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Gig1 Internet been down for a week now, engineer no show

Dhillon96
Joining in

3 weeks ago

My Internet has been down for a week now which is affecting my work. I've spoken to someone on WhatsApp and they said they're monitoring my connection for 24 hours, but it's been a week and my Internet still isn't working despite multiple hub resets. The engineer didn't show up yesterday for when I booked it. When it does work for a couple minutes, it's very slow, like 5mbps down but then cuts out again. I have been monitoring with thinkbroadband and it shows a lot of red spikes (packet loss). 

Very frustrating that I need to use my 4G data as an alternative because that's limited... 

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5 REPLIES 5

Dhillon96
Joining in

3 weeks ago

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Dhillon96
Joining in
In response to Dhillon96

3 weeks ago

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WorstISP
Superfast

3 weeks ago

Hi Dhillon96, if you want Virgin Media to do anything, your first step should be to open a complaint: https://www.virginmedia.com/help/complaints

 

They will try to convince you to accept a "resolution" (usually £10 credit on your bill or something), and may ring you to ask if they can close the complaint. Refuse all offers and say "no you may not close the complaint" until you see the issue actually getting fixed, and then demand the compensation.

Whatever you do, don't let them close the complaint until you actually see the issue gone and you have a stable connection for a week at least. This messes up their customer-support metrics, which is how things get escalated and given attention.

Hope this helps.

Dhillon96
Joining in
In response to WorstISP

3 weeks ago

Thanks for the response, I will raise a complaint! 

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Ashleigh_C
Forum Team
Forum Team
In response to Dhillon96

2 weeks ago

Hi there @Dhillon96 

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 with your service and that your appointment was not met! I can fully understand how frustrating this must be and I would like to take a closer look into this with you via a private message, we can also get a complaint raised for you via this private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

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