No Service

Question

So after 11days with no service a lady from virgin rang and said she will be checking in and out of our account to get it fixed and would call us between 4.30pm and 5pm. Guess what no call. A text message was sent about an hour ago to say engineer was on his way now and yep it should now be fixed by tomorrow. Meanwhile a check on virgin app tells us hub hasn't finished being set up whilst another says a large outage whilst working on installing copper wire or something. Which is it. Why not do what do what you say you will. So frustrated and angry right now and will be looking into cancelling contract as it's not giving what it promises

David_Bn · Answer

Thanks for your post on our Community Forums bev369, and a very warm welcome to your Community Forums!
We're sorry to hear of the recent issues you've been experiencing in your local area, with an outage currently being present and estimated to be resolved later today at 15:05.
To keep tabs on the outage, do please utilise our Service Status Checker or&nbsp;call our Service Status Line via 0800 561 0061 for an update on the fix time offered.
If the service issues continue beyond the the fix being completed, please reboot your equipment and report back to us if this is then still ongoingThanks,
David_Bn

bev369 · Answer

HiI wish I could have the faith you have. For the last 2 weeks times and dates have changed over and over.My Autistic son is beside himself with anxiety, in his head it feels like the world has ended. For me to have to keep telling him the times/dates have changed is heartbreaking. In his black and white world when you say or write something that is a solid fact and should not be deviated from. I'm feeling very let down by virgin sorry

bev369 · Answer

So I've just this minute been sent message saying tomorrow at 4pm for fixing. Someone else please tell my son. I just can't do this anymore

bev369 · Answer

Still no service, changed the day yet again. 15 days now

Carley_S · Answer

Hi bev369&nbsp;
We do apologise that you're currently impacted by an area outage and that the estimated fix time has been pushed back. We can assure you that it's not the level of service we aim to provide.Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately, sometimes service issues do happen from time-to-time. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like.You can read about our auto compensation scheme here.&nbsp;
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

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No Service

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