We have been having intermittent outages for a few weeks now. Yesterday I rang Virgin Media to sort out our problem. After the call operator did a small check their side he told me that there was a problem in our area with (basically) our areas cables being overloaded. I was immediately offered a £10 refund & I was to ring again in 30 days if the problem continued when I would get a further £10 refund. I was told that the problem should be rectified by 14th of February 2017 but could be later. NOW HERE IS MY COMPLAINT (a) If the problem is expected to continue till at least February 14th 2016 why do I need to ring again in 30 days (b) Even more disturbing is why should ANY CUSTOMER who has this problem in our area or any area for that matter have to ring at all. Surely everyone should automatically get the refund. Virgin Media has the technology to see who is affected (c) Why has Virgin Media overloaded their system by connecting other customers to what they are admitting is an overloaded system & causing this problem. MY ADVICE (a) If you are suffering outages ring Virgin Media to see if your area is also overloaded & you should at least get the £10 refund per month. (b) If you get more than £10 please post here so we all can get more (c) Whilst writing this post I have just realised that I am on the XL package for broadband I wonder are they offering £10 across the board if so that is a miscarriage as it should be proportionate to what you are paying for
Merry Christmas to everyone AND FINALLY PLEASE DO NOT ABUSE THE TELEPHONE OPERATORS IT IS NOT THEIR FAULT
Sorry to hear about the problems you're experiencing with your connection, you make some good points.
I've checked the fault in your area - F004840591 which is currently on-going due for review on the 22nd Feb. I'm pleased to hear you've received your credit to date, please continue to seek this credit for the loss of service.
We're unable to inform customers before the fault occurs but we can keep in touch with you and update you when the fault ticket gets reviewed next month.
Thanks for your patience,
Catch you soon.
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