Forum Discussion

vickersdavey's avatar
vickersdavey
Joining in
3 months ago

Intermittent broadband and WIFI since 24th October 2024

Our (and our neighbours) broadband and wifi has been intermittent and far below the speed (7mbps) we are paying for when it does work  since 24th October.

Virgin keep sending SMS saying they have fixed the issue when they clearly haven't. When I check the issue status on myvirginmedia, the fix date continually slides and there is no detail about what the actual issue is or why it is taking so long to rectify. I rely on my internet connection as I work from home. I have had to resort to buying extra data with my mobile provider as Virgin aren't providing a reliable service, this is also causing massive inconvenience with everything from our house alarm to our EV charger and lighting as it all works through wifi.

I raised a formal complaint C-10112499 days ago. At what point can I leave the contract with virgin, penalty free?

What proof do I need to provide ?

Complaints
poor customer service
  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    3 months ago

    What is being reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    A BQM will reveal the quality of your network connection - so set one up now...

    If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then, click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK
    https://www.thinkbroadband.com/broadband/monitoring/quality

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    3 months ago

    Hi vickersdavey, 

    I'm very sorry to hear about the service issues you're having 😞

    I'll send you a private message now so I can look into this for you.

    Please look out for the envelope in the top right of the page and pop back to me when you can.