Forum Discussion

JackH88's avatar
JackH88
Just browsing
2 days ago

No broadband for two weeks.

My broadband went down 2 weeks today, my hub 3 is constantly flashing green.

There has now been two scheduled maintenances with zero fixes.

I’ve spoken to an engineer who was doing work in the area, he told me the issue has been fixed on my road and if I was having any more issues to contact customer support and book a engineer to fix whatever issue I was having.

 I called and after a lengthy conversation of pre written answers I was then informed that I would not be able to book an engineer due to an outage in my area. This outage is listed as an intermittent issue and every time it reaches the estimated fix time it is pushed back a couple of days. Which means I am unable to book an engineer.

 I feel like I’m in an endless cycle of waiting for this outage to be fixed so I can book an engineer but the time keeps getting delayed over and over again.

Broadband
Connection
Hub3
router
WIFI

8 Replies

  • JackH88's avatar
    JackH88
    Just browsing
    14 hours ago

    Update:

    An engineer knocked on my door today and asked for the router to be restarted. I unluckily was not at home to answer myself to ask some questions on the issue. 

    An hour ago, I received a text update telling me the issue has been resolved, but I am still suffering with the same issues, and I am still unable to book an engineer due to a new intermittent signal issue in my area. 

    Genuinely hate this company with their awful customer service and this endless loop I’m stuck in.

  • sunnyhoney's avatar
    sunnyhoney
    Just joined
    2 days ago

    I don't know how long your contract is or what remains but my advice RUN FOR THE HILLS! Every single time I have an issue requiring engineers and work to be done get prepared for endless lies, lack of information and then as a reward for loyalty a massive increase in your monthly rates. No wonder Virgin has lost thousands of customers and recently got voted the worst provider in the UK

    Good luck my friend, you will need it. May the force be with you........

    • JackH88's avatar
      JackH88
      Just browsing
      14 hours ago

      I wish I could switch provider but Virgin are the only one available in my area.

  • bev369's avatar
    bev369
    Settling in
    2 days ago

    I'm the Same Jack. I'm positive it's something to do with what engineer did when he moved the outside box, inside, but they won't let me book an engineer because it's showing as an outage in my area. I've gone on to my local fb groups and asked around, and it seems im the only one with this problem grrrrr

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      2 days ago
      bev369 wrote:

      but they won't let me book an engineer because it's showing as an outage in my area

      This is normal practice for VM.  Hopefully it will get sorted soonest and don't forget to claim compensation for every day it has been broken, minus the initial 48 hours.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    2 days 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.

    • JackH88's avatar
      JackH88
      Just browsing
      2 days ago

      Thank you for the reply.

      I called the number and was told improvements were being made to the service and I might find some issues for a short period of time but it should be fixed by 18:07. But I’m still stuck with how to go about getting the right people to fix my issue.