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Belfastgirl69's avatar
Belfastgirl69
Tuning in
5 months ago

No internet in Hastings 3rd day. Virgin are the worst!

After getting a text to say there was an outage in Hastings on Thursday lunchtime, my broadband has been off since. Each time I call it’s up to an hour. Some staff say there’s an outage some say there’s no outage and some say it’s been fixed. They booked an engineer after me asking on the Friday. I got a text to say he was coming this morning between 8-12pm. They didn’t show. I called. Due to ‘a technical problem’ the appointment wasn’t booked properly so now I’m waiting until Monday afternoon/evening with no service. No internet. So I have lost work, no tv. Nothing. The app says my devices are working. They aren’t. The number to call has constantly said there are no local issues. They couldn’t care less about customers. Not one iota of real help. 5 days with no service and who knows if they will even turn up on Monday? 

dont buy virgin disservice thieves
hastings
no broadband
no internet
virgin media terrible service

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  • Belfastgirl69's avatar
    Belfastgirl69
    Tuning in
    5 months ago

    So they didn’t turn up yesterday again after all the promises ‘your internet will definitely be back on before 7pm tonight’ I called…again and they need to install a new cable. It’s taken 9 days to come to this and they will DEFINITELY come on Monday 31st. You don’t need to be in. What I’m concerned about is if they will put another cable on top of the old one which would make 3 including the old sky one which I will be going bank to once this contract ends. I got an honest customer service member who said they will install the cable but that doesn’t mean the problem is solved. The engineer who came to say the problem was external gave me his number and said he would call yesterday. He didn’t and didn’t reply to a text so it turns out they are all just lying through their teeth and saying anything to appease you. Promising every day it will be fixed. Will this ever end????

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      5 months ago

      If a new outside cable is required it will very likely be a job for a subcontractor, who will take their own time when to arrive. VM can't tell you when that will be. 

      You will be due compensation at the Ofcom rates, so do not accept any made-up offer.

      • Belfastgirl69's avatar
        Belfastgirl69
        Tuning in
        5 months ago

        Thankyou it’s hard to know how the compensation will work out, they treat each failed appointment as a one off and don’t seem to look at the trail. I hope they won’t be adding another cable that’s what I’d like to know. If the old one is dead will they take it away or add yet another to the spaghetti junction on my building? When they installed it they said the great thing about Virgin is that they don’t need to replace cables, just feed another one through. The wires must be getting overloaded with all the different providers. They are supposed to be coming tomorrow but I’ve lost faith after the let downs so far!