I have been a Virgin Broadband customer for 1 year and I have been very happy with the service, my wife and I both work from home fulltime so a fast a reliable broadband service is really important to us. I have had no issues until last Thursday 12th October when the connection kept dropping out on my work laptop only.
I have followed you online advice and reset the modem several times, I also explored this issue with my companies I.T. team who remote accesses my machine and we also tested the laptop on a different wifi connection where it was working with no issues. During this period there have been no issues with my personal devices or my wife’s access to the wifi, a quick internet search identified that some of your customers have also had issues with accessing Virgin wifi via Z-Scaler.
I have to say that I have found it really difficult to contact your company but I was finally able to speak with Kiran on Live Chat at 09:19 this morning I have to say that I am really disappointed with the response, he has provided generic answers only and not addressed my specific questions, it looks like he is working from a script and would not engage with my specific issue. He advised that a fix would be applied at 12:45
12:45 has come and gone and I'm still experiencing issues.
Any assistance would be greatly appreciated
