Broadband crashing

[Harry5555]

My broadband connection keeps crashing, I have made two appointments for engineers to come to my house to sort the problem out and both times the engineer has not shown up. When you phone them to complain they say that they have made another appointment whether they have I don’t know plus ther spoken English is very difficult to understand,which doesn’t make it any easier when you have a problem with the broadband. I was wondering if there is another phone number I can call to solve this problem.

[jbrennand]

See this..

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Also......are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

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Check first for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.    Call it in if nothing is reported

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There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.

Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0780 3089 684 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

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Re failed Tech visits see these...

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...