Forum Discussion

Roundy99's avatar
Roundy99
Tuning in
25 days ago
Solved

7th day of broadband outage...

Currently facing a 7th day with no Broadband connection in CR0. So far between the service status app and customer contact centre I have been told;

  • Fix expected by 4:30pm on Monday
  • Fix expected by 6pm on Monday
  • Fixed around 8:40pm on Monday (it wasn't)
  • Fix expected 10am on Tuesday
  • Known issue in area, no fix date (Wednesday/Thursday)
  • Fix expected by 9am Friday
  • Fix expected by midday Friday
  • Service was restored on Tuesday and it just takes time to power back up so I should give it a few more more hours (this was on Saturday!)
  • Still seeing the service status as showing a known issue in the area.

How can I find out what the problem is, what's been done to try and fix the issue, if anything is actually being checked and when a real fix is expected? Talking to the customer contact service just feels like being continually fobbed off with a "be patient and it will be back in a few hours" time after time after time.

My neighbour is also experiencing an outage and getting nowhere with customer contact team.

Grateful for any advice as a second week of being unable to work from home is going to be problematic to say the least. Wondering if at this point I just need to raise a formal complaint?

  • Roundy99's avatar
    Roundy99
    24 days ago

    No issues according to that number. My neighbour was told no timeline for a fix is available at the moment and we just have to wait. Today I was told it was fixed on Friday so they are sending an engineer out tomorrow so that's good, though I really can't understand the different messages from day to day!

  • carl_pearce's avatar
    carl_pearce
    Superstar
    24 days ago

    Being on a residential connection there is no SLA other than compensation for outages greater than 48 hours (Based on working days).

    Due to this if you are working from home you must have a backup connection (Businesses usually provide costs for this).

    Check here:

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    and register here:

    https://www.virginmedia.com/help/check/status

    • Roundy99's avatar
      Roundy99
      Tuning in
      24 days ago

      Thanks. Appreciate the WFH situation is my issue but the problem here is that I haven't had any consistent replies from Virgin Media's contact team so don't even know if they are acknowledging an issue is still known and being looked into, or anything about potential time frames. It feels like I'm just being fobbed off with a standard "should be sorted in a few hours" every time. Looking for a way of finding out what the actual situation is here.

      • carl_pearce's avatar
        carl_pearce
        Superstar
        24 days ago

        You can wait for a reply from VM on here, which can take a few days, however, they probably won't be able to give much more information than you already have available.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    24 days ago

    Unfortunately the few remaining customer facing staff have little access to real information, so it's just a question of waiting for the technical staff to finish the job. 

    • Roundy99's avatar
      Roundy99
      Tuning in
      24 days ago

      I wouldn't mind so much if told that but I'm not even sure anyone is looking into it since I have been told several times the issue has been fixed. Engineer finally confirmed for tomorrow so fingers crossed that will resolve the issue.

  • ree155's avatar
    ree155
    Joining in
    24 days ago

    Same in Birmingham, keep receiving a message say the problem will get fixed tomorrow. It's driving me crazy!

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    24 days ago

    What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level ?

    • Roundy99's avatar
      Roundy99
      Tuning in
      24 days ago

      No issues according to that number. My neighbour was told no timeline for a fix is available at the moment and we just have to wait. Today I was told it was fixed on Friday so they are sending an engineer out tomorrow so that's good, though I really can't understand the different messages from day to day!

      • Roundy99's avatar
        Roundy99
        Tuning in
        23 days ago

        Engineer was really great and was able to resolve on site thankfully.