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gaddgru's avatar
gaddgru
Tuning in
3 months ago

Urgent: Ongoing Broadband Issues

Dear Virgin Media Team,

I have generally had a reliable broadband connection until the National Grid carried out excavation work outside my driveway, which damaged the Virgin cable on 4th March 2025. Since then, I have been facing persistent broadband issues that have caused immense disruption to my daily life.

Initially, after multiple phone attempts, I managed to book an engineer visit on 7th March. It wasn’t until 10th March that the cable was replaced, and my internet connection was restored. However, just two days later, on 12th March, I lost internet again.

Another engineer visited and replaced the outdated blue box outside my house, and while the issue seemed resolved, I find myself without internet yet again today (14th March). To make matters worse, I am unable to book another engineer visit, as the system is asking me to check back after 24 hours.

While I understand that this situation is not entirely Virgin Media’s fault, I am deeply frustrated that the problem has not been effectively addressed. It seems that the restoration of my broadband has not been handled robustly, leaving my connection far less reliable than it was before the National Grid excavation.

As my household relies heavily on broadband for daily activities including work, this ongoing issue has caused significant stress and inconvenience. I urge Virgin Media to take immediate action to resolve this matter comprehensively and ensure that my broadband is reinstated to its previous standard of reliability.

I hope this issue can be escalated and resolved swiftly. I look forward to hearing from you with a reliable and lasting solution.

I can provide account details, if needed by the virgin team. 

Regards,

Gururaj, Coventry

8 Replies

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  • Buffer6's avatar
    Buffer6
    Legend
    2 months ago

    Here's how you can handle this issue effectively:

    1. Escalate the Complaint: Since the issue is recurring and hasn't been resolved despite multiple engineer visits, you should escalate this matter within Virgin Media. You can request to speak with a senior manager or a complaints team member. Virgin Media’s formal complaints process is outlined on their website.
    2. Request Compensation: Virgin Media has policies for compensating customers for service downtime and inconvenience. Ask for compensation for the lost broadband service and the stress caused by the repeated disruptions.
    3. Document Everything: Keep detailed records of all engineer visits, phone calls, and correspondence with Virgin Media. This documentation can help strengthen your case if you decide to pursue further action.
    4. Contact Alternative Channels:
      • Social Media: Virgin Media often responds faster on platforms like Twitter or Facebook.
      • Ombudsman Services: If Virgin Media doesn't resolve the issue within eight weeks, or if you’re not satisfied with their resolution, you can escalate the matter to an independent ombudsman. Check if Virgin Media is a member of an Alternative Dispute Resolution (ADR) scheme.
    5. Follow Up Persistently: Since the system is asking you to check back after 24 hours, ensure that you keep trying to book an engineer visit. Additionally, emphasize the urgency of the matter in all your communications with Virgin Media.
  • gaddgru's avatar
    gaddgru
    Tuning in
    2 months ago

    Thank you for your response. I have raised a complaint through virgin media website. I will also check other options. I am certain virgin media hasn’t done a proper job to replace the cable. I will have a 3rd engineer visit within a week and that’s really frustrating. 

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 months ago

      Hello gaddgru,

      Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your connection at the moment. Has anything changed since you last posted, have you heard back from the complaints team at all?

      Kind Regards,

      Steven_L

      • gaddgru's avatar
        gaddgru
        Tuning in
        2 months ago

        Hi Steven, Thanks for your reply. The connection is restored at the moment after the third engineer visit. They said they have cleaned the new wires and redone the crimps and joints. Hope the connection stays robust after this. I will be getting some compensation per day for the total internet loss subject to some conditions. 

  • Hosay299's avatar
    Hosay299
    Fibre optic
    2 months ago

    ask for a for full report and ask if u can see what they have done and are doing as could be the work need doing in the street too