Forum Discussion

owinn's avatar
owinn
Tuning in
4 days ago

Four days without connection need urgent help

Hi, I hope somebody can help me understand what is going on with my broadband connection. On Thursday morning I woke up to a flashing red hub4 so I called VM customer services who said the problem had been identified and would be fixed by the afternoon. It was then pushed back to midnight, then the next day. I called again and they reassured me it would be that afternoon again. Then it got pushed to the next day. And then the next.

I am really worried as I just started a new job and it is remote so if I don’t have a connection then I might lose my job. On top of that it feels like the VM team haven’t a clue what’s actually going on. As much as it’s good I’m being offered compensation, it won’t help me if I lose my job. 

Please can somebody help?

I am in the SL3 area and just need to hear from somebody who knows what the situation is!

thanks

Owen.

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complaint
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6 Replies

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    7 hours ago

    Good Afternoon owinn, thanks for your post and welcome back to our Community Forums!

    Sorry to hear of the recent issues with the services, and the flashing red light on your Hub 4.

    Looking into your local area, there doesn't appear to be any outages present currently.

    Can you please confirm how the connection has been over the last 24 hours?

    Are you still subjected to the flashing red light hub?

    Thanks,

    David_Bn

  • owinn's avatar
    owinn
    Tuning in
    3 days ago

    Short but sweet update. I’ve switched to a different provider who are offering more for less and hopefully won’t lie to my face. Adios Virgin Media, I shall not miss you.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    4 days ago

    Just keep checking with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level.

    If your work depends on a good broadband connection you should really get some backup, a WiFi dongle and or VM business account.

    VM home broadband comes with no SLA and the time to fix is ‘best endeavours’.

    • owinn's avatar
      owinn
      Tuning in
      4 days ago

      Sadly I can’t even use the landline as it’s connected to the hub. I suspect it’s something to do with an open VM cabinet down the road that’s just being tied shut with a bit of cable… but who knows. What I object to is being told nonsense by the team on repair times. 

      • -tony-'s avatar
        -tony-
        Alessandro Volta
        3 days ago

        you are not been told nonsense they are lying pure and simple - the reason for that is they have not a clue so tell you anything to get you off the phone - 24 hours - will ring you back - your fault - moon is made of green cheese etc etc

        it will be sorted as and when - until then you will get the same BS/rubbish - you need to sort an alternative - 5g simm being a quick option - it might be sorted tomorrow - it might be next week or next month - its as open as that