on 15-02-2023 19:27
our bill is going up £20 a month yet we have to reboot the Router twice a day just to get weak Internet in the house. both the TV boxes are continually buffering..every time I phone you you fix it for about 20 mins, have complained was told it might be an outage…an outage will maybe cause it once or twice..this is ongoing and has been for 2 yrs(minimum) and your whole fault reporting system is horrendous/impossible to the point you have to lie to get past the automated messages and speak to a human being, half the time I’ve given up and just lived with our atrocious service
been with these from days of Telewest and NTL, never any issues then..it seems a technology has advanced.. Virgin has just concentrated on upping the bills and filed customer service in the ‘ignore’ cupboard
im seeing full house packages for new customers at half the new price we will be paying .. we don’t even have the full house .. lovely gesture for loyal customers 👍💩
on 16-02-2023 01:56
on 16-02-2023 10:29
Hello mate… I’ve tried the check area status link and it says no issues in our area
have also called the number you gave me and same reply
on 16-02-2023 10:38
It’s not a one off mate.. it’s ongoing
we do a speed check and it says we have decent speed
last time we reported it(and got through to a human being) they asked us to tell them what was in use at the maximum time everybody was home(3or 4 phones, 1 tablet and intermittently a laptop) when I answered they said our broadband should easily cover that usage .. but even when there is 1 or 2 in the house using their phones the WiFi plays up and more recently if you use the ‘apps’ on the tv service especially iplayer, itv x, more 4, c5 they are constantly buffering
not sure if it makes any difference or makes it worse but both of our tv boxes are wired in
on 16-02-2023 14:34
on 16-02-2023 15:35
There are no apparent network issues according to the link or the phone number you suggested mate
Not sure what you mean by connected by Ethernet cables I think there is a cable that runs from the router to the tv box downstairs
both tv boxes have brown cables like the old tv aerial wired in
on 17-02-2023 15:19
on 19-02-2023 16:09
Hi there @dPom
Thank you so much for your post and welcome to the team, it's great to hear from you.
I'm so sorry to hear that you are facing issues with your services, I have tried to look into things on our side but I have been unable to locate your account.
I'm going to pop you a PM so we can grab some information and I can take a look. I will pop you a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.
on 02-03-2023 12:15
Hi there @dPom
Thank you for connecting with me via a PM and we have now been able to take a look.
I can see that you currently have an appointment with an engineer booked, are you able to let us know how things are looking after the visit?
on 02-03-2023 14:36
Hi Ash(obviously it`s not your fault and I`m not directing this at you)
the engineer was booked automatically by Virgin via the `make a complaint` service because the usual "you have a loose connection" and "switch off and unplug" remedies failed we are currently 6 hours into a 30 hour stretch with zero Broadband/wifi & television !!!!
thankfully we have still got use of the telephone (which we only use to phone virgin to complain !!!)
All good though because its going up £30 soon.... which obviously is me funding your new customers as i will be paying double what they are paying for the same package