Perpetual Broadband Issues

I decided to switch to Virgin Media Broadband last year. They had just installed fibre in my area and came offering a great Black Friday deal. I took some time to think about it and went ahead. Unfortunately it’s something I’ve been regretting ever since.

After a short time, my internet started to drop out at the same time every day. It would go off for around an hour or so. It became a predictable pattern, and so I decided to contact Virgin Media.

A technician was sent out, they checked over everything, cleaned the cables and so on. Everything should be OK.

It wasn’t OK, the problem was still happening. So, again, I got in contact with Virgin Media. Another engineer was sent out; this time they discovered that my neighbours connection was dropping at the same time as mine. The problem was somewhere further down the line and a separate team would have to look at it. Weeks go by and nothing happened, so I got in contact with Virgin Media again.

At this point I was super frustrated because I couldn’t seem to get the agent to understand that I’d already had someone come out and that the problem was further down the line. They insisted on asking me basic questions about my set up and sending “strong signals” that should fix it.

I decided to complain; after which they did send a team out to fix the problem. The fix lasted for a week or so before the connection started dropping again.

I have since had three more engineers out. Cables replaced, cables cleaned. One of the engineers checked our neighbours connection again and found that theirs is still dropping out at the same time as mine. Another fault was found and supposedly fixed. Except the very next day, the same problem, my connection dropping predictably, multiple times a day.

At this point I have no idea what to do. It’s affecting my work and my leisure time.

I asked at what point I can be let out of my contract due to their inability to provide me with a stable connection. I was told that if the engineer thinks it’s unfixable they will put a note on my account. But they always think they've fixed it. Ahh dear.

Honestly wish I’d never switched, it’s done nothing but add extra stress and frustration to my life.

What do I do?