Forum Discussion

glenntuffin's avatar
glenntuffin
Just joined
23 days ago

External issues timeframe for fix

My WiFi has been down for well over a week now. Firstly it was intermittent could turn the box off then the reboot would make WiFi work again. Now it’s completely down called the engineers to come out last Friday they confirmed it was an issue outside and would escalate to the external team called customer service technical team they confirmed it would be fixed within 2 hours it wasn’t nothing Saturday so went on live chat Sunday morning  I told them numerous times that it was an external issue they assured me they would send an engineer Tuesday (today) to check inside and outside they sent the internal engineer again who has escalated it again currently feel like I’m on a roundabout and unsure what to do next after a quick google found myself here any help from anyone regarding this would be hugely appreciated 

External
issue
WIFI

6 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    23 days ago

    If you have a 'total loss of service' (TLS) of your broadband it is best to avoid calling it 'wi-fi' as that has the potential to cause some VM 'confusion'.

    In all likelihood, you are about to enter the exciting world of waiting for VM's external contractors.

    Check out the details of the compensation scheme and keep detailed notes of everything that happens as you go along to ensure you get paid what is due to you

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    In the meantime, start looking into what you will use as a backup while you wait for VM to resolve. Sometimes such problems can involve a long wait.

    A VM person will get to the topic within a few days.

  • glenntuffin's avatar
    glenntuffin
    Just joined
    23 days ago

    Thanks for the heads up I read if you leave you don’t receive the compensation?

    • goslow's avatar
      goslow
      Alessandro Volta
      23 days ago

      VM agents might tell you that (among with all sorts of other unusual things which may not be correct!) but you get the compo even if you leave.

      It continues until VM fixes the fault or VM tells you they are not going to fix it and ends your service.

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      20 days ago

      Hi glenntuffin,

      Thank you for your post and welcome to the community. 

      We're very sorry to hear the issue you've had with your service. 

      Can you confirm if you are still having this issue?

      ^Martin

  • annous83's avatar
    annous83
    Joining in
    23 days ago

    I have the same issue. Intermittent broadband and tv since Saturday. I cannot work from home anymore.I’ve been struggling to get hold of support.I live in London NW

  • fronty's avatar
    fronty
    Tuning in
    22 days ago

    If you hardwire a laptop or PC into one of the ports (using a network cable) on the hub does your broadband still work? You need to clarify if it's an issue with your fibre connection (total loss of service) or a Wi-Fi issue - Wi-Fi issues tend to be environmental, either due to poor hub location (weak signal) or interference from neighbours. You can resolve the first issue by installing a separate Wi-Fi access point in a more central location (you can wire it into your hub using a powerline adaptor), the second issue can be resolved by logging into the hub and manually setting a different Wi-Fi channel.