Intermittent service since May 16th
Timeline of Events:
- May 16th: Noticed frequent Wi-Fi disconnections. Self-troubleshooting (rebooting equipment) and online service checker (Area 21) showed no issue, and advised rechecking the next day.
- May 17th: Problem persisted. Online checker advised booking an engineer.
- May 20th: Internal engineer (Charlie) visited. Confirmed 220 disconnections since May 16th. Found no internal issues, identified a fault with the external "green box," requiring an external engineer. Later that day, service went completely down, an external engineer fixed a broken cable, but disconnections resumed within 45 minutes.
- May 21st-22nd: Attempted resolution via Twitter, but was met with frustration and perceived rudeness from the support team.
- May 22nd (late afternoon): Called the call centre. An external engineer was promised within 48 hours, but no resolution was confirmed.
- May 27th: Called the call centre again, escalated to a supervisor. Was informed an engineer would visit my property on May 30th between 8 am-1 pm.
- May 30th: No engineer attended my property. Upon calling Virgin Media at 2:30 pm, I was informed an external attendance confirmed a fault, and a different engineer was needed.
- June 2nd: The fault persists.
- June 11th: Another engineer attends with an OMNI box? He cant fit as they are for houses... He left saying he was going to book another engineer, there is nothing showing in my account, the service has been worse since this engineer attended.
Key Issues:
- Persistent Service Outages: Wi-Fi disconnections and TV outages have been ongoing since May 16th.
- Failed Resolutions: Multiple engineer visits and troubleshooting attempts have not resolved the core issue.
- Poor Communication/Customer Service: Difficulty understanding call centre agents, unproductive Twitter interactions, and unmet promises regarding engineer visits and fault resolution updates.
- Inconvenience & Financial Impact: Significant time spent complaining, and increased mobile data usage due to working from home.
I can't face phoning again I have already added a complaint, I was first offered £10 compensation, then £30 I have turned both these down and told them I will not discuss compensation until it is fixed.
Can anyone help me? I need to know if the engineer that attended on the 11th has put another call out for another engineer. Account number is [REMOVED]
Mod Edit : Personal information removed
