Forum Discussion

Moonface's avatar
Moonface
Joining in
22 days ago

Complaints

Is there any direct complaints team to talk to?  We've had intermittent internet for a week.  Called last Saturday, advised that the hub3 was to be replaced.  Asked if we could have a hub5, told that we needed to be on 1gig package for it to work.  Then told we couldn't have a hub4 as they're not on stock.  Spoke to a manager who advised she would send a hub5.  A hub3 was sent and received yesterday.  We installed the hub and now don't have any internet at all.  Called them again and was advised an engineer would come today between 16.00-19.00.  No engineer has arrived.  Called them back and they advised an external engineer has been and fixed it.  Still no internet and the next available appt for an internal engineer is in 4 days time! When we asked to speak to a manager to complain,  been cut off.  We work from home and I've had to work from a cafe today to get internet.  I cant keep tethering off my phones as its expensive.   Who can we talk to.  Why isn't their a uk team to talk to? 

3 Replies

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

    Do you still have the 'old' hub 3?  If so plug it in again and if see it's working .

    It's possible that the new hub needs activating, and if that's the case try calling 0800 953 9500 which is the activation line and have the new hub3 serial number, along with your account number and area number which can be found on your bills and contract handy. 

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    19 days ago

    Hello Moonface,

    Sorry to hear of the issues experienced with your broadband connection and getting this replaced and activated, we appreciate the frustration this has caused and you taking the time to make us aware of this via the forums.

    From checking we can see the connection has been restored, again, apologies for the inconvenience caused. In the future, if you would rather speak to the team you can give the team a call on 150 from a Virgin Media landline or 0345 454 1111 option 1, then option 2 this will get you through to the broadband technical team who will be happy to look into this further for you.

    But we're always available and happy to help via the forums.