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Belfastgirl69's avatar
Belfastgirl69
Tuning in
2 months ago

No internet for 24 hours

Got a text yesterday to say there was an outage in the area. Have since received two more texts and the last to say it’s fixed. It isn’t. I have called VM 3 times. Each call close to an hour. No resolution. They ask you to turn the router off and on. No joy. They can’t see the problem but assure you it will be fixed soon. The app is useless. It cannot tell you what the problem is, or how to resolve it. Only basic info which we already know. Who didn’t know to re restart as a first go to? So I’m still without internet in Hastings. There’s no info and when you eventually get through, no help. What kind of service is this? I left sky and for all their faults they now seem brilliant compared to VM. No point calling again as they don’t help or send an engineer or realise that so many people have to rely on internet connection to work. Terrible service. I’m really no further on as to how I can find any info. 

hastings
no internet

13 Replies

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  • Belfastgirl69's avatar
    Belfastgirl69
    Tuning in
    2 months ago

    That link takes you to chat for which it says there is a 28 minute wait. There is no help it seems. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    Have you called the local check number? 0800 561 0061

    VM have no guarantee of repair times. All you will get is some compensation after the first two full days without service. 

    • Belfastgirl69's avatar
      Belfastgirl69
      Tuning in
      2 months ago

      Yes I’ve tried all of the obvious things. When you calm that number now although it initially starts with the local check, it gets re directed to the general menu and it’s x3 hours for me so far. The last bright spark I spoke to I finally got them to book an engineer but I had to ask. Their app is not in alignment with the system so there is generic info provided rather than real information. With no internet for 24 hours they still ask you to turn your flippin router off and on. Like you haven’t tried that. Each time you call you have to start again. Dreadful service. 

      • Gareth_L's avatar
        Gareth_L
        Icon for Forum Team rankForum Team
        2 months ago

        Hello Belfastgirl69.

        Thanks for your first post and welcome to our community.
        Sorry to hear you're having an issue with service.
        I'd like to investigate this for you.
        If you don't mind, I'll need to send you a private message to pass security. 
        If you can check the envelope at the top right of your screen that would be great. 
        Gareth_L
         

         

  • Belfastgirl69's avatar
    Belfastgirl69
    Tuning in
    2 months ago

    Needless to say folks. I still have no internet. Trying to get to the bottom of this when only certain staff admit there is a local outage, is very trying. The app, the number to call do not report any issues. So therefore are unreliable. No contact from Virgin Media unless I sit and watch my phone all day waiting for a response from a chat (maybe add a noise or a system that updates itself automatically without having to refresh and sign in again to receive new messages) so I’ve used most of my data. Waiting on an engineer this morning. I don’t have high hopes considering the situation so far. 

    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      2 months ago

      Hello Joanna. 

      Sorry for the delay in replying.

      I can see the engineer has been rebooked for today.

      Can you please keep me posted on how the visit goes.

      Gareth_L

      • Belfastgirl69's avatar
        Belfastgirl69
        Tuning in
        2 months ago

        Well he didn’t turn up on Monday or today so that’s how it went. I’ve had two emails on Monday and today (Wednesday) saying I’m getting a one off fee of £30.49. So does that now amount to £60.98 in compensation? Nothing for the Saturday 22nd where he also didn’t show and even though I was text with the time and waited in, virgin say there was a technical fault and it wasn’t booked in properly. That is not my fault. I have waited in 3 times now to no avail. I’m sincerely doubtful he will show tomorrow. But this is without a doubt the worst service from a broadband provider I’ve come across.