Seeking Help: Over 83 Disconnections and Counting

[wrightyrx7]

Hi everyone,

I'm reaching out to the community for some advice and support on an ongoing issue I've been facing with my Virgin Media internet service. Since November 20, 2023, I've recorded 83 disconnections, leading to over 21 hours of downtime. It's worth mentioning that these figures only reflect the times when my computer was actively being used; the actual number of disconnects could potentially be higher.

This situation has severely impacted my ability to work from home, affecting not just my productivity but also my professional responsibilities. I've made numerous attempts to address this issue with customer service, including seeking a waiver for the Early Disconnection Fee (EDF), given the service reliability issues. Unfortunately, my efforts have not led to a satisfactory resolution, and the service's unreliability has made it increasingly untenable for me to continue under the current contract without exploring other options.

I'm at a point where terminating my contract seems like the only viable option to seek a more reliable service. However, I'm faced with an EDF, which I believe should be waived under these extraordinary circumstances. The disconnections and downtime directly contravene the implied terms of consistent and reliable service, which were my basis for entering into the contract.

I'm interested in hearing from anyone who may have faced similar issues or has advice on navigating this situation. Has anyone successfully resolved a similar issue, or can anyone offer guidance on the best steps to take next? Any insights or suggestions would be greatly appreciated.

Thank you in advance for your help and support.

[Joseph_B]

Hey @wrightyrx7,

Thanks for coming back to us with regards to this.

Checking onto the system you are part of an outage that is set to be fixed by 7:25pm, please let us know if this improves by then.

Joe

[wrightyrx7]

Thank you, Joe, for the update on the current outage and its expected resolution time. While I appreciate this information and look forward to the service being restored today, my concern extends beyond this individual outage. The issue at hand is the cumulative effect of multiple outages over time, which has significantly impacted my ability to rely on Virgin Media for consistent internet service, crucial for my work from home.

The repeated disruptions, including today's outage, are part of a larger pattern of service instability in my area, as discussed previously. These are not isolated incidents but a series of many, which have prompted me to consider the necessity of a more reliable internet service provider to meet my professional obligations.

Given this context, my request to waive the Early Disconnection Fee is based on the ongoing and broader reliability issues, not just the resolution of today's outage. I'm seeking a resolution that addresses the overarching concern of consistent service reliability, which is essential for my work.

[Molly_T]

Thank you for getting back to us wrightyrx7. 

Given your feedback and concerns it would be best if we get a complaint raised for you. This way, we have a record of your feedback and what you are looking for as a resolution. (To leave without EDF's). We can then take this forward to see if it is possible, based on supporting evidence from your account. 

As you are already in a PM with my colleague, please just pop them another reply message advising you would like to raise a complaint and that this is what you are looking for as the resolution. They will then offer further support with this. 

Thanks for your patience in the meantime! Wishing you all the best. 🌞