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James431's avatar
James431
Joining in
4 days ago

Ongoing connection issues

I have had an ongoing connection issue for the las few months, my broadband drops out at random times during the day and night sometimes for hours, 

4 domestic engineers have visited my property to investigate, they have replaced my hub 3 twice, replaced the cable feeding the modem, replaces the wall box, replaced the link cable between the wall and the hub, but my issue is still the same. 

3 engineers have reported an exposed damaged cable on the public footpath that feeds my property but this has not been addressed, customer service promised me the issue would be resolved by the 4th engineer after a 2 hour phone call with various people and departments in virgin media.

The 4th engineer attended and did exactly the same as the previous 3 engineers to waste time and book their hour labour on the time sheets without resolving the actual issue. 

I am at the point where I have no other choice but switch to a more reliable Internet provider after over 20 years of being a not very valued customer.  

Any opinions on what I should do next apart from go bt or community fibre where I will actually get full fibre high-speed instead of a copper wire? 

 

[Mod - title edited for clarity]

2 Replies

  • James431's avatar
    James431
    Joining in
    3 days ago

    Reply to mod, my title was very clear. Virgin media help do not help. Your service is beyond useless, the engineers don't know their aass from their elbow and customer service will actually lie to us to keep us quiet 

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team
      20 hours ago

      Hi James431 

      Welcome to our forums and thank you for your first post. Sorry to hear you have been having an ongoing issue with your service despite multiple engineer appointments with us. We can assure you that we would aim to get the issue resolved as soon as possible. We can see you have very recently contacted our team regarding this and a decision has been made. Is there anything else we can help with today? Do you need any further help?

      Thanks,