Virgin 1Gb now available.

deravarra · 31-08-2020 09:08AM

So after a while waiting for my modem delivery, promised for last wednesday, I decided to contact the Whatsapp number and ask for the order status. I was told that I should contact 1908 for details, as they can see an order being placed on 29th (which was 5 days after I placed the order) and ask for the modem delivery status.

I think this launch has been disastrous. Not only do they have the pricing wrong, but they also have the hardware wrong, and the provisioning of the equipment wrong. Surely after months of introducing a 1Gbps service in the UK, VM Ireland should have been ready for such scenarios and mitigated against them.

allanroche · 31-08-2020 09:58AM

I'm in the same boat. I rang Friday evening and they told me it'll take weeks so now I'm reevaluating the whole thing.

drabisan · 31-08-2020 10:00AM

deravarra wrote: »

Has this changed then from the HUB 3 setup? I do remember being able to switch to modem mode on the HUB 3 user interface

Option to switch to modem mode is in the GUI, same as with hub3. And, same as before, is available only for users off dslite.

deravarra · 31-08-2020 10:09AM

allanroche wrote: »

I'm in the same boat. I rang Friday evening and they told me it'll take weeks so now I'm reevaluating the whole thing.

I am re-evaluating the whole thing too. I am very wary of the stability issues that some folks are having. I've had solid connections on 500mb, and need to keep the stability now that I am working quite a lot from home. I do not need any downtime nor chasing tech support for getting the service up and running.

I cannot afford to spend so much time chasing VM to get the service to where it should be.

allanroche · 31-08-2020 10:21AM

deravarra wrote: »

I am re-evaluating the whole thing too. I am very wary of the stability issues that some folks are having. I've had solid connections on 500mb, and need to keep the stability now that I am working quite a lot from home. I do not need any downtime nor chasing tech support for getting the service up and running.

I cannot afford to spend so much time chasing VM to get the service to where it should be.

Completely agree! Apparently the service is already active at my address since last Wednesday but I don't have the equipment to use it and probably won't for weeks according to the support rep on 1908, so you just know they're going to try charge for it.

MikeyJoyce · 31-08-2020 10:33AM

Ordered the new 1gb service on Friday got a text from nightline saying the new router will be delivered today before 6. It's a bit strange some people are waiting and other orders are getting shipped straight away

allanroche · 31-08-2020 10:39AM

MikeyJoyce wrote: »

Ordered the new 1gb service on Friday got a text from nightline saying the new router will be delivered today before 6. It's a bit strange some people are waiting and other orders are getting shipped straight away

Can I ask when you got the text?

MikeyJoyce · 31-08-2020 10:48AM

allanroche wrote: »

Can I ask when you got the text?

Half 9 this morning.

Internet has been really unstable this morning on the 500mb package. Keeps dropping every 30 mins or so i am hoping this is because i need the new router.

It's never dropped before. I will test it when the new router arrives it better fix everything as i work from home

deravarra · 31-08-2020 10:49AM

LoGiE wrote: »

Thought I'd share my experience so far. Test's taken below were oneshots, I didn't repeat.

Ground Floor Setup
VM Hub in Modem Mode
Netgear Orbi Router connected by 3m CAT 6 Cable

Speedtests (Speedtest.net on Router / Fast.com)
Speed Test Reported on Router 868Mbps /49Mbps
Wifi Speeds to Samsung S20 Plus 627Mbps / 48Mbps
Wifi Speed to Laptop Macbook Pro 520Mbps / 49Mbps
Wired Speed to Laptop Macbook Pro 910Mbps/43Mbps
First Floor Setup
Netgear Orbi Satellite (Dedicated Wifi Backhaul to Router)

Speedtests (Fast.com)
Wifi Speeds to Samsung S20 Plus 500Mbps / 48Mbps
Wifi Speed to Laptop Macbook Pro 480Mbps / 49Mbps
Wired Speed to Laptop Macbook Pro 570Mbps / 49Mbps
Converted Attic Setup
Netgear Orbi Satelite (Hardwired Ethernet over Coax to Router)

Speedtests (Fast.com)
Wifi Speeds to Samsung S20 Plus 606Mbps / 49Mbps
Wifi Speed to Laptop Macbook Pro 520Mbps / 49Mbps
Wired Speed to Laptop Macbook Pro 790Mbps / 49Mbps

Installation
I carried out the installation myself and it took about an hour. It was a little frustrating as the new Hub and the TV360 box required several reboots to download and install numerous updates before they were working correctly. (The documentation suggests plugging in everything and walking away for 30 minutes for a cup of tea). I was impatient so tried before it was ready and it gave me issues like telling me the admin password was wrong or GUI would not load

I connected the new TV box to the same HDMI port as the old Horizon box. This resulted in my Smart TV rebooting repeatidly until I switched the box to another HDMI port (and reset the first)

I have had no reboots since and the connection has been stable (I run multiple Nest Cameras that alert me if there are any connectivity issue.

