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Constant Intermittent Internet - 12 months/6 Engineer Visits

Jacko451
Joining in

Good morning, 

In the shortest way possible, I've had intermittent Wi-Fi for 12 months now, were talking 20/30/40 dropouts per day. We had 170 drop outs last week. I've spent hours and hours on the phone to Virgin, they've sent out 6 engineers, given me 3 new hubs, replaced all hardware numerous times. There is clearly a large issue with the external cable, but they refuse to accept this. 

We both work from home and have had to use my Mobile hotspot for months, it's causing me so much stress and anxiety, I have nowhere else to turn to get this resolved. I've never experienced customer service quite so appalling. 

Look at these graphs from just the last few days, Virgin think this is acceptable and not an issue...

Screenshot 2024-06-18 at 08.28.39.pngScreenshot 2024-06-18 at 08.28.45.pngScreenshot 2024-06-18 at 08.28.52.pngScreenshot 2024-06-18 at 08.28.56.png

1 REPLY 1

Carley_S
Forum Team
Forum Team

Hi @Jacko451 

Welcome to the community forums 

Sorry to hear that you're having issues with your services at this time. 

Those BQM's look very poor. We've not been able to see you within our systems to make some checks at our side. 

Can you advise when was your last engineer and what did they advise please?

Here to help 🙂
Virgin Media Forums Agent
Carley