Hi,
We've had no internet for a week and our kids are going insane. Every time I call I get an automated update saying the fix is complicated and there's no way to actually speak to anyone - the recognition doesn't recognise my voice. The status page constantly pushes out the day when an engineer will come. Is there any way to get a non generic update or actually speak to a person? This is really making us question staying with Virgin.
Thanks
Ensure you get all automatic compensation due to you for the complete loss of service https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/
Ensure you get all automatic compensation due to you for the complete loss of service https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/
Hi emilyorr,
Sorry but as per the automated update and it being a complicated fix then VM can only estimate the repair time, hence they keep changing the time and date.
If a wide scale issue affecting a lot of customers then VM systems won't allow an engineer appointment to be made until that issue is rectified.
It may be that underground cable has broken and they need permits to possible close streets and dig pavements/roadworks to access the breakage, or they have problems finding the actual cause of the issue which may be noise/signal ingress caused by a customer performing their own repairs or moving of VM equipment. It may be a cabinet issue caused by accidental or wilful damage, or might have been caused by an external contractor.
The outage might be caused by something like the picture below, hence the estimated timescale changing.
