Forum Discussion

Kellyf18's avatar
Kellyf18
Tuning in
11 months ago
Solved

Been disconnected

Help I have just left Virgin today. I won't be disconnected for a month however I've got home and my wifi has been disconnected!!! I've had a nightmare with them last few days 

  • Thank you for joining me on private message Kellyf18 

    Glad we got this all resolved for you tonight. 
    If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
     

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    You sure there just isnt a co-incidental "outage"?

    Check first for any “known network faults in your location - Look in 2 places

    1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

    2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    • Kellyf18's avatar
      Kellyf18
      Tuning in

      I have tried checking there are no faults and I have reset the box ECT. 

    • Kellyf18's avatar
      Kellyf18
      Tuning in

      Was upgrading and They falsey sold me a "free" sim card with O2 (she Insited it was a payg sim). Extra £10 a month contract, she didn't tell me this....I couldn't get thru to cancel it 4hrs on hold to be disconnected. Tired again. Asked to cancel the upgrade they wouldn't let me just kept saying I was loyal customer and contact O2 n just do the sim. Finally got thru to someone to who was amazing and they cancelled the sim they even said that I had been told the incorrect details of said sim. However I was that **bleep** off I canceled the whole package. I don't really watch much anyways so just getting broadband from elsewhere just been a paid back an fourth on the phone for 2 days. Some people need training I think on how they answer questions and not just use they reply on the sheet they are given. If they had listened and helped in the first place I would probably had accepted the mistake and apology and carried on. 

      • Cardiffman282's avatar
        Cardiffman282
        Trouble shooter

        I am guessing that they put your disconnection through immediately by mistake on the back of the full cancellation. 

        Carley is being really attentive so I would leave it with her to resolve. 

         

  • Hi Kellyf18 

    Welcome to the community forums. 

    Sorry to hear of the issues you've had with us and that you're having service concerns. 
    I can see that you've spoken to the team since posting and this looks to be resolved for you. 

     

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
     

    • Kellyf18's avatar
      Kellyf18
      Tuning in

      No no one has replied to me on the online chat to resolve 

      • Carley_S's avatar
        Carley_S
        Forum Team

        Oh okay, sorry to hear that Kellyf18 

        Do you have any issues affecting your wired connected devices at all or is this just over WiFi you have the issues?

  • Thank you for joining me on private message Kellyf18 

    Glad we got this all resolved for you tonight. 
    If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
     

  • This happened to me also. It went off whilst on the call to cancel. I actually asked if it had anything to do with the conversation and they said no. It's been 3 days and got to wait another 3 days for an engineer. Makes me all the more pleased that I'm leaving. 

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team

      Hi there Karlhumphreys88 

      Thank you so much for your post and welcome to the community forums, it's great to have you here. 

      I am so sorry to hear that you have faced this issue and thank you again for posting. I am glad to hear that you have an engineer though I am sorry there is a wait. 

      To confirm was this an area outage with an estimated fix date or do you have an appointment booked for at your property?