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Intermittent wifi for over a month

Bluepete987
Joining in

Can anyone suggest a way of getting VM to admit they are falling short of the service they say they can provide. Around a month ago we had a few emails saying our internet would be down for repair work and it hasn’t worked properly since. Contacting them is difficult, getting the right result is also difficult. 

1 ACCEPTED SOLUTION

Accepted Solutions

Kath_F
Forum Team
Forum Team

Hi Bluepete987,

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear about the issues you have been having with your broadband connection. 😔

Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here: 

  • ➡ Fault reference number: F011058077
  • ➡ Estimated fix time: 16 NOV 2023 09:00
  • ➡ Description: You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

There is a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. You can view more information on this, as well as the eligibility criteria here 👉 Automatic Compensation

If there is anything else we can do, let us know. 😊

Thanks,

Kath_F
Forum Team

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See where this Helpful Answer was posted

11 REPLIES 11

jbrennand
Very Insightful Person
Very Insightful Person

See this...

First thing is to check whether “known network faults are continuing in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

If none are reported then, what are your issues and are these only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?

What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Kath_F
Forum Team
Forum Team

Hi Bluepete987,

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear about the issues you have been having with your broadband connection. 😔

Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here: 

  • ➡ Fault reference number: F011058077
  • ➡ Estimated fix time: 16 NOV 2023 09:00
  • ➡ Description: You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

There is a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. You can view more information on this, as well as the eligibility criteria here 👉 Automatic Compensation

If there is anything else we can do, let us know. 😊

Thanks,

Kath_F
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Thank you for your help. My last conversation with VM on 14-11-23 resulted in them telling me it was a fault within my house. I know all cables are secure and there was nothing more I could do. I will wait and see if wifi gets better, so far today it seems better.

BeeBeeBob
Joining in

Hello There!

We live in Woking, and we have had the same issues now since September 2023. 

I have over 25 separate SMS texts allegedly reporting of this intermittent error being repaired, for the same issue to start again a few days later. I have even had an "engineer" come out to check our router, hub and connection and they have allegedly fixed the issue, but we still have dropouts. It's not just the WI-FI either, our apple TV is directly connected to the hub via LAN and its still losing connection. 

After several verbal fights and discussions with VM on the phone, they have refunded me £50. But the issue is still ongoing, and the latest text i received today was that they don't think it will be solved until the 24th. Don't let them fob you off with the automatic compensations scheme, its designed to protect their bottom line and only comes into effect if there has been a constant downtime for more than 48 hours. If the problem is intermittent, every time it comes back online the 48 hour period resets again, you can effectively have the same issue over and over again and they don't have to compensate you for it as long as it comes back again briefly. 

Its a complete s*&t show to be honest, and if they don't get it sorted out, i'm going to cancel my contract. If they try to keep me in contract, ill sue at small claims for the cost of the remainder plus interest. 

They used to be great, now it seems amongst pretty much every other UK company they simply do not give a t&^s. 

 

 

Hi BeeBeeBob

Thank you for your post and welcome to our community.

I am sorry to hear about the service issue you have been having.

I have taken a look at things from our side and can see the outage was fixed today.

How is the service currently please?

Please pop back to us when you can. 

 

Vikki - Forum Team


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WorstISP
Up to speed

Hi Bob, you're observing the same issues as many other people on this forum are experiencing.

You should open up a complaint as early as possible: https://www.virginmedia.com/help/complaints

You can only complain to the ombudsman 8 weeks after you complain to Virgin (Asking on this forum, calling, or using webchat don't count as the complaint, you have to go for their complaint form to start the formal complaint process).

I suggest that you get an A4 notepad, put it beside your Hub, and start recording the times you observe these issues, so you can build up your evidence. Your focus over the next 8 weeks should be on building up your evidence, so make sure you keep a record of all emails, and take notes on everything that is said to you verbally.

Virgin sometimes claim that outages don't break the contract, and that regular outages don't entitle you to leave or get a refund. I cannot comment on your experience, but Section 10 of the Consumer Rights Act 2015 states that goods & services sold must be "fit for purpose", which may be relevant if you face such frequent outages that you cannot use the internet for the normal purposes one would expect.

 

But I reiterate, please start the complaints process early and gather as much evidence as possible. I genuinely believe that you are one of many many customers facing this particular issue right now. Virgin Media should have taken this more seriously, because it appears to be a widespread problem.

WorstISP
Up to speed

Hi Bluepete, see my reply to Bob.

You should start the formal complaints process by filling in the webform: https://www.virginmedia.com/help/complaints

Remember the key elements of a complaint are a description of your grievance, and what you want Virgin Media to do to fix it.

There is legislation in the UK which addresses a concept of goods & services being "fit for purpose", the Consumer Rights Act 2015, read part of it here: https://www.legislation.gov.uk/ukpga/2015/15/section/10/enacted

After 8 weeks of making your complaint, as long as you don't mistakenly tell Virgin the issue is resolved, you are entitled to take the complaint to the ombudsman. This is where you will provide the evidence you will hopefully gather to prove that the service is not as described and/or not fit for purpose.

I have made my complaint focused around getting out of the minimum duration of my contract.

Spoke to soon as within half an hour of last post wifi went down again. Have raised multiple complaints but no difference to service. VM took another months money with no compensation or tech sent. This evening I was offered £10 compensation. After rejecting that I’m told the manager is going to send a tech out. I guess we will see.

Hi Bluepete987 👋 thanks for getting back to us! 

So sorry to hear the issues returned following your last post. This is certainly not the level of service we aim to provide!

We are having some difficulties gathering any data reaching your hub would you be able to confirm that you are not using any 3rd party networking equipment, or running the hub in Modem mode?

Hopefully the appointment helps resolves things for you!🤞 but I will also send you a PM to confirm a few account details so we can offer further support if needed. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞
 

 

Molly