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jwnbentley
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SW17 area 21

No broadband at all - slow speeds or loss of connection for weeks and Virgin can't seem to fix it. Please can someone confirm what is going on? Complaint number COM101276511. 

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Re: SW17 area 21

Hi jwnbentley,

 

I'm very sorry to hear about the fault experienced.

 

I've had a look into this for you and it appears that you're currently affected by two separate faults.

 

One concerning SNR, under the fault reference F005019571, with a review set for today.

 

The other is a general fault affecting services under the reference F005035097, with a review also set for today.

 

I'll be sure to check up on this for an update later today and get back to you.

 

Speak soon,

 

Nat_J


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JPL8
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Re: SW17 area 21

Hi Nat_J,

I'm just curious as to why this post gained an almost immediate response from VM and yet I (and many others) have been waiting over a week for a reply to my own enquiry? I'm starting to see people that posted after me having their questions answered and yet my post has been ignored.

What's going on?

It's already very frustrating having to wait so long for a reply, but there doesn't seem to be a system in place where everyone is being dealt with equally and fairly. 

It's not very good customer service.

---

Don't get me wrong jwnbentley, I think you're very lucky to get such a swift response. Good for you!



"Cable broadband is typically faster than copper-based services, but a significant minority of users experience severe slowdowns in peak times." — Ofcom, UK Home Broadband Performance, November 2016
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jwnbentley
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Re: SW17 area 21

Thanks Nat_J for your prompt response.

I moved from BT because of these issues, it would be great to know when it will all be back to normal and what compensation will be reflected in my next bill.

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Re: SW17 area 21

Hi there JPL8,

 

Very sorry about this.

 

jwnbentley posted on another thread that I was responding to and picked up their query from there.

 

I'll take a look at your profile to see if I can assist with anything for you.

 

Speak to you soon,

 

Nat_J


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Re: SW17 area 21

No problem jwnbentley,

 

Fingers crossed all will be sorted today for you.

 

I'll get back to you before 4PM today with more information.

 

Speak soon,

 

Nat_J

 

 


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Re: SW17 area 21

Hi again jwnbentley,

 

I've had another look at this and it appears that the previous fault mentioned has now been verified as fixed.

 

I've sent you a private message in order for us to confirm some details relating to this.

 

Speak to you soon,

 

Nat_J

 

 


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