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

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

Thank you to all for some useful tips and General Maximus I do not give a damn what you have to say about my punctuations because when you peeved with someone then the rant came out that way and if your only answer it to criticise me then I think don't answer my query just move to the next thread. I do not need you to tell me to go back to school you might be somebody on this forum but to me you just a moron.

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

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

I think the same should be said to General Maximus as he insulted me with remarks about going back to school.

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

You were rude dismissive and generally obnoxious to someone who gave you help. Maybe take those rants to the VM Community forums next time.

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

What you think isnt our concern, what you post is.
So far you have been ignorant and insulting to at least two members.
If you wish to continue using the forum, a change in attitude will be required.

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

I would like to close this thread but also wish to let you know you have now also insulted me by calling me ignorant but of course nothing will be done to you and be rest assured I will never again ask a question or post a thread on here

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

I hope Paul has some Horlicks, I'm not sure how else he will sleep tonight...

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

If I wanted help on adding extra wifi gear to my household I would have asked but no where in my thread was there a plea for this type of help I was ranting against VM and not against any one here but on my last post I said i was not posting again but read your post and had to answer you.

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

You won't be missed. You basically weren't seeking help then you were just ranting.... Even more of a reason to post on the VM Community forums instead of here where nice people will try to help you despite the poor construction of you're post and general terrible attitude.

Gonna withdraw from this discussion now have a good new year. :dunce:

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

A classic example of how not to ask for help.

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

Please I have asked for this post to be shelved as I am now tired of being insulted by all and sundry who do not know me personally but I will not lower myself to answer all of you so please put this post in the bin

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

We dont do requests.

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

Ok thank you for the answer

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

You posted asking for help as you are having Wifi issues and yet when help was offered and suggestions given you resorted to insults and generally being totally rude.

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

:tu: :)

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

jeepers, i've always used Modem mode but never spent more than £40 on a router. Always reliably given more than my advertised speed.

What so these several hundred pound ones do ? travel through time and space ? ;)

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

Generally speaking cheaper ones will not run at higher speeds, especially if you have multiple users (wired and WiFi).

If yours work ok for you, then no need to worry.
I'm still using my old VM provided Dlink 615 to provide my Wifi (I think this is its 8th year of service now).

However, its not my main router - thats a TP Link dual wan router.

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

Im running a Nighthawk X6 AC3200 running merlin firmware as my main router in the front room and I have Asus AC56u piggybacking off my main router on the other side of the house that way I get decent connection no matter where I am in the house.Maybe overkill for a lot of people but i consider it to be future proofing

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

Thanks for a helpful thread, although im not sure insulting another user is quite the way forward.

Ive been having similar problems over the last month, 3 or 4 times a day requiring a reboot. Up to that time I have to say its been totally reliable and never had problems with dropping wifi.

whilst it looks good advice to get another router, it does seem to me that VM are in some way culpable for this.

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

They sure are but what you lack is years of experience of having to deal with it. You might think i am being too hasty and jumping the gun by suggesting you get your own router as at the end of the day it is VM's problem to fix. What you dont realise is that from day 1 since shub1 came out there has been problem after problem. It takes them ages to acknowledge that there is a problem, they rush out an untested fix and introduce more problems and so on and so on. This is why they invented mode, it wasn't available to start off with.
When you have your own router you dont have to worry about any of the issues that plague other users and your connection will be mint all the time. You might think getting your own router may be a bit extreme or a last resort but it is a balancing exercise, not just in cost but patience, and i have very little of it. Four or five times a year you will see people flooding to the forum complaining about something not working (more often than not the dns servers have gone down) and the only people who arent affected are the people who have their own proper router.
Feel free to moan as much as you want but if you want to waste your time talking to tech support and waiting for VM to come up with a fix then be my guest. My crystal ball tells me that they wont even bother trying to fix this and will brush it off and rush a shub4 out.

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

What people seem to forget is that all ISPs need to provide is the means to connect. i.e. a modem. Anything else is just a smokescreen to look as if they are providing more.

IIRC it was SKY who first offered an "all in one" modem/router and all the other ISPs followed suit.

There is one thing to remember about all of them, what they supply is cheap and tacky dressed up in a nice looking box. All are locked down with the ISP's "One size fits all" firmware which won't do even half of what a decent third party router will do.

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

Exactly, you pay for what you get and if it is free then you arent getting a lot.

Just remember that when the wireless on shub1 was absokutely cack and barely worked VM were advertising as "unbeatable wireless performance" months after they knew it didnt work.

You need to take everything VM say with a pinch of salt.

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

I have the Asus RT-87u running Merlin firmware and does everything i want, all in all when all wireless\wired devices are connected it manages 3 laptops, 3 tablets, 2 tvs, 2 sky boxes, 2 pcs, 3 phones and 3 printers so 18 devices in total.

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

lol, I don't know how I missed it (lack of email notifications coming through) but I completely missed all the posts on page 2 and have just gone back and read them :)

For any newbies that read this at any point we might come across as being dicks as some of the responses are quite blunt and to the point like "buy a proper router". It obviously isn't what anyone wants to hear, especially when £££ is involved but believe it or not anybody who says it is doing you a huge favour by getting straight to the point and solving your problem for you pronto. If it was easily fixable then the op and many others wouldn't have spent so much time being mucked about by VM on the phone. If it was possible to change some settings on the router and especially wifi channels etc somebody would have suggested it. In this case the op described the symptoms of the fault and the steps he had taken to remedy it. We followed up by explaining the cause of the fault and the "only" way it can be fixed.

When there are known firmware issues which everyone is moaning about or connectivity issues VM's end then there is only one solution and it saves you so much hassle in the long run; buy your own router. I even went to the effort of making some sensible recommendations :angel: