I've been a happy Virginmedia customer for a long time. Due to distance from the exchange, for a long time it was the only option for a connection >1 meg and happliy I rarely had issues (1 fault in about 10 years that was fixed in a hour).
So, when we came back from Amsterdam, I signed up with them again for their lovely new 100 meg service.
The "Super Hub" resets itself to factory default every 2 days, the internet connection drops regularly, sometimes I have to call to get them to reset the connection as rebooting the router eleventy billion times doesn't always bring it back, wi-fi signal is very poor, sometime the wifi will randomly stop letting devices reconnect until you reboot it etc. etc.
Looking on the internet (when it's up) confirms that the Superhub is absolute garbage and all the faults mentioned are well known issues which can only be fixed by replacing the Superhub. Yet every time I phone they say "well, there's a local fault that probably isn't the problem but may be affecting you, call back in 3 days and if you're still having problems we'll replace it". Repeat ad-infinitum.
Highlights from this weekends series of calls:
Indian Call Centre Drone: "OK, I need you to power off the router so I can send it a signal"
Me: "You're going to send it a signal when it's powered off?"
ICCD: "Yes, Can you unplug the router from the mains?"
Me: "OK, I've unplugged it"
ICCD: "OK, so you've unplugged it?"
ICCD: "Is it also switched off?"
Me: "Yes, I've disconnected it completely from the power and it's now, somewhat co-incidentally, completely off"
Me: "The router reboots itself every 2 days and resets itself to factory default settings"
ICCD: "You don't need to do that"
Me: "I don't, it does it itself!"
ICCD: "Why are you rebooting it every 2 days?"
Me: "I'M NOT!!!!!!"
ICCD, after I've explained all the problems above: "OK, you need to set the wifi to channel 11, this will solve your issues"
ICCD: "turn off the firewall, this will improve stability"
ICCD: "let me take remote control of your laptop so I can set up a guest network for your iPhones"
ICCD: "Because I need to"
An engineer is coming out tonight to see it. I may hold him hostage until they can supply equipment that works.
The politics of failure have failed. We must make them work again.