Lost internet 3 weeks ago first they replaced my Hub 3 with anew one which didn’t help finally Thursday this week 2.5 weeks later they replace my outside cable as they thought this might be the issue still no internet they are now trying to claim an area outage which they say will take a week to fix though my neighbours VM is fine where do I go from here
Issue was in cabinet over the road they had plugged me into a faulty tap
I get No RF signal detected on my Hub and have run a cable test with my Network tester so I know the cable is okay the issue will be at the cabinet over the road from my house why is it so difficult to get someone to check these things
Not too much you can do other than keep applying pressure on VM.
What does the automated service status number 0800 561 0061 say about any area faults?
You will be eligible for compensation for the outage
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
Keep detailed notes in a timeline format of everything that happens, along with evidence of all VM's failures to fix such as texts, emails, screenshots etc. This will help ensure you are paid the correct amount.
In the meantime, look into alternative options to keep you connected such as a mobile hotspot, data SIM etc. on a rolling 30 day contract.
Says nothing about an area fault only that engineers in my area are working hard to resolve the issue ☹️
" ... engineers in my area are working hard to resolve the issue" does kinda sound like ... an area fault!
Just keep a note of dates/times of the reports and estimated fix times (if given) for the purposes of getting the correct compo.
Will do and your right about it sounding like an area fault just annoyed as speaking to my neighbours I’m the only one affected by this outage they are both fine (both are VM customers) but really appreciate your advice on this
But thank you @goslow for suggesting the phone call to try just seems I phone them and get ignored I suppose all I can do is daily phone calls
Forum TeamHi spike__70 👋.
Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with the service in your area. Faults can take a period of time to repair depending on the nature of what is causing the delay where we may need assistance from third parties, additional permits, or have constraints or parts that have particular time frames.
We do apologise for the length of time that this is taking to be repaired, so that we can look into this further we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
Thanks.
Sabrina
Issue was in cabinet over the road they had plugged me into a faulty tap
