3 months waiting for repull, about to cancel.
Started 1st Dec 2024 virgin contacted me to inform something not right with connection. 3rd Dec connection dropping approx 4x per hour, called virgin they did remote tests. 5th Dec called virgin problem worsening technician booked for 7th Dec. 7th dec technician arrived completed some work was OK for approx 1hr then kept dropping again. Called virgin back booked 2nd technician for 10th dec. 10th dec no technician, no call to update. I contacted virgin they informed me problem had been fixed remotely. Connection now dropping approx 14x per hour loss of connection random for 10secs to an hour. Engineer booked again for 16th dec. 16th engineer assessed and concluded external cable needs replacing keeps earthing. Will need a dig to replace the cable. Engineer.said he would book construction team for 14th Jan. 14th Jan 2 virgin engineers turned up and then left no contact to let us know what's happening. Called virgin told construction crew hadn't been booked first appointment will be 18th Feb. From mid Jan could not connect at all so whole family increased data on mobile phones to ensure can access Internet for work, school and entertainment purposes at an additional cost to us. Virgin also asked about renewing contract when discussing the issues on a call they agreed to sign me up for new contract but with no tie in I agreed hoping to get the connection back soon. 16th Feb workers arrived and drilled access point at street level. 18th Feb no construction workers no update again. When I spoke to virgin again they advised it is now outside the time construction workers work so will be March earliest. I get transfered and told details will be passed on and issue sorted within 48hrs as I have no service. 19th Feb received message construction due 23rd March called virgin to query as was informed 48hrs, informed this time it will be escalated and completed by end of week. 24th Feb no arrival called virgin 8.30am to be told they will chase up and pass on to manage for call back now 7.25pm no call back with update. During all of this virgin have not maintained contact to update me but have continued to take payment for a service I'm not receiving and have suggested no temporary alternative ie sim cards to provide connection or temp wire to be fitted.
