Forum Discussion

Craig1232's avatar
Craig1232
Joining in
29 days ago

Not happy - no internet

I had my new virgin media broadband installed on Monday. Yesterday afternoon, around 2pm there wasn't any Internet. I use VM app to find out if there is a problem in my area. It says there are no broadband problems in your area. So I call VM helpline and after 3 attempts to get through they stated that there's an outage in my area and by this morning, it still hasn't been resolved. 

I understand that the equipment VM use is like any other and is sometimes prone to failure. However why can't VM tell us on the app or send me a text that there is a problem in my area to save me the time and effort in calling and talking to a machine for 20 minutes. In a world brimming with new technology and the ability for us to communicate all over the world in seconds, VM don't seem to be able to admit  that there's something wrong. Why?

 

[Mod - title edited for clarity]

5 Replies

    • Craig1232's avatar
      Craig1232
      Joining in
      29 days ago

      Done that, apparently there's no problem in my area!!

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    29 days ago

    VM do not pro actively notify customers of faults, other than the above number noted by Cardiffman282​  and the website status page.  It would only be a very major loss of service nationwide for VM to announce anything.  

    It should also be noted there are no SLA's on the Residential Contract, so if WFH then a backup plan should be in place.

    • Craig1232's avatar
      Craig1232
      Joining in
      29 days ago

      Sorry but that's ridiculous. So they haven't got any technology that can text people in a specific postcode to tell them there's a problem and save the hassle of calling VM. Bonkers!

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        27 days ago

        Hi Craig1232 

        Thanks for posting and welcome to the community. Apologies for any Broadband issue. Not the ideal start. We can see you've had an engineer visit since your post so we do hope everything is resolved for you. Please keep us posted if you need further help.