Broadband intermittent

[awr1946]

All afternoon our broadband has been up and down.  Tried to check problem on VM, went through process, turning hub off and on etc. VM then did an online check and we were advised there is still a problem but come back in 23 hours if still not resolved and they’ll arrange for an engineer to come out.  How long will that take, we depend on our internet for various reasons and our landline is connected via the hub.

This is totally unacceptable 

[goslow]

The automated service status number 0800 561 0061 may offer more localised updates about any faults in your area.

VM routinely cancels technician visits if a general fault is present in the area.

If you experience a 'total loss of service' you may be eligible for compensation.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

Keep a detailed record of the problems as you go along.

[Chris_W1]

Hi awr1946, thanks for the message and welcome to the forums. 

I am sorry to hear that you are having issues and when looking into this I cannot see anything which is affecting you. 

Can you confirm if there is still an issue for you and run a test here

Kind regards, Chris. 

[awr1946]

Hi Chris,

It’s working ok now thanks. My contract is is due for renewal next month, in the meantime I’ll look at other providers 

[Gareth_L]

Hello awr1946,

Please keep us posted on what you decide to do.

We would hate to see you leave.

Gareth_L

[awr1946]

Hi Gareth,

I’ve been with VM since the 90s I think, apart from the issues we’ve had taking into account finances these days I will look around elsewhere.

At the moment I’m paying £51/month on a deal when we moved here, which goes up by £38/month from 11th November which is a lot of money to us on pensions, so that’s where I’m coming from.

[Sabrina_B]

Hi @awr1946 👋.

Thanks for the update, by all means you can shop around, do not forget that you can also have a conversation with the retentions team or with us in a private message to see if we can arrange and offer that is suited to you or potentially see what can be done with the pricing against other providers. 

Sabrina

[awr1946]

Hi Sabrina_B,

Thanks for your reply, two things -

1. Can you give me the number for your retentions team

2.  Please private message me regarding offers and comparisons - also if I went this route of offers from VM how would I arrange this?

[Kain_W]

Thanks for the response there awr1946,

For future reference the retentions team can be contacted on 0345 454 1111/150 if calling from a VM landline. 

However to run a further investigation on this I've dropped you a PM to discuss further.

The message will appear within the envelope icon.

Regards,