Forum Discussion

endoftether99's avatar
endoftether99
Just joined
14 hours ago

No internet

Why can you not get a straight answer when you call CS. We lost Wi-fi and therefore TV, we were told it was a hardware issue and easily fixed, engineer advised not a hardware issue but a network cable issue. Engineer came out said a new cable was needed as not working.

Called CS on Tuesday advised an engineer would be out the following day to fix, husband stayed in when no engineer arrived he called CS to get an ETA - no engineer booked!!!!!!!!!!!!

In the duration of the call with CS the engineer date was put back 3 times, it was then left that the engineer would be coming Tuesday 22/07

We then receive an email saying our issue has been resolved!!! I don't think the cable was laid in the 30mins since my husband spoke to them.

I then called as husband did not trust himself to be told that the engineer was booked for 23/07, so 1 week from now we are supposed to not have internet or TV, I work from home and my children have homework, when i advised this was not acceptable I just got the usual speil about compensation - £9.98 a day - really?!!

I daren't chase again incase the engineer date changes again!!

We moved to virgin from Sky for the faster speeds but we now have no speed. I don't know where to go as the inconvenience this is causing to our life re working is ridiculous and you just get the same platitudes and lack of help from CS, I work in customer service so know the empty platitudes when I hear them!

2 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    10 hours ago

    As you WFH my standard advice to to get a MiFi router with a data-only SIM card as backup.

  • WorstISP's avatar
    WorstISP
    Superfast
    9 hours ago

    Don't waste your time with "customer support", the only purpose of "customer support" is to delay you and waste your time so you don't open an official complaint.

    Here's the form for opening a complaint: https://www.virginmedia.com/help/complaints

    Open a complaint and spend the next 2 months gathering evidence (screenshots of speed tests daily added to a document where you note the day and time, very important to do this for several days in a row to prove total outage for several consecutive days).

    After 2 months you can escalate to the Communications Ombudsman, which is when Virgin will magically find the right department to send to actually fix anything.

    Very important that for these 2 months, every time Virgin calls or emails you, you state firmly "do not close the complaint, the issue is not resolved". The issue is not "resolved" until they give you a refund for every month they failed to provide service, and not just when they fix the issue.

    Hope this helps.