To expect Virginmedia to answer their 'help' line!

[MeaMaximaCulpa]

I've been on the 'phone over an hour - three calls in all since 9am - and no sign at all of anyone answering the Virginmedia helpline (0345 454 1111).

Desperate to get a technician out to sort out why we suddenly lost our wireless connection yesterday. Got broadband wireless with Virginmedia and can still get internet access at my desktop PC, via cable but DCs PCs have no internet access nor does my laptop etc.

Urgently need help as I use internet and PC for work but DCs use their PCs for homework and leisure and even one evening without wireless access has been pretty dire.

Does anyone know how to 'break through' and make contact with a human being at Virginmedia, as opposed to waiting and listening to crass music piped through the phone for hours at a time? Is there a 'secret numer' you can call and get through to someone?

Obviously have already tried the usual stuff myself to get wireless working again, like switching everything off and then on again - more than once - but nothing works.

Posting here for the traffic and hope someone out there can advise?

if you have virgin phone ring 150

(Maniacal laughter....)....my virgin phone line stopped working about three years ago...might be four actually....and after days/weeks of trying to get through to them, to fix the phone line, spending hours on expensive and unanswered phone calls, I gave up

So no, I don't have a working virgin phone...so here I am, still listening in to crass music on their 'helpline', totting up pounds on my phone bill and still getting nowhere...slowly losing sanity...and money...and patience....

No I would never ring them for a problem like this. They are technically useless as the best thing they can do is tell you to turn it on and off.

First is the wifi light green on the side of your router? If it is, can you log onto your router? I had virgin until a couple of months ago and you could. Can you see if there are any errors for your wireless network? Are there devices connected? This is to eliminate the problem being the PC as you didn't mention if you are getting signal on other wifi devices. If you know all devices can't connect then the problem is not your PC. Lastly try rebooting your router to see if you can fix it.

FWIW the virgin router is rubbish and we regularly have to reboot. It sometimes even loose the SSID name we assigned to it. Recommendation is actually use your own wireless router connected to the modem.

when you phone them, choose the option "I want to cancel my account", I can guarantee you will get someone on the phone pronto. They can then connect you to the technical support. Good luck.

lol greenmouse is right. They answered when I rung to disconnect.

Similar maniacal laughter. YABU. Virgin has the very worst customer service ever so why are you expecting them to pick up?

Try emailing the CEO on [email protected]. At least you will get a response and a phone number that gets answered, and not have to spend hours on the phone. Basically, though, move to a different provider if you want to keep your sanity.

Thanks....this is getting stupid here as I finally got connected to someone in India and immediately cut off again....

So..on the router, the Wifi button isn't lit. Should it be lit? Should I push it? I am totally paranoid to lose internet access altogether as I'm right in the middle of work and still have internet access at my desktop PC, via the cable. It's just everything else in the house has no internet access.wifi signal suddenly.

Basically, all devices except for the desktop connected directly to the cable/router - don't have internet connection suddenly.

I switched the router off at the wall - I did that twice already last night - waited - switched on again and still no wireless connection - only the desktop directly connected to the cable......

Oh wow! In the middle of writing this, I finally got through to another human being, this time based in Wales I think, judging from her accent. She's successfully guided me through a website online and all I needed to do was click a tick in a box (Enable Wireless Gateway Radio) - and everything is working again now! Yey!!!!

So that was 2 hrs and 20 minutes on and off calling, with the longest on hold being 20 mins, before I put the phone down and then averaging 12 minutes for each of the 5 other calls.

Now why wasn't there something easy to find on the Virginmedia site that told me how to do this in the first place and saved me hours of wasted time and all that money for the calls?

Virgin have no bloody idea of good customer services.

Good luck OP.

The online tick box would be logging into your router btw. What she is saying is wifi is disabled.

You log into your router using your browser. Technically it's on the intranet btw. Hope you learn something more about networking! It really isn't a mystery. When the engineer came and set up your connection they would have left details for you to log onto your router to fix things like this. If they didn't they probably didn't give it to you because you are a woman

So what OP should ask us why was WIfI disabled in first place so she had to re-connect again?

is
Not us, even though we're nicer and better at these things than bloody Virgin.

coffeeinbed from what I gathered, virgin pushes out firmware updates and resets everything to some random settings. We have lost our custom SSID, password and also device lists a few times like this.

Ok.

It's always useful to know what they are doing.
Because often their customer service has no India.

idea!!!

By the way it is my guess. I worked for a certain other company that have devices in customer homes before. They also regularly pushed updates to customers. What you would notice as a user is that your set top box would turn on to the introductory video or a new layout on the EPG. It's bad patches that would ruin a customers' custom settings. It really shouldn't do that unless absolutely necessary.