No broadband and now no TV!
Hi all, posting here as a last resort before we spend Christmas with no TV or WiFi! We experienced a complete loss of service on Thursday and virgin kept saying it would be fixed within a few hours ...
Forum Discussion
The hub being off would not cause issues with the regular tv channels too - if both are off it is either a cable fault or a network fault.
The compensation timer starts from the moment you report you have the fault until it is completely fix - not when the fault starts.
The TV was only down for 10 minutes then came back, the internet has never come back and the hub 3.0 says access denied as shown above.
I just tried to ring and check the MAC address of my router is the same they're sending the signal to, but the customer service person was very dismissive and insisted everything was fine, I'm not sure they understood what I was checking.
Hey Chazwade,
Sorry to hear you have been having this issue with your broadband, can you confirm if anything shows on our service status page at all?
JoeIt doesn't, I has an engineer booked for tomorrow and checked yesterday on the app to see the appointment time, just to see the appointment had vanished.
Live chat told me there had been an outage that day in the area so they'd cancelled all technician visits after fixing that one. When my issue has been ongoing for a week!
My partner took the day off work for it, when I asked him to rebook the initial appointment as nothing had been fixed, the said the next available appointment was Friday. An absolutely ridiculous policy to cancel appointments without asking customers first if they've had the issue fixed.
After thos issue is resolved, I'll be looking to leave virgin at the earliest opportunity, absolutely no customer care! I've gone from 10/10 would recommend to everyone I know, and now I'd advise everyone I know to shop elsewhere for broadband!
