Forum Discussion

James_ab89's avatar
James_ab89
On our wavelength
1 year ago

Re: No internet since signing up to virgin - Abysmal customer service!

No internet for a week and counting…. multiple engineers sent out and no one in Accounts & Activation, Customer Service, 2nd line/Technical Support, Complaints is able to fix the issue or root cause the problem. My router has been swapped a total of 5x, account reconstructed, cables, isolation port, pit, signals, all checked multiple times by engineers and they say it is 100% an account and activations issue. I’m losing my mind, please someone at VM in complaints or management contact me by phone urgently today! All customer service is based overseas and unable to assist, I’ve been calling in everyday and sick of this it’s disgraceful how I am being treated! My complaint reference is C-1406241327

 

[MOD EDIT: Thread merged as duplicate. Replies may not follow in order]

9 Replies

Replies have been turned off for this discussion
  • goslow's avatar
    goslow
    Alessandro Volta
    1 year ago

    Are you using a Hub 5x on XGS-PON?

    Edit: Have now read the multi-posts

    • carl_pearce's avatar
      carl_pearce
      Superstar
      1 year ago
      goslow wrote:

      Are you using a Hub 5x on XGS-PON?

      No (The other thread has more info!).

      • goslow's avatar
        goslow
        Alessandro Volta
        1 year ago

        Ah, just been there now! Multi-posting strikes again!

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team (Retired)
    1 year ago

    Hi there James_ab89 

    Thank you so much for your post and welcome to the community forums, it's great to have you here. 

    I am so sorry that you have faced this issue with your account and thank you again for reaching out, I understand this experience must have been very frustrating and I am so sorry again. I would be happy to take a closer look into this with you via a private message. 

    I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

    • James_ab89's avatar
      James_ab89
      On our wavelength
      1 year ago

      Ashleigh, I’ve replied to your private message over an hour ago and have not heard back from you. Please can you provide an update urgently and call me to discuss! 
      Thanks

      • carl_pearce's avatar
        carl_pearce
        Superstar
        1 year ago
        James_ab89 wrote:

        Ashleigh, I’ve replied to your private message over an hour ago and have not heard back from you. Please can you provide an update urgently and call me to discuss! 
        Thanks

        The forum team don't phone people, as mentioned earlier.

        They are probably off shift at this time of night.