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Zak_M
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Message 11 of 17
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Re: Is Virgin Media the problem for my constant network drops

Good afternoon @aredwards

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your broadband. 

 

The BQM really doesn't look good at all, did you manage to arrange an engineer visit over the weekend?  If not we can get this booked from here. 

 

Kind regards,

Zak_M

 

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aredwards
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Message 12 of 17
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Re: Is Virgin Media the problem for my constant network drops

Hi Zak,

It would be great if you could book an engineer, still having issues.

I had an engineer 15th April, but didn't be didn't fix it, if anything it got worse.

Regards

Alistair

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Zak_M
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Message 13 of 17
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Re: Is Virgin Media the problem for my constant network drops

No problem at all @aredwards

 

That has been booked for you, you are able to find the time and date of the appointment via your online account. 

 

Kind regards,

Zak_M

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aredwards
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Message 14 of 17
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Re: Is Virgin Media the problem for my constant network drops

Thanks, currently not showing, but says can take 24hrs to show.

aredwards_0-1619445324054.png

 

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Kath_F
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Message 15 of 17
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Re: Is Virgin Media the problem for my constant network drops

Hi aredwards, 

 

That's right. It can take 24 hours to update. It doesn't normally take that long though. Check back tomorrow and if it's still not showing anything, let us know and we can go through data protection with you to give you the details 🙂 

 

Thanks,

Kath_F
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aredwards
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Message 16 of 17
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Re: Is Virgin Media the problem for my constant network drops

Hi,

Engineer came yesterday, and turned out they needed to do something with the cabinet up the road. The impact is night and day, now all fixed - Thank you. What happens now in terms of compensation, as I've been paying for an awful service for months despite lodging complaints, which had resulted in me having to use my personal mobile hotspot as I was unable to work from home using the connection. Will you guys sort this, or do I need to go via Ofcom?

Regards

Alistair

 

Hayley_S
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Message 17 of 17
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Re: Is Virgin Media the problem for my constant network drops

Hello @aredwards,

 

Thank you for this update, I am glad that it is working for you now.

 

In terms of compensation please check out our auto compensation scheme.

 

Let me know how it goes on this webpage.

 

As for your complaint on your account we can not discuss this on a public post, I will send you a private message so I can investigate this further.

 

Look forward to hearing back from you. 

Hayley
Forum Team



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