Forum Discussion

tattersfieldj's avatar
tattersfieldj
Just joined
12 days ago

Complete Failure in Service

Hello,

I am writing regarding the wifi at my house. We recently upgraded our broadband plan 3 or so weeks ago to the highest we can Gig1 service with a new hub 5 and it has been an abhorrent experience. For 3 weeks consistently there have been drops and disconnections from the internet. Too many times I have called regarding this. The internet went down about 5 times within an hour timeframe last Saturday and upon calling virgin to resolve this, your representative scheduled a technician to come today and I quote from the mouth of your representative “GUARANTEED” that our wifi problem would be solved. Not only was that a blatant lie, the wifi is now completely not connected to the internet, it is no longer intermittent on and off, it is completely off. Technicians have come twice to check connections install new routers and said everything should be fine but that is not the case. In addition, the house landline is no longer able to make calls and certain channels on the tv no longer show.

NOT ONLY THAT, but I work from home! I have lost an entire day of work today due to virgin media’s poor service and I now must deal with the consequences with my superiors. The longer our virgin wifi is down the more my job is at risk! It is not just my livelihood that depends on good wifi, but my grandparents, who are both OVER 90 YEARS OLD and require reliable and fast wifi and service for communication in the event of a medical emergency, which is now at risk. What happens if there is a serious medical emergency in this heat and no one can call an emergency contact or an ambulance and it's too late? Shall I send virgin the funeral bill at that point? I demand a resolution to this immediately as we are paying the most and receiving less than the bare minimum. Should this matter not be resolved we will have no choice but to escalate this matter. 

I expect a response with haste

Broadband
complaint
Connection
failure
Internet
Landline
serious problem
service
support
TV

2 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    9 days ago

    Hi tattersfieldj 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your ongoing service issues. We can see on the systems on our side that you have since spoken with the team and have actions in place to investigate and work towards a resolution. 

    Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen from time-to-time.  We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like depending on the work that is needed.  Should you have a total loss of service, you can read about our auto compensation scheme here. 

    We appreciate that some of our customers work from home, however if you have a residential accounts any fault would still be treated via this correct process. Any loss business impact or loss of earning/wages, would not be taken into consideration when it comes to compensation. 

     

    Keep us posted with how you get on with the next action in place already and, please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.