26-08-2022 10:06 - edited 26-08-2022 10:29
Lost Internet yesterday afternoon. Hub went green and kept flashing 2 green arrows. Turned it off, gave it a rest, turned it back on. Nothing. Finally rang Virgin at about 19:28 and reported it. Agent got us to unplug it, then plug it back it. Did that, nothing changed. Unplug all cables except power and Virgin cable. Did that. Went through security. Agent said 2nd team would monitor it. Then hubby got text to say engineer would be out between 8am and midday on 1st September. This is a joke.....yes? No Internet for a week....how can we run a business with no Internet for a week? Please tell me what to do....apart from twiddle my thumbs. Compensation surely is due? Had to post this using my phone's Internet....H apparently.
Answered! Go to Answer
on 26-08-2022 15:42
on 26-08-2022 11:33
Amazingly the broadband is back online.
But waiting to see if it continues to stay connected before cancelling engineer.
on 26-08-2022 14:14
"how can we run a business with no Internet for a week?"
You have a residential VM contract, if you want an SLA for fix times you need the have a VM business plan.
on 26-08-2022 15:21
Thanks for that, Tudor.
I work from home so it could be considered business or residential in my view.
I'll be sure to take it up with VM if it happens again.
on 26-08-2022 15:42
26-08-2022 17:37 - edited 26-08-2022 17:42
So at 17:15 today broadband went down just like yesterday.
Hub light flashing green, flashing green arrows and no broadband.
This is ridiculous.
17:39 hub light solid green, arrows flashing green.
Have tried to run test through status checker but "Can't test your equipment" is all I get. Phone Internet isn't able to stay connected. Hence why we have broadband.
on 26-08-2022 18:12
on 26-08-2022 18:52
I have done the 0800 number....no issues in my area.
Rang 150. Agent checked his end but could do nothing. Earliest appointment for engineer is 1st September between 8am and midday.
Asked about compensation and he has raised the document. If there are any cancellations, they'll be in touch.
Ah well back to twiddling my thumbs again.
on 27-08-2022 12:36
on 29-08-2022 15:50
Hi mousey57, thanks for the message.
I am sorry to hear that you are having issues with the connection and this is not the experience which we want you to have with us.
Please let us know how it goes with the engineer visit and hopefully they are able to get this resolved for you.
Kind regards
Chris