. I still have one I keep for emergencies.

Max was only 50Mbps when they were issued by VM.

Re: Not a happy VM customer and maybe soon to be ex
 

Over the last couple of weeks the VM forum has become full of complaints about SH2ACs dropping WiFi several times per day and requiring a reboot. The main thread about the issue has over 370 replies so far. There has been no firmware update according to VM, but something seems to be causing quite a widespread problem.

A good third party router will solve these (and other) issues, the ASUS RT-AC86U linked to earlier is fantastic.

Re: Not a happy VM customer and maybe soon to be ex
 

Maybe the SH2ac problem is an area issue , I have one and no problems so far.

Re: Not a happy VM customer and maybe soon to be ex
 

My SH1 had Wi-Fi problems but that was solved by the SH2ac, I now have SH3

Re: Not a happy VM customer and maybe soon to be ex
 

I don't want to say this, but VM won't care what customers think. In till they start talking with there feet.

This year l have had again big problems with them. And yet they come out with some claptrap about the effects are caused by problem's out of London.

My mother in law had problems yesterday - again.

Instead of finding out what the problem is, and fixing it - baffles me. She lives in a block of flats. Just three stories high.

And yes, l am with Sky, for a good deal. And have the BB / Phone with VM.

Been with Sky 12 months - and NOT one problem.

VM, l would say more than 20 faults - and three serious emails to the CEO.

The big problem is that VM do not have any competition on Cable TV in the UK to content with.

I do not know if any other customer has the same problem