Loss of service - over 2 weeks
Looking for any advice - I’ve had a complete loss of service for over 2 weeks now and I have been unable to get anywhere with virgin as to when it will be fixed; I’ve exhausted every option on the phone lines, live chat and now resorting to trying this forum to see if anyone can help..
The internet connection cut out on the 5th April, BT we’re working on the pole outside so didn’t think much of it on the day as I expected it would come back on when they left; 2 weeks later still no internet at all and all the neighbours who are on BT have full service..!
Reported the loss of service that Friday and had a technician come out that Monday, who was unable for fix it as it was an external issue and not anything to do with the equipment inside. He sent out a second set of technicians (who can go up the pole) to check the external cables and they said it was a bigger issue the virgin box ( sorry not technical at all) on BT pole had no signal and it wasn’t my cables that were damaged. At that point I was told there was nothing for me to do and they had put a report in about the issue. Another week passed, called up the helpline repeatedly and another technician was sent and had a repeat of the previous visit that they couldn’t do anything as it was a BT issue.
No one has turned up since then to look at the issue - I assume this must be BT as it’s their poles, and I cannot get an answer from anyone as to who or when it will be looked into.
At this point I am counting down to when the 30 days of no service is up so I can leave without penalties but I have seen from previous posts people then lost their automatic compensation from leaving.
Does anyone have any advice of what to do? It appears the virgin team as soon as it becomes an external issue have to hand it over to subcontractors and have no idea what’s going on from there onwards - is this something I can go straight to openreach about?
Really appreciate any ideas! Thanks