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No Internet for over 2 Months..!

Mark273
Tuning in

Hi.  I'm posting this on behalf of my In-Laws.  They are heavily dependent on internet access from home but have been without a service for over 2 months.  They have been told there is a fault with the 'external connection' but little else and, despite numerous engineer visits (both attended & no-shows), there is no progress or indication as to when it is likely to be resolved.  I've included further details below - and grateful to anyone for advice on how to get this dealt with properly.

3rd Sep:  Internet access stopped working and reported it to the Virgin Media fault line. 

6th Sep: Engineer visited and said new cable required - but he was unable to do this. 

~8th Sep: Someone from Virgin Media got in touch and provided 29th Sep as the 'fixing' date.  They rang to see if there was an earlier appointment.  Virgin Media said they couldn't guarantee it but would try, but to hold 29th Sep date in the meantime. 

Week before 29th Sep:  An engineer came and said it required external work that he couldn't do, and to wait for 29th Sep. 

29th Sep:  No show.  Rang to rearrange and provided a date of 10th Oct. 

10th Oct:  No show. Rang to rearrange and provided a date of 23rd Oct. 

23rd Oct:  Engineer came. Said he couldn't do anything as it was 'external'.  Gave them his direct virgin media email address on a card - however the email address bounces and says doesn't exist.  Got in touch with Virgin Media again and went through the same automated loop and provided a date of 31st Oct for an engineer. 

31st Oct: No show. 

1st Nov:  Went on Live chat and waited for over an hour for an initial response then told to go to the same fault line as previously, suggesting 'give it all another go'!  Informed that if not sorted they could cancel without cancellation fee.  And that they would email the transcript of the call for reference - but didn't get an email. 

7th Nov:  Apparently an Engineer came, measured 'something' and went without any discussion.  No one saw this happening despite being in.  Got back in touch with Virgin Media and have been given another date of 22nd November

My in-laws have spent hours trying to get this resolved and ensuring they were present when requested.  They have little faith in booking another engineer through the fault line so are at a loss as to what to do.  As stated, its been over 2 months of no service with no solution in sight and no talk of compensation despite continuing to pay for the service.

So any help / guidance in this matter would be greatly appreciated.

Thanks, Mark

1 ACCEPTED SOLUTION

Accepted Solutions

Cardiffman282
Super solver

An impressive timeline. 

It is important to start the official complaints procedure and escalate to ADR as required. 

Ensure every penny of automatic compensation is paid including for missed appointments. VM often look to evade this. 

 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

See where this Helpful Answer was posted

3 REPLIES 3

Cardiffman282
Super solver

An impressive timeline. 

It is important to start the official complaints procedure and escalate to ADR as required. 

Ensure every penny of automatic compensation is paid including for missed appointments. VM often look to evade this. 

 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

jbrennand
Very Insightful Person
Very Insightful Person

RE compensation - see these

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...
---------------

Do they have any alternatives available as they will be able to cancel their VM contract with 30 days notice and exit without any penalty charge.  Or get the alternative and continue accumulating monies from VM.


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John
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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.

John_GS
Forum Team
Forum Team

Hi @Mark273 

Thanks for posting and welcome back to the community.

Very sorry to hear of the broadband issue.

I'll send you a PM now to assist further.

John_GS
Forum Team


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