on 17-06-2021 21:09
My internet connection keeps dropping and having ran the online test it appears that I have interference on my line. An engineer visited today and I was told the issue was fixed. However, I am still having the same issue.
Is it possible to book an engineer online? Getting through to Virgin media on the phone is very difficult, I have already had to book a day off work for an engineer visit. Is it not possible they can come at weekends or after 6pm? I have had poor internet service for over a week now, I will be cancelling my contract if this cannot be resolved asap.
on 24-06-2021 14:07
Hi @jamessheffield,
I'm really sorry to hear your broadband issues are persisting. Do you have the link to your current BQM status as I'm unable to view via the previous links.
I've carried out some checks from our end there does not appear to be any issues flagged which is making it hard to diagnose the issue - I'm sorry that this is not the case in reality.
Just so we can understand a little better what's going on please could you confirm:
Let us know, and as per our Automatic Compensation Scheme, we do compensate for total loss following 48hrs.
Kind regards,
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on 24-06-2021 14:22
Here is the link to my BQM:
Yes, as it's the internet connection and not a wireless issue all devices are affected.
Yes, all devices both wired and wireless are affected.
I will have to let you know about the colour of the lights the next time I'm trying to use it. At the moment I'm having to use my phones connection.
Thanks for your reply.
on 24-06-2021 15:50
Hi @jamessheffield,
Thanks for confirming all that and providing the BQM.
I know you have rebooted your hub multiple times - have you carried out a Pin-Hole Reset at all? I'm couldn't be 100% sure from the previous messages.
If not, I'd recommend so and then we can check for any changes following this on the BQM.
Kind regards,
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on 27-06-2021 15:56
Yes I have done a pinhole reset. Nothing has changed, I am still getting frequent droputs making my connection unusable. Is it possible someone from the UK can contact me via phone to discuss the matter please?
on 27-06-2021 16:26
Hi jamessheffield
Thanks for coming back to us. We're not able to arrange or make calls from here as we're an online team. If you do wish to speak to the team over the phone, you'll need to call us on 150 // 0345 454 1111.
I've ran some further checks here and no faults are showing. I've contacted your local field manager for their thoughts as I don't want to waste anyone's time by sending a tech out needlessly. I'll be in touch as soon as I know further information.
Best,
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on 27-06-2021 22:18
I have tried calling that number but it's useless talking to them.
Here is todays BQM snapshot where you can see the dropouts:
on 28-06-2021 11:42
Thank you for that information.
My colleague has contacted the field manager and is still awaiting an update.
^Martin
on 29-06-2021 20:06
Hi,
Do you have any updates? I am still experiencing the same issues.
on 29-06-2021 20:24
Hi @jamesheffield
Sorry to hear you are still experiencing the same issues, I understand how frustrating this must be for you.
Unfortunately we are still awaiting an update from the Area Field Manager, we will post any information as soon as we have it.
Best wishes,
Serena
on 05-07-2021 20:28
My connection is still dropping every day at around 8am and 8pm. Is this going to get fixed?