Forum Discussion

User124's avatar
User124
Joining in
5 months ago

No internet for 6 days and no update

Had my fibre line down for almost 6 days now and not able to get any update from customer service -phone or chat -on when this will be back on. I've been told blatant lies about being able to get temporary mobile Internet by going to local O2 store -O2 never heard of this arrangement, and about resolution timelines. I work from home so line is critical but virgin media don't seem to care at all -dealing and chasing with customer service is so very frustrating and exhausting! 

Does anyone have similar issue and know how to escalate this?

    • User124's avatar
      User124
      Joining in

      Yes called and says no issues, same as the app, but when I call virgin they say there is an outage that apparently won’t be fixed until thu! Ridiculous!!! If anybody reading avoid virgin!

      • Tudor's avatar
        Tudor
        Very Insightful Person

        "there is an outage that apparently won’t be fixed until thu!". You have a residential home broadband connection, there is no SLA, fixing problems is ‘best endeavours’. If you depend on broadband for your job you should get a business line with an SLA and either another ISP connection as well or a standby SIM and mobile router.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Check first for any updates on known issues  - Look in 2 places

    1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

    2) Then also 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.

    What is being reported there?