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Lukewba's avatar
Lukewba
Joining in
4 days ago

No Internet, No Help

Hi,

I’m just wondering where I stand with this?

 We’ve had no internet connection since May 23rd. We were originally assured it would be back on that day by 16:05. That timeframe passed then I was told 19:10. Again still no internet so contacted help and was told 27th May 16:05. So spent whole Bank holiday with no connection. I was repeatedly told keep an eye on your area service status but this has always been green, no issues.

I genuinely believed that it would be back on this afternoon but still nothing. Once the 16:05 deadline passed I was told “Mark my words your internet will be up and running in 1-2 hours MAX” guess what it’s been nearly 4 hours since that message. I have just been told by support that it’s now the 28th May 09:05 it will be working. 

The thing that has really concerned me other than throwing random dates and promises about is the last contact I received. Apparently they are changing old cables due to increased demand in the area, which contradicts an early statement from support saying the box is damaged due to an ‘accident’. In regards to the changing cables excuse, Virgin have only been available in my area in the last 6 months. Wouldn’t the cables be new? And shouldn’t I be contacted and warned about an outage like this before hand?

Where do I stand with this? I cannot work, and as you can imagine kids have been a nightmare. I’m having to buy extra data for each family members phone. All I want is an actual date and not to be fobbed off which is what seems to be happening.

Thanks

 

3 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    13 hours ago

    Hi Lukewba 👋 Welcome to the community forum! Thanks for posting. 

    So sorry to hear about these issues with your connection due to some local works. 

    It's correct that you should usually be notified of these - so it may be worth us just checking that all of your contact details are correct and up to date. You can do this via My VM 👉 virg.in/myVM

    If there's an outage listed via our service checkers 👉 https://virg.in/service or by calling 📞 0800 561 0061 then the field team are aware there's an issue and are actively working on a fix. However, if there's nothing listed this can indicate a different kind of issue that we need to investigate to help with. It sounds like this may be the case in your situation, so I will send you a PM to confirm a few details and offer help. (Please keep an eye on your Inbox 📩 in the top right corner of the page). 

    In terms of any total loss of service, you should be covered under our Auto-compensation scheme, which automatically assesses and applied compensation in the case of a total loss of service. There are a few terms and conditions - including ensuring that the outage is registered on your account. You can find full details of the scheme here 👉 https://virg.in/autocomp . 

    Thanks for your patience whilst we investigate what's happening and offer further help. We can return to this public thread with another update when possible. 🌞