on 28-06-2021 10:00
Morning all,
I've installed my new Virgin line about a month ago and besides the initial couple of weeks it's been getting worse and worse and I'm now at a point where the downtime is 60/70% compared to when the line is actually up and running. Drops last for hours and nothing changes really when everything is unplugged and rebooted. I called for an engineer last week, he removed an old splitter/attenuator that was in place and checked everything was fine, after 2 hours of the visit the connection dropped again.
I called this morning to get another engineer sent out and been told the next available would be next week Monday! Is this even acceptable? How do I go to open an official complaint?
Thank you
on 28-06-2021 10:04
on 28-06-2021 10:13
Thanks for the quick reply! I've already setup a Monitor last week as I could see this coming unfortunately.
Here's the link:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/2701509579cef6e1ade9c66979cf112ddcbf6df7
I'll grab the Hub logs in a second.
Cheers
on 28-06-2021 10:21
on 28-06-2021 11:26
on 28-06-2021 11:58
on 28-06-2021 12:30
on 28-06-2021 14:21
Thanks , appreciate the help! I only just joined Virgin and already regretting it , how am I supposed to work with a line that's completely down and the best I get from the support Team is an engineer booked to come in a week time? Is there any way to officially escalate an issue or open a formal complaint? Cheers
on 30-06-2021 10:50
Hello @volpator.
Welcome to the community page, thank you for posting on here.
I have located your account using your forums details and I checked to see if we could move the date forward but we do not have any availability.
I am sorry for the inconvenience caused with this.
Many thanks,
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on 30-06-2021 11:25
If you mean next week Monday then that's only 3 working days so pretty good for a residential connection, only business grade connections would have a faster service level agreement.