Forum Discussion

Dhillon96's avatar
Dhillon96
Joining in
5 months ago

Gig1 Internet been down for a week now, engineer no show

My Internet has been down for a week now which is affecting my work. I've spoken to someone on WhatsApp and they said they're monitoring my connection for 24 hours, but it's been a week and my Internet still isn't working despite multiple hub resets. The engineer didn't show up yesterday for when I booked it. When it does work for a couple minutes, it's very slow, like 5mbps down but then cuts out again. I have been monitoring with thinkbroadband and it shows a lot of red spikes (packet loss). 

Very frustrating that I need to use my 4G data as an alternative because that's limited... 

  • WorstISP's avatar
    WorstISP
    Superfast
    5 months ago

    Hi Dhillon96, if you want Virgin Media to do anything, your first step should be to open a complaint: https://www.virginmedia.com/help/complaints

     

    They will try to convince you to accept a "resolution" (usually £10 credit on your bill or something), and may ring you to ask if they can close the complaint. Refuse all offers and say "no you may not close the complaint" until you see the issue actually getting fixed, and then demand the compensation.

    Whatever you do, don't let them close the complaint until you actually see the issue gone and you have a stable connection for a week at least. This messes up their customer-support metrics, which is how things get escalated and given attention.

    Hope this helps.

    • Dhillon96's avatar
      Dhillon96
      Joining in
      5 months ago

      Thanks for the response, I will raise a complaint! 

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        5 months ago

        Hi there Dhillon96 

        Thank you so much for your post and welcome to the community forums, it's great to have you here. 

        I am so sorry that you have faced this issue with your service and that your appointment was not met! I can fully understand how frustrating this must be and I would like to take a closer look into this with you via a private message, we can also get a complaint raised for you via this private message. 

        I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.