Forum Discussion

JS78's avatar
JS78
Joining in
22 days ago

Total loss of service

Still waiting 7 days after reporting & having confirmed by an engineer of a total loss of service. We work from home, we have a priority reference, we have been told daily that someone is coming, staying home and waiting because no one ever calls back! 
Guess what? Today’s ‘promised’ 8am to 1pm fix is now 4pm, if we’re lucky. and I only know that because I chased. The amount of time I have wasted trying to get answers and help is ridiculous. As for a 24-48hr service level agreement, that’s a massive fail. How many cable repulls are the contractors doing a day that means we keep getting shoved to the back of the work order???? If we’re deemed a priority, god help anyone else! VM needs to look at the performance and availability of its supply chain. 

10 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    22 days ago

    Hi JS78

    Sorry to see that you have total loss of service.

    Having a  24-48hr service level agreement would suggest that you are a VM Business customer. 

    Unfortunately these forums are for residential customers and the forum team don't have access to the business systems as they are two separate entities.

    There may be an active live messenger chat function for VM Business on the following page

    https://www.virginmediabusiness.co.uk/help-and-advice/ 

    There's also a freephone number 0800 052 0800 or text support on 07480 639 012

    Additionally there's an online Contact Form

    https://www.virginmediabusiness.co.uk/help/s/contactus-form 

    • JS78's avatar
      JS78
      Joining in
      22 days ago

      Domestic priority customer. I was told 48hrs max 

      • Tudor's avatar
        Tudor
        Very Insightful Person
        22 days ago

        "I was told 48hrs max " Have you got that in writing in your contract?

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    22 days ago

    As a residential customer you get priority treatment for broadband and phone if you are a registered as vulnerable. However this does not seem to be applicable to you. What you should get is automatic compensation for total loss of broadband and phone after two working days from the date of registering the loss of service to VM.

    In the meantime be prepared for outages by, for example, having a MiFi router and a data-only 4G SIM card.