Forum Discussion

Uninternetted's avatar
Uninternetted
Just joined
16 days ago

Where is my internet?

Went dark Sunday 23 Feb at 9.00am got a message that it would be fixed by 12.02 the next day, and that the issue had been identified and someone was on the way.  The next day after 12.02 I get a new message telling me that the issue has been identified and an "engineer" was on the way and it should be fixed by Thursday the 27th at 12.02.  At 13.00 on Thursday no sign of internet, through online messaging an agent told me it would be fixed by 10.00pm and that he would track it to make sure. At 4.00pm on Thursday I get a new message saying that the issue has been identified and that an engineer is on the way and that it should be fixed by Monday 3rd of March at 12.02. If it is fixed by Monday that will be 8 days of no service.

Two points to make, why not just tell the truth, there is no engineer and he is not on his way. All I ask is to be kept informed and not given this **bleep**.

Second point, If they provide no service for more than a week there should be an option to cancel your contract.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    16 days ago

    It's just the Virginmedia way. Don't forget your compensation, it should be automatic, but you need to check you get the right amount. 

    https://ofcom.cmail19.com/t/i-l-ckhdkud-wklhinik-m/

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

    How do you know technicians are not working on the problem? The problem could be a street cable, fibre or at the headend where the CMTSs are located. You have a residential contract with no SLA, so fixes are best endeavours. If you want an SLA you need a business contract.

  • Beth_G's avatar
    Beth_G
    Forum Team
    16 days ago

    Hi Uninternetted

    Thank you for your post. I'm really sorry to hear you've been having a lot of trouble with your services recently. 

    I've had a look and I can see that the current estimated fix date/time is still set for 3 March 12:15pm. These types of faults can be tricky to locate the source of as it's usually caused by noise on the line, so we'll be in the process of checking the network still or working on getting access to the affected of the network.

    The fault has been raised under the reference F011709601. Rest assured our teams are working on this and doing everything they can to resolve the issue as soon as possible.

  • Hazel7's avatar
    Hazel7
    Joining in
    16 days ago

    I absolutely share your frustration as I'm in exactly the same position as you. At 10.00 am, the first technician on the "helpline" said the fault was being fixed and the service would be up by 12. That came and went, so rang again with a second technician telling me that he  meant 12 midmight!  Totally unconvinced that this can fault be fixed remotely, l asked for an engineer visit but was told that the outage caused massive faults that even if an engineer visit was booked it would be cancelled as they are completely swamped.

    Just had a call back from Virgin and an engineer will be here tomorrow morning. I wait with baited breath!