Forum Discussion

Manoj1's avatar
Manoj1
Joining in
3 days ago

SOS - No Virgin Media Broadband could the support help

Hi, 

I am with Virgin for over 6 years, 3 years in the new address (moved my services with me). And this has overall been a very satisfactory experience. But the initial move 3 years ago and last 6 months has been nothing but absolute misery due to intermittent connections. Today has been a total loss of service. And this issue will go on for a few months of no service like the first move 3 years ago (where it took Virgin over 2 months to resolve and connect me to the broadband). Could someone please get in touch to send an engineer asap PLEASE. your automated issue management system is broken which i can prove it to you. where an issue id is automatically generated with a promise your issue will be resolved in 8 hours time. then another automated message says the issue is resolve (when its not). Then another ticket is generated and it goes on. Its really frustrating ads I cant then work from home and lose my working days that cost me money. So if you cant fix it then at least release me from the contract that is going to finish on 6th Jan anyway. I am genuinely upset which used to be a great broadband service otherwise. My customer id is 682390402.

4 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    3 days ago

    What does the automated service status number 0800 561 0061 say about any faults in your area?

    You won't get a tech visit if there is a general fault (or you may be offered one, only to find it gets cancelled if a general fault is present).

    If you have a total loss of service, you need to phone it in to report it in order to be eligible for any compensation which might be due.

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

     

  • Manoj1's avatar
    Manoj1
    Joining in
    3 days ago

    08005610061 days there are no faults in your area 

    • goslow's avatar
      goslow
      Alessandro Volta
      3 days ago

      If there are no faults in your area, you can wait here for a VM person to reply (which can take up to a few days). Alternatively you will have to try one of VM's other contact methods if you need/want a quicker response.

      Phoning in may be your best bet as it will start the compensation clock, if you have a TLS, and may be the quickest route to get a tech visit.

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      2 hours ago

      Hello Manoj1

       

      It's disappointing to hear of the broadband issues experienced over recent months and the problems getting support with this, we appreciate you taking the time to raise this with us via the forums and welcome to the community.

       

      Can you confirm the nature of the connection issues? Are they over both wired and wireless connections? Is it a total loss of service? You mentioned you have been in the property for a while and this was previously not an issue, have there been area issues in the are during this time or around when this started?

      Can you access here and run the tests on your connection and equipment and let us know if it advises of any problems?