No broadband since 25th Sept 😡

[St_H]

I pay for 350mb a month but my broadband has been off since 25th Sept & all i keep getting are stupid text messages from Virgin telling me engineer on way/on site/on way/on site, on & on & on. I've called them several times but when i actually do get through i get the usual 'we're sending signals to your router we can see there's a problem'. They say it's because a junction box in the street has been damaged, then they say they're keeping an eye on my service as they can see i've got some issues!! They now say they expect to have it fixed by 6/10/23 @ 8pm & the engineers on his way AGAIN, where's he coming from for gods sake 😡.

This neans no tv since then either as all smart tv's & my mobile data isn't enough to cover them, no internet use, my flat is like a dead zone but Virgin do absolutely nothing. Just tried to get online & my speed is 14mb & won't even connect to anything. Can someone, ANYONE from Virgin tell me what the hell is going on & when i might actually get anything like the service i pay for because 12 days (Virgins estimate) without any internet is an absolute joke.

[goslow]

You should keep a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

[Paul_DN]

Hi St_H,

Thank you for reaching out to us in our community and welcome, really sorry t hear you are effected by an area fault and have been since 25th September, I was able to locate you on our System and can see there is an SNR Fault in your area ( Signal to Noise Ratio) this is a damaged or exposed cable causing noise on the Network, 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.

This fault doesn't usual mean a total loss of service, the current estimated fix time is today at  20:00, once this has been resolved if you have had a total loss of service for over 48 hours then our Auto Compensation will be added.

Regards

Paul..

[St_H]

Hi, i still don't have internet, it's not intermittent, as i said before it's just not there, my VM network no. doesn't even show up as a newtwork. It keeps saying my router is out of range, it's not. I have spoken to Virgin many times & they are still telling me same info, engineer on way/on site, found fault, working on it, be fixed by 8pm...then atc7.40pm get text saying exactly same thing but be fixed by 8pm tomorrow. Nextcday same thing happens, groundhog day. Day 14....

[Ashleigh_C]

Hi there @St_H 

Thank you for popping back to us and I am so sorry that this has happened. I can see that there is an outage with an estimated fix currently shown as October 13th at 12pm. I am so sorry that this has been on going and I can fully understand your frustrations. Please be aware you can view our automatic compensation scheme for total loss of service which will be assessed and added after the outage is repaired and service restored here.