Ongoing Internet Issues & Service Failures
Dear Virgin Media Support,
I am writing to formally raise concerns regarding the ongoing issues with our internet service and the repeated failures in your attempts to resolve them. Over the past few weeks, Virgin Media has scheduled approximately 8–9 technician visits, yet only three of these appointments were actually fulfilled. This lack of reliability has caused significant inconvenience, especially as two members of our household depend on a stable internet connection for their work.
One particularly frustrating instance involved a technician who arrived knowing the nature of the problem but was neither equipped to address it nor willing to troubleshoot further. Instead, he simply rescheduled the visit for another engineer, unnecessarily delaying the resolution process. On another occasion, two engineers arrived to replace the external fiber cable and assured us that the issue would be resolved within five minutes. However, instead of waiting to confirm that the connection was restored, they immediately left, and the problem persisted.
Despite our repeated efforts to explain the situation in detail and request additional support, scheduled appointments have continuously been missed without notice. Virgin Media has even claimed that we were absent for these appointments, yet our Ring doorbell footage confirms that no technician ever arrived on the supposed dates. This level of miscommunication and service failure is unacceptable.
As of now, our issue has been escalated to a "floating appointment" status, under the reasoning that additional permits and licenses are required. However, this explanation is questionable, as the property is privately owned and no council permissions should be necessary for the work. This vague approach only adds to the growing frustration, as we are now left without any timeframe or guarantee of when this issue will finally be resolved.
To reiterate, our network is still visible, but there is no internet connection. This suggests an external issue, contradicting the claims of the previous engineers who stated that the problem had been fixed before leaving without verifying their work.
At this stage, we require immediate attention and a definitive resolution. A stable internet connection is not just a convenience—it is a necessity for our household. We kindly request that Virgin Media take accountability for these repeated failures and prioritize fixing our service without further delay.
We expect a prompt response outlining the next steps and a concrete timeline for when this matter will be resolved.
