Forum Discussion

L30nhart's avatar
L30nhart
Joining in
6 months ago

VM constantly disconnecting and engineer been out twice already

So I moved into my new house in April and thought I would get Virgin as they were fantastic before when I had them a few years ago.  Installation day arrived ecstatic not the word.  So since the end of April it has been awful every so often the connection would drop out. I phoned them and they were more concerned with telling me well send an engineer but if there is nothing wrong with it I would have to pay £25.  Now I was less than pleased as where is my £25 for the annoyance that I have suffered.  So I have had to contact them again and again and again for them to tell me there is nothing wrong with it.  Engineer finally came out and advised there is faults on the line.  Now router has been changed all cables in the house changed and he said here is my work number contact me if it continues so about 24 hours later same thing broadband dropped out.  So he said he would organise a repull, new cabling outside the house.

So the recabelling happened 2 weeks ago and again internet is dropping out.  So engineer coming again on Saturday.  
Now sometimes it will drop out for 30 seconds, 1 minute and today for example it dropped out for over 3 hours.  Virgin Media’s policy is it has to be out for 48 hours for compensation.

i went to raise a complaint and they just fob you off.  Internet has literally just dropped off again after only being on for an hour.

worst broadband I have had

  • John_GS's avatar
    John_GS
    Forum Team
    6 months ago

    Hi L30nhart 

    Thanks for posting and welcome to the community. Sorry to hear of the connection issues but I am glad we've got you an engineer visit. 

    Whilst I appreciate what you're saying about the £25, this is a standard thing to quote on every fault engineer booking. There will be no charge for this visit unless:
    •              The engineer diagnoses the faults as not being caused by our network/equipment 
    •              The engineer discovers that the fault or problem relates to your equipment
    •              The engineer discovers that the fault or problem relates to any system that we are not responsible for
    The engineer will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
    Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
    If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment. 

    You are correct as well about the compensation applying, see more here - virg.in/autocomp

    I'll send you a PM though to assist further.