Ordering Process
I was unable to reach Customer care having been on hold for 60 Minutes twice. (The call hung up from VM end)

I was able to confirm my order via Whatsapp with someone, receiving a response to my message after 25 minites.

Other musings
Virgin Media need to reconsider the current 50Mbps upload speed. The download is nice but the enthusiasts that this is aimed at will not be happy. I already know it's not going to be sufficient for me medium/long term as I add more HD/4k Cameras and upload larger files to my cloud storage.

TV360 box is much improved and on par with whats offered by Sky. I haven't used Vodafone's TV so can't compare to that.

May I ask what sq ft your house is? And how does the wifi do outside your house - e.g. in the garden?

I may go for the RBK53

deravarra · 31-08-2020 10:53AM

MikeyJoyce wrote: »

Half 9 this morning.

Internet has been really unstable this morning on the 500mb package. Keeps dropping every 30 mins or so i am hoping this is because i need the new router.

It's never dropped before. I will test it when the new router arrives it better fix everything as i work from home

We had issues about 18 months ago where the connection was dropping so many times. It caused a lot of arguments in the house!
Got on to VM, and advised them that I felt the modem should be replaced.
After 6 weeks, and changing cables outside the house, along the estate, and adding a booster further up the estate, they finally agreed it was my modem that was faulty.
"I told you so" wouldn't have gone far enough to explain my frustration.
I do not want a repeat experience.

allanroche · 31-08-2020 10:57AM

MikeyJoyce wrote: »

Half 9 this morning.

Internet has been really unstable this morning on the 500mb package. Keeps dropping every 30 mins or so i am hoping this is because i need the new router.

It's never dropped before. I will test it when the new router arrives it better fix everything as i work from home

I actually had that at the weekend, things would constantly buffer or drop out. I put it down to my setup but I wonder if it's issues from the service being "active at my address"

deravarra · 31-08-2020 11:01AM

Currently waiting on the phone to VM - wait time was 30 mins, and have been on hold for 28 mins.
After almost 6 months of Covid19, they should definitely be more prepared to deal with their customers faster.

allanroche · 31-08-2020 11:08AM

Took me 2 hours on Friday if that makes you feel any better

deravarra · 31-08-2020 11:11AM

allanroche wrote: »

Took me 2 hours on Friday if that makes you feel any better

Not really

So much for their 30 mins wait time. I am calling from work and can't be staying on the phone for that length of time.

I am sure they understand that my time is just as valuable as theirs :P

Perhaps I should start billing them for time wasted?

allanroche · 31-08-2020 11:19AM

deravarra wrote: »

Not really

So much for their 30 mins wait time. I am calling from work and can't be staying on the phone for that length of time.

I am sure they understand that my time is just as valuable as theirs :P

Perhaps I should start billing them for time wasted?

I'm not sure they understand anything

I've decided to open the chat on the support page and see if that gets me anywhere

deravarra · 31-08-2020 11:25AM

Isn't it amazing that I could get through to sales in less than 3 minutes, but have to wait for ages to get through to anyone else?

deravarra · 31-08-2020 11:32AM

I hung up after an hour of waiting on hold.
I tried the whatsapp messaging service and asked to cancel my order.
Got a response back to say that cancellations can only be done on 1908.

what a circus!

FaganJr · 31-08-2020 11:52AM

MikeyJoyce wrote: »

Ordered the new 1gb service on Friday got a text from nightline saying the new router will be delivered today before 6. It's a bit strange some people are waiting and other orders are getting shipped straight away

Was a Google ChromeCast part of the upgrade you ordered?
Thats probably whats coming.
Same happened me last week, had to ring up and find out where the modem was and was told the order is processing so have to wait for another text for delivery.

You could be lucky though!

DecTenToo · 31-08-2020 12:38PM

There seem to be problems with any orders created early on. My order was done on the 20th with no moment for a week.

There was a lot of confusion on customer services, sales, twitter, and whatsapp as to the state/progress. In the end, someone cancelled it, but of course, didn't tell me.

While trying all channels, I got through eventually.

