Constant disconnection

[MuteMedic]

So for the past 2 or more months I’ve lost track because it feels much longer my internet has been cutting in and out every 1-3 minuets my internet will just drop for like 30 seconds and then when it returns it’s like 6mbps. I’ve tried running the tests which varies from saying that there isn’t an issue but to check back on 24 hours to book a technician but I never can because it never changes off of 24 hours. A few weeks ago I had a technician come around to try to look at this issue and he completely changed my hub 3 and checked the connections of the wires and this has done nothing to help and after putting in 2 complainants that have just failed to post even after receiving a confirmation email. I think this issue is something to do with the telecoms cab outside but I can’t get any help to get a technician to find out and now I’ve been without usable internet connection for months. 

[Andrew-G]

As soon as the oldest complaint is eight weeks old, you can escalate the matter to CISAS, seeking that VM be required to fix the fault, and pay compensation for the poor connection and any history of failure to fix after you've called customer services.  As this has been going on for some while you'd also be within your rights to demand that you are released from contract without penalty, but that obviously depends on whether you can get an acceptable service from a different ISP.

If you would be prepared to leave, but the oldest complaint it is not yet near eight weeks, then raise a further complaint, referencing the other two, and in it state that neither complaint has been resolved, the fault remains and makes the service unuseable, and that this is a breach of Section 50 of the Consumer Rights Act 2015, which requires any service to be provided with reasonable care and skill.  State that you are now making "time of the essence", and that you require the fault to be fully rectified within ten working days of the expected receipt of the letter/email, failing which you will treat the contract as ended through VM's failure to perform, that in this instance you still require compensation for the poor connection for the past N weeks, and separately for the poor complaint handling, and if necessary you will seek a CISAS adjudication to enforce your rights on this matter.  This might provoke action, it might not, but it would be useful in subsequently enforcing your rights if VM continue to piffle around doing nothing.

[Alex_RM]

Hi MuteMedic,

Thanks for posting and sorry to hear you're been having some connection issues.

I've had a look at things from our side and can see you've been able to get in touch regarding this.

If you do still need help with anything please let us know.

Alex_Rm

[MuteMedic]

I have been in touch and had a the technician come today he said that the issue was with the splitter and he has messed with it and said he had checked the box outside and all this worked for about an hour and now it’s started again but to an even worse degree. It’s becoming beyond frustrating that virgin are more than happy to take my money and fail to provide the bare minimum they “guarantee”.

[Ayisha_B]

Hi 👋 @MuteMedic,

I'm so sorry things haven't improved following the tech's visit Thursday. 

Taking a look at the systems just now, Sam Knows is reporting multiple disconnections since. Appreciate that must be extremely frustrating.

I'm going to message the Area Field Manager for some advice on this one as you've recently had a visit so they'll check if anything's amiss or if another visit with a principle tech should be booked. 

Will keep you updated. 

[MuteMedic]

Is been 5 days and I’m still having issues you said you’d keep me updated but I haven’t heard anything since 

[Tom_W1]

Hi @MuteMedic, thanks for your post and I'm sorry we haven't updated you further.

I've messaged Ayisha now to see if she can chase this for you. As soon as there's an update, she'll be in touch directly.

Many thanks

[Ayisha_B]

Thanks so much for your patience on this on @MuteMedic, we really appreciate it!

I have had a response from the Area Field Manager who has advised of a possible network issue and to arrange another service visit for you. 

I'll pop you a PM now to confirm some details and get this booked. 

Hope to hear from you soon 😊

[Ayisha_B]

Thanks for confirming the requested details via PM @MuteMedic,
I've booked a technician for you to come out and have a look into the issue with your broadband. You can find confirmation of the visit via your online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!

[MuteMedic]

I've still been having the issues and I know the technician is arriving on Friday but i have been doing some speed tests and seen that I've been getting packet loss issues of up to 30% and I don't know if that be something that could looked into by virgin as considering the past 2 technicians haven't identified or tested for it may not be an issue on my end.