No connection for weeks

[rebeccadancey]

We had intermittent internet for a couple of months and now no functioning internet for 3 weeks - repeatedly been told dates/times in the future or ‘fixed’ status but no difference. Please can someone help?! We’ve even tried to cancel but cannot get through to anyone. The amount of time spent on hold now is in multiples of hours. Ticket number F010954438

[goslow]

Can't give you any useful shortcuts to a fix but ...

For a 'total loss of service' (TLS) on broadband and/or phone you should start keeping 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

One of the VM forum team will reply to the topic in due course and may offer to help. They usually reply within a few days.

[Ashleigh_C]

Hi there @rebeccadancey 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your connection and thank you again for posting. I have taken a look and cannot see that there is currently an active outage. How are things looking since your last post?  

[rebeccadancey]

Still no internet- comes in for seconds/minutes at a time but mainly absent or drops out straight away

[rebeccadancey]

I mean really helpful response so far 🙄 still no internet. Still on hold for around an hour any time we try and talk to anyone and invariably cuts out 

[Zach_R]

Hi @rebeccadancey, 

I'm so sorry to hear that these issues are ongoing. I checked the ticket reference number that you included in your initial post and that has been closed as resolved. I've also checked over our systems and I'm unable to detect any faults currently that would explain this.

How are things for you today? Any better? If it's ongoing, can you confirm what diagnostics and troubleshooting you've performed thus far?

Thanks,
 

[rebeccadancey]

No to be clear we have not had any usable internet for 4 weeks now- we have called VM almost daily and keep getting told intermittently it is a fault in the area and will be fixed or promised a call back form a technician which never materialises. When you check the service status in the area some days it says there are no issues but maybe every other day it states there is a problem. Someone came out in the first week and said they couldn't do anything as was a fault upstream essentially. It takes minimum 30 mins to get through on the phone each time and often cuts out. 

[rebeccadancey]

Looks like there’s an intermittent signal issue in your area

This is the message which comes up frequently 

[John_GS]

Hi @rebeccadancey 

Thanks for coming back to the thread. I am very sorry to hear it's not resolved. 

I can see you've got a tech visit booked in since the last update.

Please let us know how it goes.

Best wishes.