Forum Discussion

HELPMENOINT's avatar
HELPMENOINT
Joining in
3 months ago

The worse experience

Where do I even start...

For the last two months, we have had continuous issues with our internet, which has been going down numerous times a day. We have contact Virgin support over 30 times to resolve the issue, they have sent out 3 engineers who have all said we need new wiring and they have opened a 'job' for this to be done and someone will be in contact (No one has ever contacted us to arrange this). 

After a prolonged back and forth over these two months, we demanded a refund due to no service. We have been informed that we are not expected to pay until the resolution is found. We thought great, at least we were getting somewhere, but again, after weeks of having virtually no internet, we have now had our broadband suspended for no payment. 

To top it off, to access our account, we need a memorable password which the support team told us we would receive in the post. When it came, the password was blank . 

We call and call to be met with no resolution, I think at this point my contact number is Virgins contact line. 

I don't believe we have had such a bad experience in our lives when it comes to a provider, is anyone else having similar problems with Virgin? 

 

 

 

 

 

 

Broadband
no internet
support

6 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    3 months ago

    Hey HELPMENOINT, thank you for reaching out and a warm welcome to the community we are sorry to hear about this.

    Who has promised you that you wouldn't pay as normally with issue like this credits would get added on after the issue has been fixed? We have no way of stopping bills being produced you see. 

    We do require to pass secruity to access the account, did they send a password reminder out at all? 

    Just to confirm no date has been given at all for this?

  • GUNNKE's avatar
    GUNNKE
    On our wavelength
    3 months ago

    HELPMENOINT sorry about your issues with Virgin. I hope it all sorts out soon. 

    I’ve had issues ever since I had gig 1 installed on 6/3. I should be getting speeds of 1130 mbps dl to the hub but due to faulty cabling between the hub and the cabinet I’ve only been getting 200 mbps dl to the hub. Whilst I still have internet it’s nowhere near what Virgin promised I would be getting.

    I was supposed to have a cable repull on 25/3. On the day at 4pm two guys from Avonline turned up and did a couple of things at the cabinet which initially improved my hub dl speeds. They said they would come back the following day 26/3. As I didn’t need to be in I went to work but when I got home there was no sign of any cable pull and my dl speed to the hub had dropped back down to 200 mbps with the intermittent signal in my area message appearing on the service checker.

    After going through dozens of automated options I managed to speak to someone in. CS on Thursday night. Their records show that all the work for the cable pull is showing as complete. I disputed that because I can’t see any sign of a cable pull. They’ve agreed to send out another engineer today to check out what was “done” on the cable pull and to check out the continuing signal issue. I’m not holding my breath though. 

    As of now I wish I had never signed up with Virgin. I was really pleased when I found out that I could have Virgin as I can’t use any Openreach or City Fibre providers in my area. However I was using Three 5g broadband before I got Virgin. Wish I’d kept that now as I was getting better internet speeds with that than I am up to now with Virgin. 

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      3 months ago

      Sorry to hear of the service issues experienced with your connection and speeds GUNNKE, let us know how the visit goes and if it has helped the speed issues.

      • GUNNKE's avatar
        GUNNKE
        On our wavelength
        3 months ago

        The visit by the engineer on 29/3 was pointless. He just pointed out what I already suspected. That the cable repull that Avonline were supposed to do on 25/3 never happened. He said he would speak to his boss and rearrange a new cable pull that would happen this week. However according to My Virgin Media, I have been booked in for an appointment on 12/4 which is nearly two weeks away. Really was hoping that something would be done sooner than that. I had Gig 1 installed on 6/3. If anyone would care to check they will see that since that date I haven’t had anywhere near 1130mbps dl to the hub that was promised. Hopefully if this ever gets sorted out (I’m not holding my breath) Virgin will compensate me.