Losing my mind with virgin broadband!!!

[Louisenicole91]

Our broadband went down on the morning of Monday 16th January. We assumed it was a faulty cable so booked a technician who arrived on Thursday. He replaced the cable but confirmed this wasn’t the issue and arranged for another technician to arrive that same afternoon. He also could not fix the issue so arranged for a third set of technicians to arrive this morning at 10am. The 2 lads kindly replaced the long cable connecting us to the fibre optic cabinet down the road (my terminology and knowledge of this isn’t great, sorry) but they told me there is absolutely no signal and they were puzzled as to how we ever had internet in the first place.. we’ve had the broadband installed since last summer when we moved in with no issues until now. I told them on Monday morning we were aware of some roadworks/newbuild house work going on in neighbourhood so maybe they’ve disrupted something? The technicians just looked at each other and said they can’t fix this and they’ll have to get the “network guys” round and this should happen “pretty quickly” but no time frame was given, apparently I will just be contacted with further info… I have called virgin broadband customer services 5 times today for around 20 minutes each time only to be passed around departments and hung up on 3 times, I’m furious. I’ve made a complaint, posted on Reddit and even tweeted their social media and no one seems to know what’s going on?! I work from home and this is absolute madness, it’s going on day 6 now with no internet and no solution in site. Please can someone help me?! I feel like I’m going mad.. 

[jbrennand]

A VM person should respond soon.

In the meantime have you checked for any “known network faults" - Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum) use your phone as a hotspot if connection is down

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 down to street cab/ postcode level.

[Louisenicole91]

Hi John, thanks for the suggestions. I’ve checked area status and it just says there’s no issues. I’ve been hotspotting all week but in running out of data after 6 days 😞 I called customer services again this morning and they said a technician will be round today, then changed their mind and said 24-48 hours… it’s Sunday tomorrow. They’re lying to me and I’m just so fed up now. 

[-tony- · Accepted solution]

it all might get mended quickly but then again it could drag on for weeks - months - believe nothing the phone people tell you - to put it bluntly they have not a clue other than whats on the screen which will be it will be sorted tomorrow - add another day and thats tomorrow - etc etc

so in the short term you need to look at other solutions - a £20 - 30 day deal for a 4gsim from smarty if you has a spare phone or a £25 - 5g router from 3 on a 30 day contract if you have 5g - i left VM and use that - i get 400 down 50 up but its BB only

you are into compensation at £8 odd a day so any oncost will be covered - you lose the 1st 2 days - but VM will still bill you for the NON service

keep records of when it went off any missed visits so you can get the compensation you are owed - VM are likely to try and pay less - come back here if they do and you will get help on getting what you are owed

[Louisenicole91]

Thanks Tony. It’s looking that way. Called them again 3 times today and they’re all telling me different things. I’m looking into cancelling and switching internet providers. Never in my life have I dealt with such embarrassing service. I worked in a call centre for 3 years and would have gotten fired for the type of behaviour their “advisors” have shown over the phone to me. 

[-tony-]

if you are out of contract then you can cancel at no cost but dont - let it ride - take the £8 a day and then cancel - look for someone else and its a plus plus for you

if you are in contract cancelling could get expensive with early disconnection fees and whats happening is not enough to get round them

the CS on the phone is dire as you have found out - its not much better on here - you wont get lied to but staff can do little but apologies which is totally pointless

[Chris_W1]

Hi Louisenicole91, thanks for the message and welcome to the forums. 

I am sorry to hear about the connection issues and this is not the experience which we want you to have with us. 

I will send you a private message so that this can be looked into further. 

Please look out for the purple envelope. 

Kind regards, Chris.