
Hello please can you help me with this query. If you can't then please pass onto management as this has been unresolved for months now. Our broadband speeds have been underperforming for months since original lockdown. Many engineers have been sent out but they seem to never fix the core issue. Most recently I was put On hold for 1 hour to be transferred to a “technical specialist” who was incapable of helping in any way. He provided a service status phone number which told me nothing. I called again to be told the service maintenance will be completed by the 26th...of February. It’s really not good enough Considering the last maintenance update was only completed mid December and we’re already having latency and Speed issues again. We received an email Received 21 Dec:
"Hello Ann,
We wanted to let you know that we’ve just finished upgrading our fibre network in your area.
This means our broadband is now more consistent and reliable, as well as powered by more energy-efficient technology.
We’ll also be keeping an eye on the connection between your Hub and our network, to help make sure you’re getting the broadband speeds you pay for.
Enjoy,
The Virgin Media team"
Not a couple weeks on and the error message appears:
"There's a network issue that may be affecting your service.
The issue is caused by interference on the cabling coming into your home
This will cause intermittent speeds and performance may vary"
We pay for 200mb/s but never actually get this service as it's either underperforming or just having technical issues. Therefore we are paying for something which we are not receiving and are being misled and mis-sold.
We were promised last time by a manager of your UK call centre, that if the issue came back (which it has) you would organise a wireless router delivery which won’t involve the Fibre wires that keep failing in the area. Can you help with this for me? It is unacceptable to wait again for weeks for a fix which is unlikely to last.
Virgin Twitter have told me to post the results here and ask for help. Please don’t pass me on again I need something to be done!