2 Months of Dropouts in NW London - Still No Fix & Tired of VM’s Excuses!

Question

Consistent internet drop-outs in NW London for over 2 months now. I’ve called customer support more than 15 times throughout this period and every single time they just ask me to check the service status. It always shows “Broadband issue in your area” with an estimated repair time that keeps getting pushed back again and again for 2 months. This false hope is frustrating and unacceptable!

On top of that, I can never get an engineer visit because they keep playing the same game. They’ll say there’s an intermittent issue in the area and ask me to wait 24 hours before booking an engineer. Just before the 24 hours ends, they update the status to say “all fine now” so I can’t book anyone. Soon after, the internet drops again and the whole cycle repeats. It feels extremely sneaky and designed to stop customers from ever getting an engineer.

I’ve also called the support line over 10 times in this period. The latest was on 13th Aug when their CS agent (Ben, sounds Philippines) promised me the issue would be resolved by 15th Aug and that he would personally call me with an update or book an engineer. No call was made, no update was given!!!! This shows the problem runs across the organisation.

I am really disappointed and on the verge of breaking the contract and moving to another provider. If VM try to charge me any early disconnection fee, I will fight this. I’ve recorded all my calls and kept screenshots of the repeated false promises since early July.

Please fix this and get to the bottom of it. Send an engineer to my house and check the cabinet or whatever is causing the problem. Stop giving the same line that “you’re working hard to fix this” - more than 2 months is not hard enough!

Marce95 · Answer

I am in the same situation and I am requesting a deadlock letter now, I will try my luck with another internet provider, here is my post Virgin Media Area Outage loop - N11 London | Virgin Media Community - 5661371

rickjames09 · Answer

Hi VM team,Just had the chance to look the log and noticed that my hub is experiencing repeated upstream issues.~60x T4 timeouts since last reboot -ie. yesterday (majority on DOCSIS 3.1 upstream channel)Frequent MDD message timeouts and RNG-RSP CCAP commanded power warnings.Upstream power levels peaking at 53 dBmV, which is outside the stable range!The hub is losing upstream lock to the CMTS which causing repeated service dropouts. Seems like RF signal problem on the line.Please arrange for an engineer to check my house and ingress/noise on the upstream DOCSIS 3.1 channel at the cabinet and rebalance or replace line components if necessary.Thanks.