Forum Discussion

Adam_2012's avatar
Adam_2012
On our wavelength
17 days ago

Calling Virgin makes me want to leave them

My Virgin Media broadband went down, all my neighbors Virgin Media went down. It is not shown as any fault on the Virgin Status page so Virgin think we are all good and working - but we are not. Calling them has made me want to terminate my service with them because of their horrible phone system. I just can't get through to a person and go round and round in circles on their phone system eventually hanging up on me. The self checks are a waste of time, they simply report that Virgin can't connect to my router; really, no, you don't say? 

All I want to do is log the fault so that Virgin are aware and they can't say that I never told them it was faulty and hold back any credit. 

I'm on the verge of telling them to poke it just because they make it so difficult to speak to them

  • newapollo's avatar
    newapollo
    17 days ago

    Hi Adam_2012 

    I hope you are back up and running quickly.

    The automated Service Status number  0800 561 0061 given by jpeg1  is the best one to check as it often gives details of more local issues down to postcode level, whereas the online status checker normally only shows known faults affecting a wider geographical area.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    17 days ago

    Have you done a local postcode level check on 0800 561 0061 ?

    • newapollo's avatar
      newapollo
      Very Insightful Person
      17 days ago

      Hi Adam_2012 

      I hope you are back up and running quickly.

      The automated Service Status number  0800 561 0061 given by jpeg1  is the best one to check as it often gives details of more local issues down to postcode level, whereas the online status checker normally only shows known faults affecting a wider geographical area.

      • Adam_2012's avatar
        Adam_2012
        On our wavelength
        17 days ago

        Thanks. It was off until 1am (I wasn't waiting up staring at the router's lights, I checked the logs in the morning).  The broadband is usually rock solid where I live, it's just a shame that the customer service is so terrible.

    • Adam_2012's avatar
      Adam_2012
      On our wavelength
      17 days ago

      Thanks, later in the evening it showed up as a fault on their status page. That's all I wanted to do is make them aware of it, just a shame their phone system is now automated and doesn't give a chance to get through to anyone. 

  • unisoft's avatar
    unisoft
    Knows their stuff
    17 days ago

    Chances are if a wide number are down, they probably know about it, just the status check hasn't been updated to confirm it yet or waiting for more than one person to report. Everyone is impatient for broadband to work again and someone else might have reported it and got an actual helpful person, there are some still in VM 😁

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    17 days ago

    It costs money to have someone available to take calls, especially someone qualified to understand technical problems. Much cheaper to send you around meaningless automated responses until you stop bothering them.