Forum Discussion

WorstISP's avatar
WorstISP
Superfast
2 years ago
Solved

2 Months of T3 Errors - Virgin refusing to investigate.

Like many others in this forum, I've been getting disconnected from the internet several times a day, and looking at the logs on the Hub there's T3 errors logged around the time of each disconnection...
  • riso's avatar
    riso
    2 years ago

    I may have missed it, as I'm tired, but are you getting the issue with both wired and wireless?

    You have a contract clause which states if VM can't provide a consistent connection over a specific speed for a specific time within any given month period, then you can cancel your contract without penalty.

    You need to email the "CEO" email address found online. Outline you are putting them on notice on their beach of contract and are activating the clause from the date of the email. Tell them they have by a specific date within the contracted period to fix the issue, otherwise you're leaving without penalty.

    Firstly - doing this, for me at least, got a response from a more intuitive team and a form of case worker against my problem.

    Secondly - if they don't fix it within the time period, you then terminate the contract as it's your right.

riso's avatar
riso
Tuning in
2 years ago

I may have missed it, as I'm tired, but are you getting the issue with both wired and wireless?

You have a contract clause which states if VM can't provide a consistent connection over a specific speed for a specific time within any given month period, then you can cancel your contract without penalty.

You need to email the "CEO" email address found online. Outline you are putting them on notice on their beach of contract and are activating the clause from the date of the email. Tell them they have by a specific date within the contracted period to fix the issue, otherwise you're leaving without penalty.

Firstly - doing this, for me at least, got a response from a more intuitive team and a form of case worker against my problem.

Secondly - if they don't fix it within the time period, you then terminate the contract as it's your right.

  • WorstISP's avatar
    WorstISP
    Superfast
    2 years ago

    Thanks Riso, this is the most useful advice. I'm tired of dealing with them.

    Yes, it's wired and wireless. This is specifically an issue with me being disconnected from WAN. Recently the speed is terrible on top of that. It fluctuates.

    • riso's avatar
      riso
      Tuning in
      2 years ago

      I had similar and did what I said above, got a new hub and ask was good.

      Sounds like your issue is more complex than the hub though. Hopefully if you follow the above you may be able to get it sorted.