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*** BROKEN ROUTER - URGENT - 75 YR OLD PARENTS IN DESPAIR ***

Hi there,

I've been trying for 3 days to get in touch with VIRGIN about a fried router.

Internet at my parents house went down on Thursday and there is no power to the router and a burning smell coming from it. I've told my dad to unplug it and leave it.

Both my parents are 75 and haven't left the house for over 3 weeks. They are reliant on internet for grocery shopping orders and keeping in touch with the rest of the family. I do not want them leaving the house now to put themselves at risk.

I urgently need VIRGIN to just send them a new router. I can talk my father through connecting it.

No engineer required. 

Getting anyone at VIRGIN MEDIA is impossible by phone which I find absolutely unacceptable! I work for a Power company and there is no way we would get away with not being able to handle fault reporting at this time regardless of Coronavirus.

Can somebody please please assist here.

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Re: *** BROKEN ROUTER - URGENT - 75 YR OLD PARENTS IN DESPAIR ***

Hi TB7,

Try giving VM a call today there is no call queue and you should get through straight away. Ask for a replacement hub swap and it should be with them by Tuesday.

Hope this helps

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Re: *** BROKEN ROUTER - URGENT - 75 YR OLD PARENTS IN DESPAIR ***

HI

Their call centres are closed. There's no way to get through no matter which of the myriad of options you choose.

I've wasted several hours trying to get an answer both via phone and online.

Looks like I'm going to have to contact the regulator to raise an official compliant because it's just not on.

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Re: *** BROKEN ROUTER - URGENT - 75 YR OLD PARENTS IN DESPAIR ***

probably no call queue because the call routing is switched OFF
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Hero
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Re: *** BROKEN ROUTER - URGENT - 75 YR OLD PARENTS IN DESPAIR ***

A couple of suggestions:

1. Call at 8am when hopefully it will be easier to get through.

2. Send a text message to 07533051809 giving account number, name and explanation of problem.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
My Broadband Ping - Roger's VM Broadband Connection
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Re: *** BROKEN ROUTER - URGENT - 75 YR OLD PARENTS IN DESPAIR ***

As above - call in the morning is the best bet 


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I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences.
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Re: *** BROKEN ROUTER - URGENT - 75 YR OLD PARENTS IN DESPAIR ***

Sorry to hear of the issues that you're parents are having TB7.

 

Are you able to pass data protection and account security on their behalf ? If so I can get this looked into for them over a private message. Please let me know and we can get started.

 

Regards

Steven_L

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