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holdski's avatar
holdski
Tuning in
6 months ago

No connection since saturday

I’m at my wits end with virgin at the moment. I must have spent 10 hours on calls and I’m apparently no further forward in getting my issues sorted!

on Saturday I lost all connection and my hub 5 was flashing red. Spent ages on the phone and eventually an engineer was organised. When he arrived (lovely guy by the way) he eventually found that the street cab was badly damaged and organised networks to repair the same afternoon. I actually saw the chap fixing it as I drove to work.

i was fully expecting to return home to a restored connection but alas as I walked in I was still met with the red flashing hub 5.

i have been 5 or so days without services and whoever I speak to at virgin cannot seem to give me an answer. I have been promised call back after call back but guess what??? These have never happened. My connection is massively important as I work from home so my bosses are now breathing down my neck and I literally fear for my job at the moment. This is really not good enough virgin.

also I am due to move houses on the 30th and guess what? Virgin cannot install my new services until the 9th November. Amazing.

i attempted to ask the movers team for an install on or the day or day after I move in but the “offshore” call centre seemingly could not get to grips with my dilemma.

i have had it with virgin after many years of flawless service so asked about cancelling because sky could install broadband the day after I move. Once again my request was brushed under the carpet and I am no further forward in getting my problems sorted out. 
WHY IS THIS SO HARD????????

anyone from virgin like to escalate my issues and concerns please?

10 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    6 months ago

    Firstly - if your boss expects yo to be connected for your work purposes - they should be providing you with a stable connection.  If they dont require you to be at home and you are using your VM residential package for this purpose - then it has no Service Level Agreement so connections are not guaranteed with back up dongles etc - you need to join VM Business which has an SLA for that - or another ISP.

    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.
    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

  • holdski's avatar
    holdski
    Tuning in
    6 months ago

    That’s fair enough about the service level, but what I’m most annoyed about is the total lack of communication with when my service will be sorted out. Literally no one seems to know what’s going on or can provide an answer. As stated I must have spent 6 plus hours on the phone and am no closer to a satisfactory resolution.

    when I call I’m met by the offshore call centre who seem more interested in upselling me something I don’t need or want without ever truly getting to grips with the problems I’m facing.

    • holdski's avatar
      holdski
      Tuning in
      6 months ago

      I actually just had a call back! The chap was very helpful and while I was on the line, he rang the local area field manager to try and get to the bottom of it but the call went to voicemail and the chap was apologetic but said there is nothing further he can do.

      ridiculous

      • holdski's avatar
        holdski
        Tuning in
        6 months ago

        So I’m still sat here looking at my hub 5 with red lights flashing at me.

        i can feel a call to the cancelations team incoming. I really don’t know what has happened to virgin media recently.