No-one enjoys coming on to these forums to have a negative rant, and to be fair I wish I had come on here to praise this network for the outstanding speeds we have got on our previous address, one street up. 900+ mbs which amazing, when working from home for the duration of the pandemic. We have had fantastic service for over 5 years. So 5 gold stars to Virgin for this.
But this week things have taken a turn for the worst. We moved home to the adjacent street in London and was advised that all we needed to do was move, take our box with us and plug it in and it it would magically work.
I will give you two guesses as to what happened next.
That's right, absolutely nothing. The Hub 4 turned red and for the 3 days we have been in our new home we have had no connection.
Being self employed, and my internet connection is the life blood of my business.
I called twice to complain. Twice I was told that "Sorry sir, there was an outage on the network''. And that "the network engineers where working hard behind the scenes to get things fixed". And that it may be fixed a few days from now. That was the 28th of July. It would be fixed by the 1st of July.
I happened to meet my neighbour, and asked if they where on virgin media and if they had had any issues, they said no. No issues and fast speeds.
I called customer services again, and again was told. "sorry sir, there is an outage on the network" I explained that my neighbour had had no issues with their connection. I was told that it would be looked in to. I lodged an official complaint.
So I decided to login to my account on virginmedia.com and there it was. None of our services had been provisioned. So where you usually see your services 'sizes' there boxes where empty, saying "add services'
Which means that our hub and the network are not talking to each other, because our hub has not been provisioned to the network, as well as the fact that there where not a single issue reported on the customer dashboard either. See evidence below along with timestamp.
What I want to understand is are customer service agents trained to mislead customers, or is it just incompetence on the part of the systems that the customer service agents have access to?
Or is it something else?
A service I am paying almost £800 a year for I would expect a much better result.
Has anyone else moved home with Virgin Media and dealt with this?
Am I being unfair, unreasonable? Am I missing something?
I certainly do not want to make false accusations publicly but this is incredibly frustrating to be mislead by a company we have relied on for half a decade!
Hi Paul, thank you for your promote response. Well this is a bit embarressing for Virgin Media.
In this image below is a Virgin Media street cabinet. I reported as being exposed 3 months ago. By pure chance it happens to be right outside my house. Having networking experience myself, I thought I would check it to see if anything had been vandalised. Considering this has ben exposed for all this time, anyone at any time can pull out or cut all these connections. These ports should be secured behind locked doors. This is not only a data privacy concern but a major concern for every one on this street.
So I bent down, checked and looked for our street number. And there it was. Our street number port line, totally disconnected. And the cable connection not connected.
I just wanted to know why your systems report this as a SNR outage? Why cant the systems detect that the port is totally disconnected?
An engineer is booked to come and I will ask him to fix up this port. To make sure we are getting full speeds. It's basically just in the only free port I could find. And our internet after 4 days of no connection is now running at 600 mbs.
I think this deserves a story in the local press it is so hilarious.
I am angered, shocked and disappointed I had to work this out myself. Also told to wait another 5 days for an engineer to come. When I have told the CS team that the internet in my home is the life blood of my small business and after 5 years of perfect service, now moving home (one street down) this happens.
Unbelievable.
