Forum Discussion

kduran02's avatar
kduran02
Just joined
25 days ago

No internet for 4 days now

A technician cut our cable without warning or explanation outside my home on Thursday (31st July) I called Virgin Media the same day to inform them of this to which they said an engineer would show up the following morning (Friday) to fix the issue but no one showed up. My household has been left without any internet for 4 days and my household members are having to pay out of pocket for data. The next available engineer visit is on the 8th which is simply unacceptable. Automatic compensation hasn’t been applied to my account either despite me informing a rep on 31st July about this issue. Terrible service all around and I’m very displeased. I’d appreciate if a rep could escalate this for me as soon as possible. 

Broadband
Internet
WIFI

4 Replies

  • Tudor's avatar
    Tudor
    Very Insightful Person
    25 days ago

    I should keep phoning up. Automatic compensation is not applied until the problem is fixed.

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    23 days ago

    Hey kduran02, thank you for reaching out and we are so sorry to hear about your appointment not happening, also a warm welcome to the community.

    Was this down to an outage, did they give you any reason at all?

    As mentioned the Automatic Compensation will get added once the fault has been fixed or the outage has ended

    • kduran02's avatar
      kduran02
      Just joined
      17 days ago

      I initially had an engineer visit on 28th July due to a slow connection and the engineer told me the cables outside my property needed to be replaced as they were old. A technician then came on the 31st July and cut the cable outside my property but left without performing additional work, leaving no internet connection to our house, and we've been without internet since. 

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        15 days ago

        Thank you for detailing this kduran02 

        We can see on the systems on our side that you have since contacted us and spoken with the team, who have actions in place to investigate this further. 

        Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.