2 Months of T3 Errors - Virgin refusing to investigate.
Like many others in this forum, I've been getting disconnected from the internet several times a day, and looking at the logs on the Hub there's T3 errors logged around the time of each disconnection.
I complained about this 2 months ago, and Virgin are refusing to investigate the source of the issue.
1st engineer showed up and replaced the hub & attenuator. Told me if the issue continued they'd send a more senior engineer.
2nd engineer showed up and checked the signal strength, couldn't see the issue, and told me they'd send out a more senior engineer.
3rd engineer showed up and was decent enough, said that the issue was obviously in the cabinet, but we couldn't get access that day (building manager was out sick). Rescheduled the visit.
4th engineer showed up completely oblivious to any of the previous visits or notes about the fact that this issue was affecting the entire building and that everything inside my apartment had already been checked & tested, and that the issue was in the cabinet.
Now virgin are refusing to reply to my emails and ignoring this complaint. So from day 1 I've told them "you need to look at the cabinet", and the one engineer who was there to look at the cabinet was the unlucky sod who came around when there was no access available. I should mention that the 1st engineer told me that Virgin had the details to organise a visit with the building management without me needing to organise it, but apparently not.
So what do I do from here? The issue is affecting the entire apartment block, anyone on Virgin is planning to switch to Sky, while the Sky customers are happy. It's not just the apartment block, loads of people around the area are having the same issue.
I may have missed it, as I'm tired, but are you getting the issue with both wired and wireless?
You have a contract clause which states if VM can't provide a consistent connection over a specific speed for a specific time within any given month period, then you can cancel your contract without penalty.
You need to email the "CEO" email address found online. Outline you are putting them on notice on their beach of contract and are activating the clause from the date of the email. Tell them they have by a specific date within the contracted period to fix the issue, otherwise you're leaving without penalty.
Firstly - doing this, for me at least, got a response from a more intuitive team and a form of case worker against my problem.
Secondly - if they don't fix it within the time period, you then terminate the contract as it's your right.