Superhub : Complaint email address

[whitwori]

Hi All,

Having issues where the WiFi drops for a minute or so most days. Ethernet fine and still works when drop outs occur.

Spoke to faults loads of times, even on to them again now and I all I get it is the script response and no help.

Engineer attended last week and said he changed settings and should be fixed, nope.

Spoke to CS, can’t help speak to faults

Wondering if is a email I can escalate to?

[ScottishSteve]

I often see success by posting directly on the Virgin Community Forum

https://community.virginmedia.com/t5...unityHubForums

[pip08456]

Originally Posted by ScottishSteve

I often see success by posting directly on the Virgin Community Forum

https://community.virginmedia.com/t5...unityHubForums

The community forums is always a good way to go.

[whitwori]

Great thanks will do

[RichardCoulter]

Originally Posted by whitwori

Hi All,

Having issues where the WiFi drops for a minute or so most days. Ethernet fine and still works when drop outs occur.

Spoke to faults loads of times, even on to them again now and I all I get it is the script response and no help.

Engineer attended last week and said he changed settings and should be fixed, nope.

Spoke to CS, can’t help speak to faults

Wondering if is a email I can escalate to?

I feel your pain and now refuse to call that offshore call centre about any problems. After being given the runaround once too often I started legal action against the company. Part of the settlement was a dedicated contact at the office of their CEO which, unfortunately, I am forbidden from giving out.

If you get really stick, PM me and i'll see what I can do to help.

This (and CISAS) seems to be the only language they understand

[GrimUpNorth]

Originally Posted by whitwori

Hi All,

Having issues where the WiFi drops for a minute or so most days. Ethernet fine and still works when drop outs occur.

Spoke to faults loads of times, even on to them again now and I all I get it is the script response and no help.

Engineer attended last week and said he changed settings and should be fixed, nope.

Spoke to CS, can’t help speak to faults

Wondering if is a email I can escalate to?

Just remember, some members on here do seem to easily get lost in their delusions of self importance.

[RichardCoulter]

All customers are important, something that Liberty Global seem to have forgotten when they bought the company.

Originally Posted by RichardCoulter

All customers are important, something that Liberty Global seem to have forgotten when they bought the company.

Sorry, Richard, that isn't true - a customer is important in terms of revenue, profit, and cost/benefit (how much time has to be spent on that customer in terms of the revenue/profit they bring in).

Loss-making customers are bad business, unless it is for PR purposes.

Most companies have realised that keeping a customer happy/content, and supplying a reasonable quality product, is the best way to retain customers and attract new customers (it is reckoned it costs 10 times as much to gain a new customer than to keep a current one), but if a customer is losing the company money, that means other customers are subsidising that customer, so not only is it negative for the company, it's negative for the other customers.

Also, some customers are consistently rude and abusive to staff - they are not "important", just pains in the erse; no one (customer or staff) should have to take abuse or disrespect.

[Mythica]

Originally Posted by RichardCoulter

I feel your pain and now refuse to call that offshore call centre about any problems. After being given the runaround once too often I started legal action against the company. Part of the settlement was a dedicated contact at the office of their CEO which, unfortunately, I am forbidden from giving out.

If you get really stick, PM me and i'll see what I can do to help.

This (and CISAS) seems to be the only language they understand

I've heard it all now

[whitwori]

Hi does anyone have an email address to escalate? Getting nowhere even on the link above

Thanks

[ozsat]

How many devices are on your WiFi when it drops? Are you checked when this happens if your WiFi is still appearing to be available to search for?

Have you tried changing the WiFi channel being used?

It could be a local issue rather than a fault with the SH. By local I mean interference within your house or caused by a neighbour.

Originally Posted by whitwori

Hi All,

Having issues where the WiFi drops for a minute or so most days. Ethernet fine and still works when drop outs occur.

Spoke to faults loads of times, even on to them again now and I all I get it is the script response and no help.

Engineer attended last week and said he changed settings and should be fixed, nope.

Spoke to CS, can’t help speak to faults

Wondering if is a email I can escalate to?

[ScottishSteve]

I used to have pretty poor service on my wifi from my SH3

I was on a trial of the Virgin Pods, and they never really worked well for me.

I bought a Deco M4 set of 3 and my service has been rock solid throughout the house since.

[Itshim]

Originally Posted by Hugh

Sorry, Richard, that isn't true - a customer is important in terms of revenue, profit, and cost/benefit (how much time has to be spent on that customer in terms of the revenue/profit they bring in).

Loss-making customers are bad business, unless it is for PR purposes.

Most companies have realised that keeping a customer happy/content, and supplying a reasonable quality product, is the best way to retain customers and attract new customers (it is reckoned it costs 10 times as much to gain a new customer than to keep a current one), but if a customer is losing the company money, that means other customers are subsidising that customer, so not only is it negative for the company, it's negative for the other customers.

Also, some customers are consistently rude and abusive to staff - they are not "important", just pains in the erse; no one (customer or staff) should have to take abuse or disrespect.

for the second time I think I find I completely agree with you. Richard l am sure virgin would love to see the back of you .

[Carth]

Originally Posted by whitwori

Hi All,

Having issues where the WiFi drops for a minute or so most days. Ethernet fine and still works when drop outs occur.

Been having that problem for over a year, usually sorted by a router reboot (3rd party router).

Bought a new router (dual band) last week (spent a massive £49-99) and it's been fine since. I think with the wife & daughter both working from home the old one couldn't handle the traffic . . or it was worn out & borked

[ozsat]

I went for my own router long ago - but the 360 boxes do not work with some routers if you have more than one 360.
So I have to leave the SH3 open with a WiFi channel - then put everything else through my own router which has much better coverage across the whole of the house.