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ari43277's avatar
ari43277
Joining in
31 days ago

Network issues still unresolved with no communication

How do you get an update on what VM is doing to solve network issues?

in January there was a broader issue in our area where all of virgin media went out for a couple of days. Ever since then we have had nothing but network issues specific to our Internet, including latency spikes and drop packages to a point where the Internet will just stop working for periods of time. The virgin media website assessment tool also shows that this network intermittent signal issues related to our area all the time when you run it, but then says there’s no known issues in the area.

 After five engineer visits and then a complete replacement of all items from virgin media to our home, the last engineer spent an hour in the box on the street and worked out that there were numerous issues related still to the network. He was escalating the issue to the network team. That was well over a week and a half ago and still we are having the same issues and there’s absolutely no way to contact anyone at virgin media. To make the situation even more frustrating you can’t even raise a complaint on the virgin media website because that functionality doesn’t work.

Short of simply changing providers which also includes television services how else are you meant to progress with this situation?

complaint
issues
Network

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    31 days ago

    See this

    ________

    Try 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.
    The "compensation "timer" can also be started on this number if appropriate.
    Faults  may not be listed on the Area Status web page.  Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country.   So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you.  If nothing shows on those, try calling it in as a fault  - free on 150 (VM line)  or 0345 454 1111 others (national rate).  See what they say when they test your connection.  If they say it’s a known fault, get a fault reference number.
    Or, a VM person should pick this thread up and be able to help but it can take a few days.


    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

    • ari43277's avatar
      ari43277
      Joining in
      30 days ago

      Thanks for the info - appreciate it. 0800 says nothing is wrong. Will try the 150 number and call it in as a fault. Can’t wait to follow through on the complaint side on this also - disgraceful service.

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        28 days ago

        Hey ari43277, thank you for reaching out and we are sorry to hear you are having some connection issues.

        We can see you've spoken to the team, did they manage to help?