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ImogenEd123's avatar
ImogenEd123
Joining in
4 months ago

Can't get through to someone and broadband still not working

My broadband connection in my flat is not working even though I have tried resetting the box, making sure everything is plugged in properly and there are no known issues in my area. I have been trying to contact someone at Virgin Media to discuss the problems with my WiFi through the 0345 number. However I cannot get through to speak to anyone and only get the automated message that tells me options that I have tried and don't work (e.g resetting the Wifi box). I have also tried the Whatsapp chat but no one has responded.

Really want to sort this out ASAP as spending £26 a month on broadband that doesn't work and my housemates and I have had to use our personal hotspots which is now completely draining our 5G usage. Please let me know if you can help - I would like to speak to someone and arrange for an engineer to help. 

4 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    4 months ago

    Hi ImogenEd123 

    Did you use the /check-services/   function? You can also a run a test on your equipment from there. 

    If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level. (The online checker normally only shows known faults that are affecting customers over a large area)

    • ImogenEd123's avatar
      ImogenEd123
      Joining in
      4 months ago

      Hi thanks v much for the suggestions but I've tried this and there is no problem in my local area - it seems to be a specific/individual issue which is why I am so desperate to get through to someone that works in Virgin Media. I don't understand why this is not possible!

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        4 months ago

        Hello ImogenEd123

         

        Sorry to hear of the connection issues experienced with your broadband services, we appreciate you raising this via the forums and welcome to the community.

         

        We can see you have called and spoken to the team since posting, were they able to look into this further for you and offer a resolution during the call? We've tried to take a look and see if there is anything else we can help with but are unable to run tests on the Hub, this can be due to it being in modem mode but the system doesn't indicate this to be the case.