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Blackforce
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Fault after fault after fault. Prices going up and cant speak to anyone!!!

In the last 3 months I have had fault after fault after fault in my area. Each time I visit the my virgin status page and it tells me a fault is occuring in my area. December alone I have at least 4 seperate faults that occured and thats the ones I bothered to record by putting in my mobile number.

4th November - F008554192
19th November - F008597447
3rd December - C01169255
17th December - F008671673
22nd December - F008678704
23rd December - F008679994
14th Jan - F008735878

Ive even logged a formal complaint and got a templated letter back which didn't even address the issues!!! Then i get a letter through that they are putting up prices and I can call to cancel. Try calling, cant get through!!!! 

How can a communication company get it so wrong? Is there anyone from VM that can reach out to me to assist?

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Blackforce
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Re: Fault after fault after fault. Prices going up and cant speak to anyone!!!

Then another fault in the same day.

14th Jan, part 2 : F008737161

 

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Blackforce
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Re: Fault after fault after fault. Prices going up and cant speak to anyone!!!

Another fault today. Rung faults team. 45 minutes on hold. Rings, then they hangup. Great!!!!

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japitts
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Message 4 of 14
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Re: Fault after fault after fault. Prices going up and cant speak to anyone!!!

VM staff who (hopefully) pick this up in a few days may be able to help further, in but in the meantime..

What's the gist of of your issues? Is it TV/broadband, or something else?

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

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Blackforce
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Re: Fault after fault after fault. Prices going up and cant speak to anyone!!!

Sorry I should have put that in the original post. Its Broadband. just lose connection

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Paul_DN
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Re: Fault after fault after fault. Prices going up and cant speak to anyone!!!

Hi Blackforce,

 

Thank you for reaching out to us in our community I am sorry to hear you are having connection issues, I have had a look at thing our end and can see there is a current issue which will be effecting your services.

 

This a a SNR ( Signal to Noise Ratio ) 

 

 

 

You might find that your Virgin Fibre, Virgin TV or TiVo® services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

 

 

Priority:P4

 

Remedy Number:F008619929  

 

Status:We have identified the problem and an engineer is on their way

 

Date Open:27 NOV 2020 09:31

 

Estimated end date:18 JAN 2021 16:00

 

 

Kind regards

 

Paul.

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Blackforce
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Message 7 of 14
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Re: Fault after fault after fault. Prices going up and cant speak to anyone!!!

Sorry this doesn't make any sense. There is an ongoing fault since November logged as a P4 which is due to be resolved today? 

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Paul_DN
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Re: Fault after fault after fault. Prices going up and cant speak to anyone!!!

That is correct, it is SNR which can be a hard fix depending on where the fault is and whether we need permission from the local council to carry out needed work.

 

Regfards

 

Paul.

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Blackforce
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Re: Fault after fault after fault. Prices going up and cant speak to anyone!!!

When does the priority get increased? For me a fault that has been around for 3 months seems to have dragged on for ages should be higher than a P4. The service I am receiving is rubbish. Its down most days. 

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Blackforce
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Message 10 of 14
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Re: Fault after fault after fault. Prices going up and cant speak to anyone!!!

Ironic how i received this on the 23rd November. It was more reliable before they upgraded it. 

 

Hello Dale,

We wanted to let you know that we’ve just finished upgrading our fibre network in your area.

This means our broadband is now more consistent and reliable, as well as powered by more energy-efficient technology.

We’ll also be keeping an eye on the connection between your Hub and our network, to help make sure you’re getting the broadband speeds you pay for.
Enjoy,
The Virgin Media team

Upgrade.jpg

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