[N00N00]

Hi,

I have an issue where my internet fails completely three times a day and it has done so since late March. The only fix is to unplug the Superhub and wait for it to reset. I am now close to having done this 100 times and it’s driving me mad.

A virgin engineer came out to add an attenuator but that didn’t solve it. A second engineer installed a new Superhub but again there’s no improvement.

I currently spend an hour every day resetting my hub or on the phone to Virgin Media in India talking to someone who has no idea what they’re doing and fobbing me off telling me they’re running “tests” or charging some server settings - I mean how many times can they change them? And of course I have to wait for engineers to show up (and they haven’t even arrived at the promised time period). Plus the new Superhub meant I had to spend ages reconnecting every device to it with the new WiFi info and password. Tonight was the last straw when the representative hung up the phone so he could go home instead of taking my call - I then called back only to end up on an infinite hold.

I did not apply to work for Virgin Media but adding up all the hours I’ve now completed a full week’s shift for the company. And of course they haven’t refunded a penny for loss of service let alone paid compensation. It’s just ridiculous. Each Superhub failure takes down my security cameras so this is putting my safety at risk too.

I’m also partially disabled so it’s an awful lot of effort to be doing all this work and being honest it is damaging my health quite a bit now. I’m lucky enough to have some parts of the day where my illness isn’t as debilitating, but I’m now wasting much of this very precious time/health dealing with Virgin Media. Medically, I’m required to rest and to avoid as stress as much as possible, and instead I’m now doing the exact opposite of that every single day. And of course as someone who is half housebound, the internet is completely essential to me, but instead it constantly fails.

I’ll probably call OFCOM tomorrow and I’m basically at the point where they don’t seem able to provide a service anymore so I will probably have to change to another provider but I really don’t want the stress or upheaval if that.

Any advice appreciated.

Thanks.