My Internet went down 9 hours ago.
I can connect fine to my hub setup on a Web browser but the info page shows "Network access : Blocked" and my hub status page shows "Internet (Access denied).
I don't owe any money. I've done the usual power cycle. I've even defaulted the whole thing and started from scratch.
Virgin are telling me it will be 3 DAYS before I can have an engineer.
Somebody at virgin please explain why the hell is my internet access denied
What do customer service say on 0345 454 1111 / 150?
They have told me there is no choice but to wait 3 days for the engineer
"Internet (Access denied)" reads like the VM Hub is not or no longer activated.
VM say there is no activation issue
After virgin spent two days telling me the fault was on my equipment, suddenly last night my service status changed to "area fault". I get a text telling me my engineer appointment has been cancelled.
This morning at 6am I check again and it still says "area fault" with a resolve time of 9am.
It's now just before 9. I recheck the service status and it tells me the fault is resolved.
My Internet is not restored and now my engineer visit has been cancelled and there are no new slots for ANOTHER 3 DAYS
Not good enough.
You can check for a local area fault on 0800 561 0061.
VM will not send a technician while that fault is open.
There is no longer an area fault. Otherwise I wouldn't have the option to rebook an engineer.
You will at least be entitled to some compensation. Make sure you get it.
Youfibre are doing a gig for 20 quid less than my current M125.
Shame, I have been out of contract but loyal to VM for over 10 years.
Must be a really "valued customer".
Not even an hour after the fault is apparently resolved, my service status yet again updates to "area fault" and my engineer is cancelled.
That's enough, I'm off.
Hi Whitebake,
Thank you for your post. We're very sorry to hear about the issues you've had with your service.
Can you confirm if you are still having issues with your service?
^Martin
A guy came and told me that a signal limiter had been fitted to my line in the street cabinet, for no reason whatsoever.
Removed the limiter and replaced my superhub as the front led had failed
It lasted the weekend and then this morning the brand new router completely reset itself and lost all the settings I'd programmed in over the weekend, and I'm now left yet again with no connection and exactly the same faults in the log.
Until Thursday that is. Youfibre will be along to tear your utter crap out.
A good move. But youfibre will be using a separate Openreach onnection. You'll have to remove the VM equipment yourself and return it to them.
Their bill this month is going to be pure comedy value.
No service for 6 days, on two separate occasions, for the same fault, and a 3 day wait for a fix is the best they can do. Really???
10 years out of contract, 10 years loyalty and this is what we get, pathetic customer service.
Both myself and my daughter are now completely out of phone data. Who's going to pay for our top ups?
Like I said, comedy value.
Sorry to hear you have had such a poor experience this month. We truly want to do our best to help from here. We have sent you a private message to best look into this. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.
Thanks,
I'm in the exact same boat as you. 10+ years out of contract. Currently being charged £58 a month for M125. I honestly hate this company. They have abysmal customer service and abysmal reliability.
I've lost count of the amount of times I've literally had to go and close their BOX across the street with all the wires dangling out, and years later they still haven't replaced the locks or replaced the bent doors, shocking.
Now I have the exact same issue, internet all went down, I got a bundle of texts 1hr after it went down saying they have an issue. I then get a text saying its going to remain that way for a couple of days, i then get a text saying its been repaired.
The fault wasn't repaired at all.
The router itself within its menu reports Network Access BLOCKED
I've never missed a bill in, paid direct debit for over 20 years, the fault only materialised when they themselves tampered with their network.
Like you I'm leaving them but to join Community Fibre who will offer me around 1GB down, 1GB up for a mere £25 which is 60% cheaper than what Virgin Media currently choose to charge me and its 8x Faster download and 50x faster on the upload.
Virgin media have lost the plot if they think they can keep treating people like they do. I only have to click my WIFI now to see just how man of my neighbours are using Community Fibre now on my street. They are loosing customers left right and centre believe me.
Horrible company, roll on the end of the month.. I'm going to stick it out until black Friday which is the end of the month and then I'm gone, don't with virgin forever... 20 years with them and they treated me like crap, but I had to remain with them because they were the fastest at the time, but not anymore.
