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dlwvox's avatar
dlwvox
Joining in
2 days ago

Complaint: cannot raise complaint by web form

I cannot raise a complaint on your web form because it does not work: upon submitting my complaint the web form returns a complaint tracking number of ****. Therefore I am unable to track my complaint. 

My virgin media broadband went down on Monday, 12 May, at approximately 2:45 p.m. Went on to my virgin account to find that therewas an issue with my service and a fault number was given of f011815576. Status report stated that engineer was working on it and approximate time of fix would be 10:00 a.m. today, 13 May. No fix has occurred. Today, 13 May, status reports showed approximate timing for fix would be 2:00 p.m. on 13 May and then tonight there is a status of approximate fix time 10:00 a.m. 14 May.  As I write this at 8:00 p.m. tonight, 13 May, I still have no virgin broadband service.

There appear to be no virgin issues reported in the community at the moment: I have checked our local community Facebook group and no one is reporting virgin issues. I have also checked with friends in the village I know to be on virgin and they are not experiencing issues either.  so, I need somebody at Virgin to sort this out. I have done the usual tasks of disconnecting the router and reconnecting it but I still have no broadband service. I am unable to get hold of anybody in Virgin media customer service because their automated response has registered my fault and offers no option to talk to a human being to find out what the problem is. 

Is there any way of getting into the bottom of what the problem is and whether an engineer is really coming out to fix this. I need an answer before I decide to move away from Virgin. 

I have attached screenshots of two of the status reports. 

I need this resolving as I am housebound and you will see my status on your records.

 

 

 

 

2 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    2 days ago

    Have you checked your existing info against the automated service status number 0800 561 0061? This is supposed to give the most localised info.

    Any info you get from VM is nothing more than an estimate. If VM is acknowledging a general fault there is nothing that VM can/will do for you individually until the general fault is cleared. It is regularly mentioned (complained about) on here that customers can often book a VM tech visit only to find it gets automatically cancelled when a general fault in the area is identified.

    A VM person will reply to your topic, usually within a few days, and may tell you more but it might not be much more that you already know.

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    23 hours ago

    Hey dlwvox, thank you for reaching out and we are sorry to hear you are suffering from an outage.

    Just to confirm was a complaint raised?

    The outage is an SNR outage - SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. This affects the whole area.

    We understand this is frustrating however the network team will be working on a fix for this.

    We do have an automatic compensation scheme here but to qualify services have to be down for 2 full working days  and then you get £9.98 per day for a total loss of service. Please see the link for a full break down regrading this. 

    You can keep an eye on updates here