Forum Discussion

St_H's avatar
St_H
Tuning in
5 days ago

No internet until 1st Dec!!

Hi, can someone at Virgin please tell me why i've had no internet since around 2am Wed (26/11) and keep getting pointless updates giving ever extending fix times and alternating engineer on way, engineer on site texts saying it will be fixed by 10pm last night. Then at 10.30pm last night i get a text saying won't be fixed until 1st Dec at 10am and engineer is still on way!! I pay £40.50 monthly for just your internet service and i can't even get that. Can you please get this issue sorted as i need the service back asap as no tv, internet use at all and to have no internet for an entire week is just ridiculous!

Thanks.

9 Replies

  • RetiredATCO's avatar
    RetiredATCO
    Superfast
    4 days ago

    VM are no better or worse than any other domestic ISPs with fault fixing timescales.

    If you are WFH then get a business product with a better SLA .

  • St_H's avatar
    St_H
    Tuning in
    4 days ago

    Why should i have to need 2 broadband providers when i am paying Virgin for a full time service. I do have a mobile provider which i have been using, but it is not of sufficient speed or data allowance to use all the time. I obviously didn't opt for a higher data package from my mobile provider as i don't normally need it because i pay Virgin to cover all of my household broadband needs which means not only an actual connection, but also the required speed. As to whether i MUST have an internet connection, yes as i would imagine do most households who have smart tv's, tablets, laptops, cctv, gaming consoles (online) & likely work from home a lot too. I don't think it's too much to expect to get the service you pay for!

    With regard to fixing it asap, i think a company like Virgin, with the share of the market they have, should keep customers more informed of what the actual fault is and give a more detailed update rather that a generic text with just a future date & time. 

    Would appreciate a response from someone at Virgin re: this.

     

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 days ago

      Hi St_H, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear there is a fault affecting your services. We understand this can be frustrating but rest assured that whilst we can't offer a 100% fault free service, we do promise to fix faults as quickly as possible. 

      Any fix times noted are only estimates based on the information we have at the time, so it's possible things may be resolved before the estimated fix time stated. Some faults can be more complex than others, meaning they can take longer to resolve. 

      You can keep up to date on the fault, and latest fix time information here. 

      We do have an automatic compensation scheme in place. When there is a total loss of service for your broadband or phone line for over 48 hours, the account is automatically assessed for compensation, once the fault is closed as resolved. If eligible, the credit is added and will show on the next bill due to be generated. You can view more on the scheme, including eligibility here. 

      Many thanks, 

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

      "keep customers more informed of what the actual fault is" VM have never explained to users the cause of faults and never will. They probably believe it’s sensitive commercial information.
      Do you really what to know something like ‘The pre amp on the CMTS was overloaded and caused further faults", no you don’t, it would mean nothing to you.

  • Liping-LZ's avatar
    Liping-LZ
    Joining in
    4 days ago

    I am having exactly the same issue. Have no internet since yesterday and this really bother me because I am working from home. I am connecting to my mobile internet using hotspot but my mobile internet signal is really bad in my house. I cannot have online call at all and it takes time to even open a web page. This is horrible service by just telling the estimated fix time and not updating any reason. cannot even contact them because there is no contact email and the call is just with bot. Really shocking service. I can understand if it is just outage for a few hours, but for a few days it brings really big impacts. Please get this sorted as soon as possible. I really need internet to work!

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

    You have a residential contract with no SLA, faults happen, they are fixed ASAP. If you MUST always have an internet connection then you need to have standby connection either via mobile or via another ISP.