No stable service for the past 8 days

[christianlaplac]

I have called your Customer Service few days ago and I was told that any issues with the broadband connection should have been resolved by the 19th Oct 2022. After 8 days(!!!!!!!!!) many residents in the building are still struggling using your broadband service. 

I am aware you have received many complaints and an uncountable number of call but still you have not fixed the issue. You have not even sent any engineer to check and this has also been confirmed by the concierge. 

Please contact me asap. This is unacceptable.

If this is not resolved by tomorrow I will raise a complaint to get money back and also cancel my contract. You are in breach of the agreement!

[jbrennand]

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 down to street cab/ postcode level.

The "compensation "timer" can also be started on this number.

Or, a VM person should pick this thread up and be able to help but it can take a few days.

For details of compensation see these....

https://www.virginmedia.com/help/automatic-compensation

https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

[christianlaplac]

Thanks John,

Virgin Media is perfectly aware of this issue and they confirmed to me on the phone that it started on the 12th October. They also provided me with an update yesterday and the new estimated date for resolution (originally confirmed for the 19th October) has been extended to the 24th Oct for 3.30pm.

What is really disgusting from them is that on the phone I asked for compensation (which was supposed to be automatic) also for a previous loss of service for 5 days which occurred in August and they said 'no, I cannot see anything in the system'. They did the same with other residents in the building and after further complaints they acknowledged the loss of service and offered to them a month for free. 

At present it is not even possible to raise a complaint online as the system give you no reference number after the form has been submitted. My complaints have never been logged and there's no track on them on My Virgin Media. They are in breach of many things - I'm just wondering how it is possible they are still allowed to operate in the market. 

The current outage in Canary Wharf is impacting many residents in many buildings - we are all furious and many of us will just cancel the contract.

I say it again, this is all DISGUSTING!

[japitts]

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@christianlaplac wrote:

What is really disgusting from them is that on the phone I asked for compensation (which was supposed to be automatic) also for a previous loss of service for 5 days which occurred in August

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Take a read of https://www.virginmedia.com/help/billing-and-payments/automatic-compensation for how the scheme works.

Pay very close attention to the dates and timings - depending when service was lost and restored, 5 days could well entitle you to zero automatic compensation.

[christianlaplac]

Thanks, but I'm leaving Virgin Media anyway - so problem solved.

They have a very bad reputation in Canary Wharf.