Forum Discussion

MTS1's avatar
MTS1
Joining in
5 days ago

Service Outage

I live in Torbay and so far today have had no broadband or TV under a fault number: F011873638

I asked to be kept informed by text if any updates and that has not happened yet. We now have intermittent TV but still no Broadband. The fault notice says it won’t be fixed until Monday.

The system asks that you register the service interruption to get any compensation if it lasts a few days. But as it’s a known fault there is no button to click to register the service is completely out.

Alongside this outage I have had to unplug my two pods - as they started to overheat trying to find the hub. This is a known fault!

I spent the last week sorting really poor customer service - helped on here by Molly. I got a better deal but was left feeling quite flat about the customer service. Then this - no Broadband for apparently the next three days. 

Time to look at other providers I think. Get a separate TV source and a new Broadband service.

Anyone else in the same situation or have any idea when this ‘fault’ will be sorted, and how we get some sort of service?

Any info gratefully received.

Mark

Broadband
Help

5 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    4 days ago

    Morning Mark.

    Thanks for coming back to the thread. Apologies for the intermittent service issues. 

    F011873638 - fault number. With it being intermittent, it wouldn't qualify for compensation but I'll send you a PM with the Pod issue.

  • MTS1's avatar
    MTS1
    Joining in
    4 days ago

    Hi John,

    just to confirm the fault might say it’s intermittent - we have zero broadband! And we are going to have to go to friends to use laptops this weekend as we have things we need to do. Just another example of blanket automated systems that fail to identify the reality of the situation.

    The pods aren’t still hot as I have unplugged them. No point them searching for a signal that does not exist. The fact the only information is also supplied by wonderful volunteers on this site is also indicative of the core issues. It’s a great service but there should be so much more information.

    We forget just how much we rely on broadband - and being disconnected for this length of time is very frustrating. I am afraid I have listened to faith with the service from Virgin - and as my wife still works from home. She requires a steady service.

    We can’t be sure the service will be back up on the 23rd - but I will live in hope.

    Mark

  • MTS1's avatar
    MTS1
    Joining in
    4 days ago

    I just want to add to this thread - for the absence of any doubt - we have zero broadband service. Irrespective of what the attached information may suggest. I have removed my post code for privacy.

    The only thing worse than having no broadband is being told you have intermittent broadband when you don’t! Could the word intermittent relate to the requirement to pay compensation I wonder? 

    Mark

     

    • MTS1's avatar
      MTS1
      Joining in
      4 days ago

      Hi Carl,

      I have Virgin Connect and screenshotted the fact the hub is not found - there is no broadband to actually test. I passed this to a forum person and it has been confirmed my broadband is totally down. They even tried trying to remotely refresh the Hub but could not connect to it. 

      Very frustrating.

      The process of having to use kind hearted volunteers to help sort out a service I pay a very big corporation fir is still a baffling concept to me…I am now looking at alternatives. It’s just not good enough customer service. It needs far better real time comms - and not just automated emails and notifications - which are rarely accurate.

      But thank you for reaching out.

      Mark