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PhilWil1's avatar
PhilWil1
Tuning in
10 months ago

Broadband Down since Friday

Our Broadband has been down since Friday lunchtime. Restart of the router (Hub 5x) showed a solid yellow light that wouldn’t go away. The Spent 50 minutes taking to customer support who then cut me off. Another 50 minutes repeating what we had already done until they booked an engineer for Saturday. Engineer arrived and tested the line. All was good but he then went on to say that the yellow light was an account issue. He said that our set up no longer had any PON details and that he couldn’t resolve himself. He took the mac details from the bottom of the router and sent it to some unknown team. He said he would ring back later. I never heard back from him and so called virgin again this morning to be told that the issue had been closed out! The lady did say that another engineer had been booked to carry out some work that the first engineer couldn’t do himself. This would be Tuesday but given my complaint, would be brought forward to Monday. I work from home so this is critical for me. I have heard quite a few negative comments about virgin customer care but now I have first hand experience. I’m so disappointed with them. I don’t understand how a ticket can be closed out when the reason that it was generated, hasn’t been resolved. This is my first posting so please forgive the rambling 

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 months ago

    I think some moaning is justified, if a technician has been sent who wasn't able to fix the fault.

    OP there is little you can do to hurry this along, so you'll have to wait until they can fix it. They are allowed two clear days, before you will be entitled to compensation. 

    It's always recommended that if your broadband is critical for work, you have a standby connection likr 4g/5g.

  • Alex_RM's avatar
    Alex_RM
    Icon for Forum Team rankForum Team
    10 months ago

    Hi PhilWil1,

    Thanks for posting and welcome to our community 😊

    Sorry to hear you've had some connection issues. Is this still a problem? If so, is it a wired or wireless connection, or the complete service that isn't working?

    Alex_Rm

    • PhilWil1's avatar
      PhilWil1
      Tuning in
      10 months ago

      It’s the complete service. Engineers have changed hub, port on the pole and still getting the yellow light of death. They are clueless on what to do and the response is glacial

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        10 months ago

        Hi PhilWil1

        We've taken a look at things from our side and can see you've spoken to the team since posting. 

        Is this now resolved?

        Please pop back to us when you can.