Forum Discussion

WorstISP's avatar
WorstISP
Superfast
2 years ago
Solved

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.

  • riso's avatar
    riso
    2 years ago

    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.

  • WorstISP's avatar
    WorstISP
    Superfast
    2 years ago

     

    Posting some proof below that it's NOT A WIFI ISSUE, because Virgin Media staff always lie and claim everything is a local network issue as their first response. They lied about this to the Comms Ombudsman too. Lying scumbags the lot of them.

     

    • Gareth_L's avatar
      Gareth_L
      Forum Team
      2 years ago

      Hello WorstISP.

      Thanks for your post.

      Sorry to see the connectivity issue is still present.

      if you are still looking to leave without penalty fees would that be okay with you?

      It would prove pointless arranging another service engineer to attend.

      Can you let me know if the above is okay and I will be able to get this actioned for you.

      Gareth_L

       

  • WorstISP's avatar
    WorstISP
    Superfast
    7 months ago

    ...aaaaand we're back.

    After the situation improving for 6 months we're back to square one. Virgin knocked me offline for the whole weekend, and now several times a day my local network is disconnected from WAN. The Wifi signal is strong and consistent, I can ping 192.168.0.1 and log into my hub without any problem, but there's a flashing red light appearing every few hours knocking me offline.

    Let's see if they escalate this to the Network team as they should, or if I'll have to waste my time waiting around for 9 support engineers visit me before they admit there's a problem again.

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      7 months ago

      Hi WorstISP,

      Thanks for posting and sorry to hear you've had some connection issues again. 

      I've had a look and can see you've been able to contact us, if you do still need help with anything please let us know.

      Alex_Rm

      • WelshGasman's avatar
        WelshGasman
        Superfast
        7 months ago

        FWIW I had the same service from BT many years ago on dial up. Lots of noise on line and disconnections.

        Took 3 engineers before the last, each senior to the last engineer visit, stating issue in the cabinet, and went and replaced something.

        Admittedly issue was intermittent, but the first engineer asked me ' if I was imagining it?'

        I have always found Virgin broadband great, until you have an issue, then it goes all to pot. I have also worked for them in their call centres in the past, and had to fight to get them to accept a payment from a customer who was going to be cut off. So I know how bad they can be. 😞

  • WorstISP's avatar
    WorstISP
    Superfast
    7 months ago

    Looks like the O2 mobile network is having the same issues in the area. Suspiciously interesting.

  • WorstISP's avatar
    WorstISP
    Superfast
    7 months ago

    Virgin Media found the time today to call me and ask if they could close my complaint...

    The issue isn't resolved, but they actually expected me to accept the issue as "resolved" on the promise that they would address the area-fault it in the future... Sounds like Virgin is trying to play with the customer-support metrics now. If only they would give such focus to network performance metrics instead.

    • gsb1's avatar
      gsb1
      On our wavelength
      7 months ago

      I think this is exactly what they're doing. I have had FIVE faults raised for this issue. Each time they mark it as "Fixed" despite not fixing it, probably so they don't have a fault open for an entire MONTH on their stats.

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      7 months ago

      I am sorry to hear this, for us to close a complaint down both parties would need to be in an agreement. 

      We understand area outages  are very frustrating and the network team will be working on a fix for this.

      Sometimes they are not a quick fix but they will get looked into. 

      • WorstISP's avatar
        WorstISP
        Superfast
        6 months ago

        Area outages are not the main source of frustration. The main frustration is when Virgin Media employees lie constantly and try to blame everything on the local network rather than just fix things when they're reported. I was left without internet for a month and now your thieving scammer company is trying to close the complaint with a £30 refund, which does not cover the expenses of buying mobile internet to replace the service that Virgin Media failed to deliver.

        Virgin Media is a scamming company which scams people. Your employer knowingly lies and cheats to take money from honest customers, and locks us into your crappy service while failing to even deliver it.

        Stop trying to act like I'm just annoyed by your crappy service, I'm annoyed about being lied to while I pay for a service I'm not getting.

        Once again your lying thieving colleagues want to start sending technicians out which is a waste of my time. I'm confident that this tactic is used to silence complaints by deliberately inconveniencing customers by forcing them to stay home from work to wait around for a clueless tech to replace the hub and shrug.

  • WorstISP's avatar
    WorstISP
    Superfast
    4 months ago

    The issue is back yet again. Amazing, you managed to provide a reasonable service for an entire 2 months this time before the issue came back. That's a new record, 2 whole months, but now I'm back to pathetic speeds and transient disconnections as per usual.

    I guess I have to jump through every single hoop again and you will continue to waste my time by sending engineers to resolve what has already been proven repeatedly as an area-wide issue.

    • Kath_P's avatar
      Kath_P
      Forum Team
      4 months ago

      Hi WorstISP, 

      Thanks for coming back to this thread. We're sorry to hear you're experiencing issues with your connection again. 

      Checking things here, there is nothing to suggest that there is an area fault affecting you. We can however see that some of the SNR levels are very low and the hub has experienced a very high number of disconnections. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

      I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks,