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Forum Team
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Message 11 of 38
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Re: Area 22 no internet connection

Sorry to say this COYS61 but the fix time for this has now been changed to 09/10 @ 12:00.

I apologise for any inconvenience that this continues to cause you but I hope this can be fixed sooner than that time.

 

You will be entitled to compensation for total loss of service via the automatic compensation scheme, I know that you would rather have your broadband but you will be getting compensation for the inconvenience that this has caused to you. 

 

You can find more information about this here

 

 

Regards

Steven

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COYS61
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Message 12 of 38
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Re: Area 22 no internet connection

Thanks, I have already received a discount from my next bill. And it is causing me huge inconvenience.

My issue is that this is a persistent problem that has been going on for months without a fix in sight. I am now having to buy a separate 4G router and SIM to do what your service can't, and supply me with the internet I pay for.

I need the internet to work from home. Your problems are costing me more than just a bit of inconvenience in not being able to log into facebook.

Come 9 October the problem still won't be fixed.
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Message 13 of 38
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Re: Area 22 no internet connection

Hi COYS61,

 

We appreciate your frustration and we hope to have the services running back at optimum levels as soon as possible. Please keep us posted if there are no changes by the current listed fix time.

 

Many thanks,

 

Louis

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COYS61
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Message 14 of 38
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Re: Area 22 no internet connection

The issue still isn't fixed.

What is the update please

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BrianY
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Message 15 of 38
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Re: Area 22 no internet connection

Quick message coys61, what postcode are you?
Me LS13 (area 22) yes area 22 covers a very large area.
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COYS61
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Message 16 of 38
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Re: Area 22 no internet connection

I'm LS13 4BY.

 

Are you having problems too?

 

ALso Forum Team please check my billing and confirm I'm being compensated for this now.

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Message 17 of 38
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Re: Area 22 no internet connection

Hi COYS61

 

Looks like this is expected to be fix at 23:10 this evening.

 

Apologies for any inconvenience this is causing you

 

Kindest regards,

 

David_Bn

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BrianY
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Message 18 of 38
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Re: Area 22 no internet connection

The word going round Bramley is Virgin are in the process of doing a system upgrade.
I am behind the shopping centre whilst you are near Morrisons, different areas.
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BrianY
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Message 19 of 38
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Re: Area 22 no internet connection

Just to add to my earlier message coys61:
Just hope when the time comes and connection restored you are happy with the result!
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Opc
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Message 20 of 38
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Re: Area 22 no internet connection

I've been having this problem since I signed up with Virgin in June.

After numerous push backs of the fix date, I was told it was fixed on 4/10/19. Then on 7/10/19 I had a text to say it wasn't fixed and would be fixed today. Now I've just had a text to say it's been pushed back to 17/10/19. 

I've been promised money off my bill but haven't had this yet, or even confirmation of what the discount will be. Just an assurance that this would be worked out by a different department. 

 

I asked to make a complaint and was told complaints would phone me within 48 hours, and over a week later I'm still waiting.

 

Absolutely awful service.

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