Slow 20mb

[John53]

Last few days have had very slow 20Mb service on speedtest it varies between 3 - 5 Mb. Talked to Nichel on support he says I have some Malware present. Ran Malware bytes and found nothing. Also my 2 other pc's (this one is my laptop) also runnning slow. Surely I cannot have Malware on all 3 ?
How do i get Virgin to check the green box etc ?

[Mick Fisher]

You have to figure out a way to speak to an agent that has a clue. They are mostly based in the UK.

Phoning in from 08.00am is recommended but has never worked for me.

There is also the Help &Support Forum but that has also not worked for me.

That leaves Retentions or the CEO's office to complain to.

[Ignitionnet]

Leave the CEO's office alone for now - they are a last resort.

Try calling at 8am and do post on the forum, those guys will help though you may have a bit of a wait.

Check the service status too.

[KenK]

Originally Posted by Mick Fisher

You have to figure out a way to speak to an agent that has a clue.

Surely that's the supplier's problem, not the customer's? How about training the agents so they all "have a clue"?

Originally Posted by Ignitionnet

... Try calling at 8am ...

At 8am weekdays, I'm on my way to work. I don't think VM would be too interested in me calling from there, when I'm not at the modem/PC to follow the actions in the script. My employer might not be too pleased either. How about VM providing decent support to all customers all through the day, not just those who can call at 8am?

[Peter_]

Originally Posted by John53

Last few days have had very slow 20Mb service on speedtest it varies between 3 - 5 Mb. Talked to Nichel on support he says I have some Malware present. Ran Malware bytes and found nothing. Also my 2 other pc's (this one is my laptop) also runnning slow. Surely I cannot have Malware on all 3 ?
How do i get Virgin to check the green box etc ?

standard modem

Please post the modem model and the Upstream and Downstream stats from your modem just click http://192.168.100.1/CmOpConfig.asp or if that does not work click http://192.168.100.1/

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Superhub

Please post the Upstream and Downstream stats from your modem just click http://192.168.100.1/ the username is admin and the password is changeme, then click on the small red writing that says advanced settings then look down the left hand side and under Maintenance click on connection and copy and post the details from there.

[Sephiroth]

Originally Posted by KenK

Surely that's the supplier's problem, not the customer's? How about training the agents so they all "have a clue"?
[SEPH]: Don't we wish. If VM haven't done anything yet with that awful offshore call centre, it doesn't look good going forward.

At 8am weekdays, I'm on my way to work. I don't think VM would be too interested in me calling from there, when I'm not at the modem/PC to follow the actions in the script. My employer might not be too pleased either. How about VM providing decent support to all customers all through the day, not just those who can call at 8am?
[SEPH]: Again, don't we wish. Who's gonna pay more for a better support service?

[Peter_]

In a link NO

[Sephiroth]

I think my point's made, Masque.

[KenK]

[SEPH]: Again, don't we wish. Who's gonna pay more for a better support service?

I've seen my VM monthly bill - I think I am paying for a first-rate support service. How do they justify their charges otherwise?