Broadband disconected

[Ray54]

Moving house  8 sep asked for service to be moved next day my broad band is disconnected for 3 days now , have spoke with help several times but i get a different story each time. To the point i want to be connected untill i move. And will i be credited for my loss of service.    Ray

[Ray54]

modem has been in an update progress all day 

[Ray54]

Broad band router stuck in update mode no internet 1 day now 

[Ray54]

I have had no broadband for two days cant get any help or speak with any one at virgin in relation to this help

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page http://www.virginmedia.com/servicechecker although this only covers large outages.

VM will not dispatch any technicians while an area fault exists.

If no faults found:

Call Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[jbrennand]

Can you check for any “known network faults”

1) Try the “check service,”Area status webpage" (link at top right of this forum) - or -

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 down to street cab/ postcode level.

If nothing shows on there, try calling it in as a fault (free on 150 VM line - or 0345 454 1111 others - national rate) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number.

Or, a VM person should pick this thread up and be able to help but it can take a few days.

[Ray54]

Asked to have broadband to new house on the 8 sep.    i now have been disconnected now for 3 days tried contacting help line, yes i get talking to someone but get a different story each time, ok i have no service did not ask to be disconnected, i want connected  and will i get a credit for the time i am disconnected.    Ray 

[Ray54]

Could some nice person from virgin please contact to arrange reconnection of my service please. Ray

[newapollo]

Hi @Ray54 

I've merged all of your posts into one thread to make it easier for Forum Staff to see what's going on.

It looks like the move home team may have disconnected the services at your current property  immediately, rather than on the date of your move (8th September)

This can usually restored by second or third level support but it generally takes around 72 hours to process.

[Ray54]

Ok being put all over the have had 3 promises if reconnection still no joy, l think i am being very reasonable i think this constitutes breach of contract mabe time to  say bye bye virgin customer support stinks