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No internet for weeks

Can anyone advise how long VirginMedia can provide no internet, before I am able to cancel the contract without penalty ?

It was supposedly finally fixed yesterday 6-Nov (after multiple engineer visits), yet broke again almost immediately (within hours). Now they say earliest engineer next Friday 13-Nov, which will mean a total of 4 weeks without internet.

Desperately need a functional service since I am working from home, yet I still have 6 months left on the contract and I resent that I should be penalised, when it is VirginMedia who are failing provide.

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Alessandro Volta
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Message 2 of 9
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Re: No internet for weeks

Depends. Is it a total loss of service?


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Re: No internet for weeks

Yes no internet at all, just an alternating flashing/constant green light on the hub
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Re: No internet for weeks

Hi PaulM78

 

Thank you for posting.

 

We apologise for the delay in response, we have been a little busier than usual at the moment.

 

It is disappointing to hear of the issues you have been experiencing with the service, I appreciate that any down time can be frustrating.   

 

I see you have mentioned that a technician was due to visit on the 13th November., can you please advise on how the visit went? Have you seen any improvement with the service?

 

Let us know and we will be happy to advise further. 

 

Thanks  

Nat
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Re: No internet for weeks

Hi Nat

The engineer came on Friday 13th.He temporarily fixed it, and it worked for almost 6hrs, but now is broken again.

I cant even book another engineer because the app says "Technical error, something has gone wrong with the test", and therefore doesnt even proceed to the "book an engineer" screen.

I think I will keep Virgin, since if they have to pay me £8/day while the service is broken, they will end up paying me £240 each month. Which will be a nice extra income !

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Alessandro Volta
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Re: No internet for weeks

The compensation is only for a total loss of services and not due to an outage 


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Re: No internet for weeks

Gary : What is total lack of service ? If I have no internet and no phone, it seems to me I have total lack of service.

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Re: No internet for weeks

Hi Nat

Please could you book an engineer on my behalf. 

The app still reports a technical error and wont let me book. Customer service doesnt answer their phones.

For verification last 3-digits my mobile are 915.

Thanks Paul.

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Re: No internet for weeks

Hi PaulM78,

 

Thank you for letting me know. 

 

i can definitely look in to this further for you. 

 

I have not been able to locate your account via your Community details so I will just need to drop you a private message to confirm your account. 

The message will be available via the purple envelope on the top right of this page. 

 

Thanks 

Nat
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