Forum Discussion

Skw247's avatar
Skw247
Tuning in
6 months ago

No Virgin Broadband

After a thunderstorm on Thursday morning we had an area fault that took out all of Virgins services. Contacted VM and an engineer was due to come on Friday. VM cancelled as this was an area fault. Th...
newapollo's avatar
newapollo
Very Insightful Person
6 months ago
Skw247 wrote:

I know is is an area fault but VM keep stating it has been fixed so then the appointment gets cancelled. But the are not fixing the issue. As usual the website says no issues in my area

The website status report is for known issues that are more widespread, often affecting 100's or 1,000's of users, so not ideal for local problems.

The automated Service Status number 0800 561 0061 gives details of more local issues down to postcode level.

Skw247's avatar
Skw247
Tuning in
6 months ago

And the automated service telephone number has been sayingnthere is no fault. The bit that has got on my nerves is the fact that I have had an engineer booked on Friday Saturday Monday Tuesday and no I have to wait till Wednesday. If they did not cancel the appointment I could have had this sorted tomorrow. 

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    6 months ago

    Hi Skw247

    Thanks for your post and welcome to our community.

    We're sorry to hear about the area outage and do apologise for any inconvenience that's been caused by the visits being cancelled.

    How have things been since posting please?

    Is the service now working?

    Please pop back to us when you can. 

    • Skw247's avatar
      Skw247
      Tuning in
      6 months ago

      No issue is still ongoing had an engineer booked for today but got cancelled again and hot rebooted for tomorrow. The issue with the cancelled engineer visits is I cannot afford to keep having time off work as I keep losing £100 per day off. So far I am owed £100 in cancelled engineer visits as all of these have been less than 24 hours. Then 7 days worth of compensation for the service being down. After the service I have received I do not think I will be renewing my contract with yourselves. 

      • Megan_L's avatar
        Megan_L
        Forum Team
        6 months ago

        Hi Skw247, 

        Thanks for coming back to us about this issue with your connection after that thunder storm!

        It sounds like it certainly did a number on your area and I am sorry it's taken the Engineers time to get it corrected 😥

        I've checked your services today and I'm not seeing any major issues apart from some out of spec channels with your Hub which could give off intermittent symptoms.

        Have you had any other problems since posting last? 

        We can also get your compensation looked into, don't worry 🤗 

        Let us know how your connection is now and we will move onto the next steps.

        Thanks,

        Meg