Forum Discussion

Stewartyh's avatar
Stewartyh
Joining in
6 months ago

No wifi , no access to TV packages yet Virgin say they’ll charge if I need a new Hub

I’ve had Wi-Fi issues for weeks , eventually after having to reboot twice a day an engineer appointment was made. The Engineer identified issues and changed a splitter, I’ve had no internet since. When I called after I was told it would be 4 days until another Engineer could come. I made a complaint and the response I got was laughable. If I need a new hub they’d charge me £25 but as a good will gesture they’d give me £10. I’ve had no WiFi and won’t for another 2 days but I’ll pay Virgin for the privilege 

  • Tudor's avatar
    Tudor
    Very Insightful Person
    6 months ago

    All fault resolution on VM equipment is free. You can be charged if a technician attends and there are no faults.

  • Alex_RM's avatar
    Alex_RM
    Forum Team
    6 months ago

    Hi Stewartyh,

    Thanks for posting and welcome to our community 😊

    We're sorry to hear you're having some connection issues. I've had a look from our side and can see you're currently affected by an area issue. 

    The estimated fix date for this is 23 SEP 2024 12:35, if you experience issues past this date please let us know.

    Alex_Rm