Broadband has been terrible for the past two days, Customer Service is even worse!
I work from home on a Thursday and Friday every week. Have been with Virgin for about 3/4 months now, never had an issue until yesterday (08/03). Every single call I took at work, I lost connection. Then when going on to my PC at night, I can't play anything because of the extremely high lag, which results in me losing connection.
I pay for 1GB of broadband per month and I've just had to wait 15 minutes to load this website. On top of that, why in the bluest of blue hells is Virgins Customer service / Support section so bad? I signed in on the app, with it stating everything was fine with my connection. Tested my hub, said i'm getting intermittent issues in my area but wait 24 hours and it'll be fixed (same as it was saying all of yesterday). Fix what exactly? They don't know whats wrong, but are claiming they are going to fix it?
Then I wanted to book an engineer. Even though its late, I did try calling. Got connected with the automation, spent 25 minutes on the phone going through steps and then it hung up on me. My neighbour, also with Virgin, informed me he was having issues also and booked for an engineer to come out on Tuesday. He told me he did this via the online chat assistant. Loaded up the website, after 15 mins, started going through the motions with the chatbot. Got to the point where it asked for my number and told me it was gonna message me on Whatsapp. Never came through. Then asked me to message it on Whatsapp, my message never went through. I'm just stuck in a ******* endless loop where I'm yet to actually contact anyone and get an engineer booked in (i more want to let them know they will be at my neighbours, so they could call here also on the same day)
As for what the actual issue is, I have no idea. I work in IT Support myself. Streaming services are working fine, kids tablets, it's just my personal PC that is suffering the consequences. Have rebooted the router, the pc, unplugged, plugged back in, you name it it. It will not improve. I'm lagging like i've got less than a mb of internet, yet when running a speed test its telling me i have my full GB and 300/500mb on the wifi. Anyone experienced this before? Anyone got a clue how I actually contacting these people?