I reordered on the web on Friday. Got all the confirmation emails on Friday and Saturday. I had a text this morning to say it would be delivered Tuesday.

Let's see what happens tomorrow.

allanroche · 31-08-2020 02:56PM

DecTenToo wrote: »

There seem to be problems with any orders created early on. My order was done on the 20th with no moment for a week.

There was a lot of confusion on customer services, sales, twitter, and whatsapp as to the state/progress. In the end, someone cancelled it, but of course, didn't tell me.

While trying all channels, I got through eventually.

I reordered on the web on Friday. Got all the confirmation emails on Friday and Saturday. I had a text this morning to say it would be delivered Tuesday.

Let's see what happens tomorrow.

I followed your example and rang the sales team on 1908. The girl on the other end was extremely helpful and informed me that the order fulfilment takes please at a centre in India.

She also told me that the whoever originally processed the order left both my original services and the 1Gb service active together on the account so between that and the site in India (which is now apparently under full lockdown) the order was left in the processing state.

She cancelled the order for me and arranged for the upgrade to go through again and replacing my existing service rather than side by side as before. Fingers crossed now that things are on the right track.

deravarra · 31-08-2020 03:21PM

allanroche wrote: »

I followed your example and rang the sales team on 1908. The girl on the other end was extremely helpful and informed me that the order fulfilment takes please at a centre in India.

She also told me that the whoever originally processed the order left both my original services and the 1Gb service active together on the account so between that and the site in India (which is now apparently under full lockdown) the order was left in the processing state.

She cancelled the order for me and arranged for the upgrade to go through again and replacing my existing service rather than side by side as before. Fingers crossed now that things are on the right track.

How long did it take for that call to be answered?

allanroche · 31-08-2020 03:42PM

About 20mins or so. Sales seem to be a good bit quicker than support.

Correction: the entire call took 32mins

GeneralInter · 31-08-2020 04:17PM

I ordered on the 26th, called again to make sure of hub delivery day and was assured it would be in "the next few days". Turns out there was some error so it would have taken more than 30. Fixed that and have been told again it should be in the next 1-2 days I will get it delivered.

Should have it up and running by Christmas :pac:

CoBo55 · 31-08-2020 05:41PM

GeneralInter wrote: »

I ordered on the 26th, called again to make sure of hub delivery day and was assured it would be in "the next few days". Turns out there was some error so it would have taken more than 30. Fixed that and have been told again it should be in the next 1-2 days I will get it delivered.

Should have it up and running by Christmas :pac:

2021....

MikeyJoyce · 31-08-2020 07:39PM

Order arrived this evening at 6:30 including the new router and chromecast. Setup in modem mode without any issues still getting 500mb cap but ill wait a day or so and see does the speed increase

gnf_ireland · 31-08-2020 09:48PM

Tempora wrote: »

You need to have an IPv4 address assigned and DS-Lite disabled to use modem mode. It's a setting on virgin's end, you're best off calling tech support once you're up and running and getting yourself switched over.

Thanks Tempora. I was just wondering if it could be done at time of ordering, but I guess not. I had requested same off Virgin 3 times in the past, but it was never done. I guess I will have to try again a few times more and see how I get on

Sockman1979 · 01-09-2020 09:15AM

First time posting here, been driven to it out of frustration, collected new router yesterday, after the mess they made of the initial order like others here, plugged in and was getting 500 down and 48 up on WiFi, got 600 on wired connection. Then started dropping connection to internet all day and evening and the WiFi is now horrendous in the house, one or two bars on iPhone standing beside the router ! should I wait a day or two to see if it improves or has anyone else had the same problems ? Thanks in advance

La Haine · 01-09-2020 09:24AM

Christ, and I got notification that mine is arriving today. HAs anybody that installed it been 100% happy?

MikeyJoyce · 01-09-2020 10:17AM

1GB connection is active this morning but i am still noticing the dropouts as of 10am i am getting on to tech support to see whats happening.

arden · 01-09-2020 10:27AM

Is it just me or is the new gigabit router a "Virgin Media Hub 2.0" ?

This is what I see in the web interface all over the place, not 3 or 4 as I see in some posts online.

It's an Arris TG3492LG-VMIE, black in colour, Loaded config file: TG3492_cm_res009_v4-sip.bin

I also get random drops throughout the day, on lan and wired, not a reboot, just a drop for about 15-25 seconds, then all starts working again, very painful on zoom calls or playing games online.

I've since setup a monitor to see over all drops throughout the day here

Virgin 1Gb now available.

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