Forum Discussion

j_h500's avatar
j_h500
Joining in
12 months ago

Repeated intermittent outages - can I leave?

We recently signed up to Virgin (over 14 days ago, annoyingly), and since we have been using it we have had repeated outages, at least once every couple of days. we've checked the service in the area, and when we can get the checker to work it usually says there isn't an issue and we need to reset the hub. We've called Virgin who ran checks and said they'd fixed the problem - we had one day of uninterrupted service, and then today it's gone again.

Do we have any way of getting out of this contract if they can't fix this issue? If it continues it's going to make working from home unsustainable.

5 Replies

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

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    12 months ago

    Thanks for reaching out to us j_h500, and a very warm welcome to you!

    Sorry to hear of the issues you have been experiencing with the services.

    Can you please offer us an update, with the points raised by your fellow Forum posters being a starting point?

    If the matter is ongoing, we'd be keen to assist where possible.

    When looking into your local area, no outages appear to be present currently.

    Thanks

    David_Bn

  • j_h500's avatar
    j_h500
    Joining in
    11 months ago

    Sorry these messages all went to my junk and I only just found them! The issues have continued. We’ve called Virgin numerous times, each time being told the issue is resolved, then it happens again. They’ve finally agreed to send an engineer out, but I have no faith the issue will be resolved, as it sounds like they’ll just do the same tests that have already been done, and then give us a new router. 

    • Ayisha_B's avatar
      Ayisha_B
      Icon for Forum Team rankForum Team
      11 months ago

      When has the visit been booked for j_h500 ?

      Let us know how it goes so we can offer further support if required,