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squeen's avatar
squeen
Joining in
3 months ago

Dreadful service - speed and connection issues

I Ave been a Virgin Media customer for many years. We selected VM for stability of broadband. Both myself and my wife require to do some work from home, some if it critical. We pay for a 1gb connection. Over past week thrown off constantly speeds terrible 14-300mbs and unstable..no internet yesterday AM phoned and put onto an AI bot, "I don't understand" when asked to speak to an agent. Advised to unplug/plug in router(already tried).Then sent link to click "to allow more testing" then cut off without discussion or consent. Link expired when received X3. Tried to check service status c postcode and surname but account not found. Tried app "oops something has gone wrong" spoke to a lady by selecting "account option" said would raise complaint and request priority (seme day)engineer visit. Passed to technical..no idea what is wrong and no engineer visit to end of working week. Click on manage engineer visit link and it suggests no visit booked.

Utterly farcicle service and appalling customer service. From my experience nothing in relation to the customer service system/IT works.

Have emailed CEO but no contact yet.

I intend to contact the ombudsman if not resolved to my satisfaction.

A terrible experience.

 

Dr Scott Queen

 

[mod edit - title edited for clarity]

2 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    3 months ago

    Try checking with Area faults on  0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.

    Post the power levels, Pre and PostRS errors and network log from the Hub.  

    Setup a BQM to monitor your circuit www.thinkbroadband.com/ping  

    Also run a wired speed test on www.samknows.com/realspeed and post the results.

    Once done we can comment.

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    3 months ago

    Hello squeen.

    Thanks for your first post and welcome to our community.
    Sorry to hear you're having an issue with broadband speed and connection issues
    I'd like to investigate this for you.
    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the envelope at the top right of your screen that would be great. 
    Gareth_L