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Willo1231
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Complaint

Twitter referred me here.

They said someone would sort out my complaint. No one at Virgin is interested.

My complaint ref is C-0607212117.

My wifi has been horrendous since March 2019!!!!

Please address my complaint.

 

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japitts
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Re: Complaint

When you say your WiFi is horrendous, can you provide some more details? Virgin supply a broadband connection and a free router - so WiFi issues are outside their direct control, and any testing should always be done over an Ethernet wired connection.

When you say "no one at Virgin is interested", I presume that relates to your not being satisfied with the outcome of your complaint, but can you explain a bit more? If you have a complaint ongoing & unresolved after 8weeks, or deadlocked before then, you can escalate to industry-arbitration CISAS.

Having said that, the forum team can often resolve issues quicker than going down that road - if they have some details to go on.

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Andrew-G
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Re: Complaint

CISAS rules are that customers must escalate the case to CISAS within twelve months of the company admitting that it can't or won't resolve a complaint to the customer's satisfaction.  Whilst the application of that rule is slightly flexible, and without a formal statement of deadlock it might be argued the 12 month clock never even starts ticking, but even so, @Willo1231 might want to contact CISAS quickly to check if they can escalate the original complaint.

Assuming the staff don't leap in and sort out a resolution.  

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Willo1231
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Re: Complaint

Thanks for the reply.

Wifi began dropping in and out in March 2019. Recently become unusable.

Engineer came out about 6 weeks ago and diagnosed a cable fault in the street.

3 further engineers have been out, but the the cable has still not been replaced. They just turn up at random with no communication from Virgin. 

I complained officially and all they did was reply by email saying 'referred to self care'. They did not address any points I raised in my complaint.

Since then, still no communication back from Virgin.

Its getting beyond silly now.

Cheers.

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japitts
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Re: Complaint

Is it your WiFi that's dropping out? That's a router issue if so.

Or your broadband? Do you have a BQM running? Free, runs 24/7 and monitors your connection to provide excellent diagnosis of line issues.

Other posts have already covered the complaints process.

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Zoie_P
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Re: Complaint

Hi Willo1231, 

Thanks for your post and welcome to our community, 

I have located your account and can see there are some stability issues and your power levels need looking at too and requires a tech visit, I can get this booked in for you and will pop you over a PM asking for some details

Zoie

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