Forum Discussion

ahage's avatar
ahage
Just joined
3 days ago

Virgin Media is not helping

So I have been having intermittent Internet issues for almost 2 months now, and Virgin Media doesn't want to help.

Each time I speak to one of their agents, they don't keep their promises and instead of actually resolving the issue, they send an engineer who either won't turn up because they know they don't have access to the roof or say the same thing "There is no issue in your apartment, the issue is on the roof but IRS (never heard of them) won't grant permission."

I live in a flat and the engineer requires access to the roof to resolve this issue but for some reason Virgin isn't contacting the person in charge.

They randomly close complaints, won't tell me which department actually deals with someone contacting the Council for the roof access.

They constantly lie stating that they did contact the person in charge of roof access (IRS), but the actual person who works for the council says otherwise.

I have requested a deadlock letter but I do not want to continue with that route if it can be helped.

At this point, I am not sure what to do.

Thanks.

Broadband

4 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    5 hours ago

    I think goslow is onto something. In many MDUs the TV is supplied from rooftop-mounted aerials or satellite dishes with coaxial cables running to each unit via the IRS headend and riser patch panel and terminated at an IRS wall plate. When VM becomes a provider it brings its cable into the ground floor and up to riser patch panel. The customer's drop cable is repatched to VM’s incoming feed by disconnecting it from the panel's multiswitch and connecting it to VM’s own tap/splitter. VM then replaces the IRS wall plate with its own IRS wall plate. Here's a photo of such a plate.

    In other words no need to access the roof.

  • goslow's avatar
    goslow
    Alessandro Volta
    6 hours ago

    We have seen IRS mentioned on here before as "integrated reception system" (a means of distributing AV/telecoms throughout flats via a centralised system of cables and faceplates) as below

    Question about my installation in a flat with IRS system. | Virgin Media Community - 5560095

    Who manages the building you live in? You mention the council are involved in some way.

    You will need to find out how to gain access to the roof (if that is where the distribution equipment for the VM service is located) and try to coordinate that access with a tech visit.

    The ombudsman may not be too much help as VM will simply blame a third party for not being able to gain access.

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    7 hours ago

    Hi ahage 

    Thanks for posting and welcome to the community. Sorry to hear of these issues. If the complaint is at deadlock, it means we've reached the end of the complaints process and would be sending you an email/letter with your next steps to contact the Ombudsman who would then make a final ruling on your case. 

    Best wishes.