Menu
Reply
  • 4
  • 0
  • 1
RobaJett
Tuning in
264 Views
Message 1 of 12
Flag for a moderator

Rally call to Leeds/York/Wetherby broadband users

TL;DR - if you're in area 22 and suffer frequent broadband outages, please reply below.

---

I need to get a grip on who else is enduring Virgin's terrible service in our area.

I'm paying £41 a month to be fully disconnected for up to 72 hours at a time, all while my partner has to endure loss of earnings because she now can't work without a connection.

Furthermore, I raised two complaints to Virgin about these issues, and I've since found that they've been marked resolved without first consulting me.

I'm no longer interested in having the issues resolved with Virgin, I'm now looking to consulting the press and my local MP/Council, with the view of formally seeking compensation for loss of earnings.

  • 1.12K
  • 157
  • 472
Andruser
Knows their stuff
243 Views
Message 2 of 12
Flag for a moderator

Re: Rally call to Leeds/York/Wetherby broadband users

Whilst your council and MP can put a bit of pressure on VM, that won't count for much because VM don't really care.  If you want compensation and a resolution you need to contact CISAS the industry arbitration scheme, and make sure that your complaint is clear, well evidenced, complies with the detailed requirements of the CISAS terms of reference. If it doesn't meet their terms of reference they can't consider it, so phone them and check.

You might well get compensation for wasted time, loss of service and inconvenience, and a fix to the reliability issues because CISAS adjudications are binding on Virgin Media, but I hazard a guess that you won't get compensation for loss of earnings if your connection is a residential rather than VM business connection.  

0 Kudos
Reply
  • 2
  • 0
  • 0
RNC77
Joining in
231 Views
Message 3 of 12
Flag for a moderator

Re: Rally call to Leeds/York/Wetherby broadband users

I have been having no internet  for the past 3 days and poor quality for the past few weeks. Is there ongoing works in the leeds area.

0 Kudos
Reply
  • 8.26K
  • 851
  • 1.3K
jbrennand
Alessandro Volta
221 Views
Message 4 of 12
Flag for a moderator

Re: Rally call to Leeds/York/Wetherby broadband users

First job, set up a free “BQM” to continually monitor the state of your connection and record any dropouts. It does it 24/7/365 and it keeps a visual record of all your network disconnections, useful data to have in discussions with VM.

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

Thens well as the “check service,” weblink at the top of this forum board, there is also a Service Status number 0800 561 0061 which usually tells you of local issues, down to postcode level (that might even not yet be listed on the Service Status web page) that may give you more info. If nothing shows there call it in and see what they say when they test your connection and if possible get a fault reference number.
This should also start your "compensation "timer".
https://www.virginmedia.com/help/automatic-compensation

--------------------
Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos
Reply
  • 4
  • 0
  • 1
RobaJett
Tuning in
212 Views
Message 5 of 12
Flag for a moderator

Re: Rally call to Leeds/York/Wetherby broadband users

Legend, thanks for this. Getting on this now.

0 Kudos
Reply
  • 4
  • 0
  • 1
RobaJett
Tuning in
211 Views
Message 6 of 12
Flag for a moderator

Re: Rally call to Leeds/York/Wetherby broadband users

Agreed. I'm likely not going to make a massive impact here, but I'm doing myself a disservice of I don't try and make it better before I leave VM.

0 Kudos
Reply
  • 4
  • 0
  • 1
RobaJett
Tuning in
208 Views
Message 7 of 12
Flag for a moderator

Re: Rally call to Leeds/York/Wetherby broadband users

I wouldn't have thought there's any ongoing work in the Leeds area for the past 2 years 😆

0 Kudos
Reply
  • 1
  • 0
  • 1
el_barto
Joining in
110 Views
Message 8 of 12
Flag for a moderator

Re: Rally call to Leeds/York/Wetherby broadband users

 

I too have been having issues in LS22 / Wetherby.

 

After receiving a text on Monday (26/08) evening at 18:30 telling me that work would be taking place on Tuesday, I have had no broadband and still have no broadband at the time of writing this.

This is despite receiving a text message on Tuesday at 16:54 informing me that the work was complete and my service should be back to normal.

I spoke to VM yesterday evening around 8pm only to be told that the text message was an error and that maintenance work would would be ongoing, but that they could not give me a timescale for expected completion.

Like you I need it to work from home, not looking forward to next week if it isn't fixed.

 

 

  • 16
  • 0
  • 1
AidyM
Tuning in
100 Views
Message 9 of 12
Flag for a moderator

Re: Rally call to Leeds/York/Wetherby broadband users

I am in Wetherby and I've had a complete loss of internet service since Tuesday (27/8) morning.

I created this post yesterday: https://community.virginmedia.com/t5/Networking-and-WiFi/Loss-of-internet-connection/td-p/4054369

I have called CS twice and they insist I should only be experiencing an intermittent loss of connectivity, and said this is likely to be a problem until the 2nd September. They are unable/unwilling to explain why I have a complete loss of service yet others in the area, including neighbours, have no problems.

0 Kudos
Reply
  • 95
  • 0
  • 7
lordwoody
On our wavelength
93 Views
Message 10 of 12
Flag for a moderator

Re: Rally call to Leeds/York/Wetherby broadband users

I've had a lot of success using this website to contact the CEO's of companies I feel aren't performing their customer service duties correctly, I've had good results from PayPal, John Lewis and Barclays using this method. Most CEOs have a team of specialist customer service people around them with the brief to sort things out ASAP, all the people I've contacted have sorted the problems out very quickly. http://www.ceoemail.com