Rain Effecting Connection

[Danny3320]

Hi

ive been with virgin media for around a year now, and since being with them, whenever it rains i lose my connection. I have a friend nearby on virgin media who is also having the same issue. Obviously water is getting into their equipment and effecting the network.

He has complained to no avail, I have complained and just get taken around in circles.
I got through the the indian call centre and despite telling them the real issue they want to run all the troubleshooting on the equipment on site, wasting my time but played ball. after all that they assure me that we have work going on in the area and it will be fixed within 24hrs.

so they are telling me every time it rains they have work men in the area working on the line basically.....
I pushed back telling them again this is not a work men in the area issue its been going on for a long time, but i then just get taken around in circles with the support agent, they are not interested in listening to logic, its like they cant deviate from the scripit.

I demanded to speak to a manager who i have to wait for a call back for later today, not expecting any results from it.

and on top of that, she asked me about renewing my contract at the end, are they mad?!?

[Danny3320]

2 days later still no call back from the manager

[goslow]

Manager call backs rarely ever happen. It is just a means to get you off the phone.

The people you speak to on the phone are, as you say, simply reading a script.

Work going on in the area is unlikely to be true but you can check for issues by phoning the automated service status number 0800 561 0061.

Are you tracking your connection with a BQM?

https://www.thinkbroadband.com/broadband/monitoring/quality

You need to start gathering evidence of your rain-related problem and how it affects your connectivity. This will allow you to tackle VM on the issue and (most likely) escalate to the ombudsman either for compensation or the ability to leave VM with no EDF.

https://www.commsombudsman.org/

[Daniel_Et]

Hi @Danny3320 👋 Thank you for your posts and welcome to the Virgin Media Community 😀

We're sorry to hear about the problem you've noticed and the poor experience you've had 😔

In order to discuss this with you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel