No internet for 6 days and no update

[User124]

Had my fibre line down for almost 6 days now and not able to get any update from customer service -phone or chat -on when this will be back on. I've been told blatant lies about being able to get temporary mobile Internet by going to local O2 store -O2 never heard of this arrangement, and about resolution timelines. I work from home so line is critical but virgin media don't seem to care at all -dealing and chasing with customer service is so very frustrating and exhausting! 

Does anyone have similar issue and know how to escalate this?

[goslow]

Is the fault affecting your line only? Have you checked for area faults using the automated service status number 0800 561 0061?

Start keeping detailed records of VM's failure to fix the fault as you should be eligible for compensation

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

[User124]

Yes called and says no issues, same as the app, but when I call virgin they say there is an outage that apparently won’t be fixed until thu! Ridiculous!!! If anybody reading avoid virgin!

[jbrennand]

Check first for any updates on known issues  - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

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 and fix estimates, down to street cab/ postcode level.

What is being reported there?

[Tudor]

"there is an outage that apparently won’t be fixed until thu!". You have a residential home broadband connection, there is no SLA, fixing problems is ‘best endeavours’. If you depend on broadband for your job you should get a business line with an SLA and either another ISP connection as well or a standby SIM and mobile router.

[Daniel_Et]

Hi @User124 👋 Thank you for your posts and welcome to the Virgin Media Community 😀

We're sorry to hear about the problems you've been having and the poor experience you've had 😔

I can see you've spoken to the team since your latest post. Has the matter now been resolved?

Please pop back to us at your earliest convenience.

Thank you for your support @goslow, @jbrennand and @Tudor 👍

Regards,
Daniel