No internet, no repairs, no communication, Help needed please
HI all,
Just wondered if anyone can assist me with my broken internet issue as I’m not getting any replies or repairs from Virgin or any help at all but I’m still paying for this, ive been a customer of theirs for over 20 years and quite upset with the service and communications im not getting at the moment
On the first week of October we had a major virgin media internet outage in our area which took a fair few days to fix, but once this was deemed as fixed on the website I still had intermittent internet with low speeds of 2 to 5 meg download, I have the 1gig Volt package, I have always had great speeds and been extremely happy with my service as I have a full Aimesh system in my house with top of the range Asus routers controlling it all, I’m quite knowledgeable with all this and my home is a smart home where Alexa controls my heating, lights, washing machine, camera system, door locks, alarm, and so on,
But since the outage I never got my service back fully so on the Wednesday 09th I contacted Virgin and requested an engineer, that was booked for the Saturday 12th October, but from the time I booked it seemed to get a little better, by the time Saturday came I was getting full speed back and all was ok, so I though Virgin had re set something their end and I was all ok now so I cancelled my engineer in the morning before he was due to arrive in the afternoon, big mistake, by the evening my service went off all together and from there onward was intermittent on and off every few mins with poor speeds again to a maximum of 5megs downloads, but strangely enough the upload was still at 100megs, so I persevered with this until the Wednesday 16th October in the hopes it would right itself again but it didn’t, so I re booked an engineer which came out on the Friday 18th October, a very nice and helpful man who ran a load of tests tracing back the signals until he found out that it was the drop down cable from the main internet to my house that was faulty,
He then reported the issue back to his manager who said they will have to book a team to dig up the path and my drive and replace the drop down cable to my house and run new cables in the side house, I said great but I’m limited on time off work as don’t have any annual leave left, he left that with his manager and left, the next thing I got was a text stating they were coming the next day, Saturday 20th October this was great as it was a Saturday, I waited in looking out the door and window all day but no one turned up at all, I then got another text on the 22nd October stating that Virgin would be coming to do a repull on the Monday 11th of November between 8am and 1pm, this was no good to me as I don’t have annual leave left to be home for this, it needs to be a weekend or late afternoon as I can’t take any more time off work,
There was a link on the text to chat and re arrange the booking so I got on to that, but they said they don’t have any more slots and ill have to have that one, I repeated I cant do it and what do I do from here, they said I have to phone customer services, but that takes hours getting through to them only for them to be very unhelpful as always, so now I still have no internet a month on from the first faults with no information of when it will be fixed, I am also paying for monthly subscriptions that I cant use such as the full Netflix package, the Disney plus for my kids, Microsoft Xbox live gold for my kids each to play online gaming, Spotify, Amazon music, including the payment for my internet that I’m not getting, so Virgin are costing me a small fortune per month at the moment as I cant use all these services I’m paying for,
The only way we can get online at the moment is by hot spotting in to our mobile phones which isn’t the best,
Is there anyone out there could please reach out to me and possibly help push this through for me as its in the system but I can’t get nowhere with it and they haven’t got back to me at all
Many thanks in advance for any help
