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recurrent broadband failure in area 14

No broadband and weak TV signal over the weekend from around 3 pm on Saturday. Back on at 9 am on Monday. This is the second weekend without broadband and TV in the last month. Occasional failures during the week lasting for several hours at least. Same symptoms every time so looks like the same problem - something is wrong and that something is not properly fixed. The way it came back on this morning indicates that it can be fixed very quickly (almost like putting a switch back on) but there are no engineers working at weekends. Does anyone know if this is true? It also feels like there is no proper monitoring of area faults and there is no proper fault reporting system in place. Speaking with customer service does not help as their remit is very narrow. If anyone had an experience with similar problems in the past and managed to find a way of fixing them, please can you share your findings and solutions. Thank you. 

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Re: recurrent broadband failure in area 14

Broadband was restored at some point on Thursday 16 March and so far was available without interruptions. It turns out my neighbour downstairs had a similar problem all along and had an engineer visiting yesterday who established that there was something wrong in the external box. Hopefully it is now properly fixed.

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Re: recurrent broadband failure in area 14

Just had a web chat with customer service or as they called themselves 'technical support' team. Nothing of substance because operators follow a script and can't do much. There is clearly a disconnect within the service system and it is clear now that there are no or very limited numbers of engineers at weekends. It is a shame because changing suppliers does not mean there will be no service failures. I would rather Virgin fixed it within its own system.

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Re: recurrent broadband failure in area 14

Tuesday, 14 March around 2 pm - broadband failure again.

Online chat with their technical support is not going anywhere because the fault is not yet showing on their system. Nobody seems to be paying attention to the fact that it is now 6 or 7 times that we had broadband failure in the last month or so including 2 weekends with no broadband or TV signal. 

Abysmal system that does not allow proactive review of a service status. 

Will try to get to their HQ - otherwise no hope to restore a reliable service.

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Re: recurrent broadband failure in area 14

No broadband on Tuesday, 14 March. Weak signal came back on for a few minutes in the evening and then was off again. No broadband or TV signals in the morning on Wednesday 15 March. Had extensive conversations with Virgin's technical and 'customer retention' teams on Tuesday afternoon and was assured that network engineers had been alerted but as of Wednesday morning there was no result.

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Re: recurrent broadband failure in area 14

Continue to update on the broadband failure: The service came back in the evening on Wednesday 15 March for several hours and then was off again. It is back in the afternoon on Wednesday 16 March albeit at a very slow speed. 

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Re: recurrent broadband failure in area 14

Broadband was restored at some point on Thursday 16 March and so far was available without interruptions. It turns out my neighbour downstairs had a similar problem all along and had an engineer visiting yesterday who established that there was something wrong in the external box. Hopefully it is now properly fixed.

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