Forum Discussion

randysparks's avatar
randysparks
Tuning in
11 months ago

Local area having problems since January

Our local area has been having broadband dropouts since January. It's a hot topic on the local Facebook groups. Usually the internet connection either dies, or becomes very slow/flaky (e.g. pictures won't load on a website).  

We use the service checker page and report the fault, and are told there is indeed a fault and it's getting fixed. But it either isn't, or it just comes right back again.

Sometimes we're offered the choice of registering for compensation, but sometimes that option doesn't appear. 

What can we do?

  • You should be able to exit your contracts without penalty of early disconnection fees under the Consumer Rights Act 2015 on the grounds that VM has demonstrably failed to exercise reasonable care and skill in going about the supply of a reliable broadband service in your area. Contact Citizens Advice. 

    • randysparks's avatar
      randysparks
      Tuning in

      Thanks. Some people on the local groups are trying to do this. 

      But me, I'd just rather have a working internet connection. Our only other choice is 5G Broadband, which we tried for two years and was even worse. Or ADSL via the phone line, but we've lived in our house now for five years and never even had the phone connected. I'm unsure where the master socket is, for example.

      Is there any way to escalate the fault so that somebody more senior at Virgin takes a look at it and actually puts in place a proper fix? 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.
    The "compensation "timer" can also be started on this number if appropriate.