Virgin's facebook said to post my issue here as well. Over the last 5 days I have had regular internet outages in the S14 area of Sheffield. Everytime I have book an engineer to come I get an automated text saying they have identified an issue and the engineer is cancelled. Then the internet goes down again the next day and the process repeats I book an engineer get the automated text and the visit is cancelled this has happened 3 times in the last 5 days now and is getting incredibly frustrating. I work from home and have started to rack up a larger bill on my 4g tether than usual as I have been without net for 3 working days out of those 5 !
As well as trying the “check service,” weblink (at the top of this forum board), there is also a Service Status number - 0800 561 0061 - which usually tells you of more local issues down to postcode level (that might even not yet be listed on the Service Status web page) - that may give you more info. If nothing shows on there call it in as a fault and see what they say about it, and get a fault reference number.
The "compensation "timer" can also be started on the 0800 number.
Then set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the Hub, it will take a few hours to get any kind of trend showing.
Post a link to your BQM on here.
Type 192.168.0.1 into your browser URL bar and press enter. When the page appears DO NOT LOG IN but click ‘Check Router Status’. Copy and paste the contents of each tab onto here, a Guru will be along soon to decipher the info.
Thanks John both the service checker and number provided say there are no issues currently . There were no other options on the number provided to report a fault or start the compensation timer ( have allready asked for compensation to be added when I rang the helpdesk )
have allready asked for compensation to be added when I rang the helpdesk
The offshore clowns will promise anything to get you off the phone, and if any compensation turns up without further effort I'll be amazed. And the automatic compensation scheme won't help either, as it is total crap - Ofcom's senior civil servants should all be sacked for allowing the industry to implement such a lazy, half-baked, customer-unfriendly effort. Because that automatic compensation scheme is based on continuous loss of service and has (from memory) a two day period before it even kicks in you'll almost certainly get nothing under that. I suggest you search and follow Virgin Media's complaints code of practice, WRITE to VM by post, ask for the problem to be fixed and compensation for the poor service (I would claim under the terms of the Consumer Rights Act 2015, that requires services to be provided with "reasonable skill and care", not under your civil law contract with Virgin Media).
If VM don't settle the complaint to your total satisfaction, then contact CISAS, the industry arbitration scheme, but you MUST read and follow the CISAS customer guidance to ensure they can accept the complaint within their terms of reference.