Help needed please

Question

I live in Hilton Derbyshire, many people in the village are experiencing total loss of service internet/TV. Apparently to due to cable damage. We keep being given day/times since Monday for resolution. The day/time passes but still it’s not resolved. The customer services are not helping by promising and not delivering. They won’t let me speak to anyone more senior and just put me on hold. I just need some help from them and they don’t want to help fix it.

Can you advise anything at all please. At a loss about what to do!!

jbrennand · Answer

There is nothing you can do - VM know about the issue and will be doing all they can to sort it.

How soon they can do this may be simple to state (simple cut cable) or impossible (see photo - or if its a noise ingress problem).

All you can do is have a backup plan in place

You may well be due compensation for loss of service - see links.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automatic-compensation.html

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