Connection dropping and slow for 2 weeks now

[Natalia4]

Hello, there was network issue two weeks ago and since then my internet is very slow and dropping off all the time! I can’t find any other way to connect with VM to address the issue. It’s been 2 weeks now with these ongoing issues! This is the status I am getting totally contradicting each other:

 

 

[Client62]

VM Customer Support are on 150 or 0345 454 1111 from a non-VM phone

[Ashleigh_C]

Hi there @Natalia4 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue and thank you again for posting. Can I ask how things have been looking since your last post? 

[Natalia4]

Thank you for checking. The same issue is back this morning again unfortunately..

[Natalia4]

Hello VM team 

unfortunately connection is dropping over and over again!! I can barely work from home now, it’s a disaster!! It’s been for so long now, can someone fix it please 

[Kath_F]

Hi Natalia4,

Thanks for coming back to us in the community and we're sorry to hear that the issues you have been having with your broadband connection are continuing. 😔

Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here: 

• ➡ Fault reference number: F011124872
• ➡ Estimated fix time: 03 JAN 2024 10:05
• ➡ Description: Status report  ||  You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

There is a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. You can view more information on this, as well as the eligibility criteria here 👉 Automatic Compensation

I can see that after speaking with the team today, they have booked you an engineer. As there is a fault in the area, it's likely this visit will be cancelled. If this happens, you will receive a text message advising of this.

If there is anything else we can do, let us know. 😊

Thanks,