Forum Discussion

Sammo-2000's avatar
Sammo-2000
Tuning in
3 months ago

No Broadband

My area: Sheffield Gleadless, anyone else having the same issue?

My broadband been down for 5 days since 2nd Nov, I though it might be fix going on but it was not fixed by next day 2rd Nov I booked appointment for an engineer to come the next day but they did not come up and appointment was cancelled... I contacted support support and they rebooked an appointment with promise that they are not going to cancelled this without notifying me but once again no body turned up...

Now every time I go on the app it says issue detected in your area, estimate fix will be XX time which is usually after 2-3 hours of current time, they been pushing the time by 2-3 hours every single time for past 3 days and this is becoming unacceptable.

What is there to do? I really cannot stand them anymore...  And when will I get my compensation? I believe I should be getting x2 £30.49 for no engineer showing up and x5 £9.76 for each day my internet been down + this to be fixed.


Broadband
issue
  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    3 months ago

    Any Tech visits are auto-cancelled when there is a known fault in your location (makes sense)

    So 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.

    see...

    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

  • RasputinsBeard's avatar
    RasputinsBeard
    Joining in
    3 months ago

    Derby here, no Internet since Monday and I've only just joined! It's awful, I've been calling daily for an update and I've been told it'll be 1pm, then 6pm, then 10pm until it rolls over to the next day. If the Internet isn't back on tomorrow that will be five days without access to tv, Internet, streaming, I can't do any work it's a joke. Will be making a complaint tomorrow because it's just silly.

  • Kath_P's avatar
    Kath_P
    Forum Team
    3 months ago

    HiSammo-2000,

    Thanks for your post and a big welcome to the Community. It's great having you on board with us. ✨

    We're sorry to hear you're having an issue with your broadband services. Whilst we can't offer a 100% fault free service, we do promise to fix faults as quickly as possible. Whenever an area fault is identified, any engineer visits are cancelled so you wouldn't be eligible for a missed visit credit. 

    You can keep up to date on any faults open in your area here. Any fix times noted are only estimates based on the information we have at the time. 😔 Whilst we work hard to meet them, sometimes we need to extend them and this is unavoidable. 

    In terms of automatic compensation for the loss of service, you can view details on this and the eligibility criteria here. 

    We've been unable to locate you on our systems using your forum credentials so we're unable to provide a fault update at this time however the link above will give you the information 🙁 

    Keep us posted on how things go.

    Thanks,