Disappearing Homeworks...

[gswarbrick]

After a very messy series of contract changes last year, it appears that HomeWorks was taken off my account. I've now been without broadband since yesterday and can't get an engineer visit until Thursday - rather than the guaranteed next day service I had with HomeWorks. And I can't find any way to add it back on!

[Matthew_ML]

Hey swarbrick, thank you for reaching out and I am sorry to hear this.

You can add this on via your online account here 

You can also find out more about it here 

Sometimes we do get cancellations and if this happens you would get sent a SMS however these are on a first come base. 

[Tudor]

I think you will find that a next day visit is not totally provided. Have heard that there is a caveat of ‘if possible’ as a get out.

[gswarbrick]

There's always a force majeure clause, but the point is that it was taken off my contract, so I'm not currently entitled to have them try. And there's no obvious way to put it back on so that this doesn't happen again.

Meanwhile I'm trying to run a business from home with no broadband or phone line...

[gswarbrick]

That link goes to this URL which presents the useless option to install an app that doesn't help...

https://store.virginmedia.com/my-virginmedia-app/ac3.html?utm_source=agentadvocacy&utm_medium=social...

[Ayisha_B]

I'll pop you a PM 📩 to assist further.

Thanks

[gswarbrick]

A PM to ask security questions, followed by another PM to ask more security questions and, as of 14 hours later, nothing else...

[Adduxi]

There is no SLA’s on residential contracts? There is on the Business ones however.  Personally I would suggest a backup circuit if working from home for redundancy. 

[newapollo]

Hi @gswarbrick 

As per tudor, sorry but you aren't guaranteed a next day - info here from the Terms & Conditions section  on the /VM/homeworks page

'Next Day Priority Service: Priority for available next day appointments vs other cable customers if appointment is required, subject to appointment availability. You must call contact centre during contact centre opening hours to get next day availability'

I've copy pasted some additional  info below regarding Homeworks from the same linked page above

How to get Virgin Media HomeWorks

Call 0800 064 3855 to add HomeWorks to your broadband package. You’ll pay £9.99 monthly on a rolling contract – for 40% off (knocking it down to £6 monthly), upgrade your broadband speed while you’re chatting with us. If the boss calls you back to the office (or for any reason), you can cancel your HomeWorks subscription with 30 days’ notice – or sooner for a small fee.

How do you get HomeWorks if you have Gadget Rescue or F-Secure Safe? 

To upgrade to HomeWorks please sign in on My Virgin Media account will be updated.

[gswarbrick]

There isn't. But HomeWorks... works. I've used it many times. I'm not asking for an engineer to come faster, I'm asking to spend £10 a month to increase the chances of getting an engineer faster next time. I do have a backup 5G circuit, but it doesn't replace my landline for incoming calls on my landline and half my TV services are unavailable because I can't swap it in to the STBs in place of my Virgin connection.