Forum Discussion

jesstomo's avatar
jesstomo
Just joined
7 months ago

Customer Service Help!

Please can someone tell me how to get in contact with a real person at Virgin Media? My partner and I both work from home and our new wifi has been dropping 4x an hour. We cannot work, my partner works in insurance and his calls are constantly dropping out. We cannot get in contact with anyone on the phone, the automated service just keeps resetting our router which does not help and the online service keeps sending us in circles. This is seriously affecting both of our work and has already racked up extra data on our phones which we now have to pay extra out of our own pockets for.

TIA

  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    Is it just the wi-fi signal that keeps dropping or are wired connections affected as well at the same time?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 months ago

    Virginmedia don't like talking to customers, but if you can say here what your problem is with as much detail as possible you might get some help. 

  • Carley_S's avatar
    Carley_S
    Forum Team
    7 months ago

    Hi jesstomo 

    Welcome to the community forums 

    Sorry to hear that you're having issues with speaking with someone regarding your service concerns. 

    We've not been able to locate you on the systems at our side to check for any know issues that might be affecting the service at this time. 

    Does the issue only affect your WiFi connected devices or do you also have issues with devices connected to the router directly via an ethernet cable?

    If it is over WiFi, are you able to run a speed test through either the Connect App or Sam Knows to see what the signalling is like and what speeds you're getting in the rooms where the service is dropping? 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    7 months ago

    If your work depends on a VM internet connection - you should use a VM Business package and not this Residential one

    It comes with a Service Level Agreement for faster fault resolution