I don't know what VM signed up to with Ofcom in terms of compensation, but I can’t imagine that Ofcom would say a service being interrupted every 15 minutes is acceptable.
Certainly make a formal complaint and press for compensation for loss of service.
Thanks everyone (other than Virgin of course!) for the support and advice. To be honest I've just had it with Virgin Media, they never did properly handle, update, root cause or even bother with the courtesy of any sort of formal or informal response to the multiple support calls. If it wasn't for Molly on the forum it would have been deathly silence. Unbelievably Virgin management only got involved at the end to want to argue that the months of outage with 15 minute link recycling was not a "total loss of service". Take a look at the BQM above and try and argue that with a straight face 🙂
So as I see it either Virgin management don't understand the business they are meant to be managing or (sadly as I suspect) they honestly don't care about their customer experience. Their primary focus is just to manage support costs, which presumably, is why they don't handle the support calls properly and drive their annoying customers to this community to go sort themselves out, at no direct costs to themselves.
Either way, it tells me all I need to know about Virgin Media, I'm done with them, moving on as soon as possible and before the problem comes back again! Best of luck anyone unlucky enough to hit this problem!
