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Repeated intermittent outages - can I leave?

j_h500
Just joined

We recently signed up to Virgin (over 14 days ago, annoyingly), and since we have been using it we have had repeated outages, at least once every couple of days. we've checked the service in the area, and when we can get the checker to work it usually says there isn't an issue and we need to reset the hub. We've called Virgin who ran checks and said they'd fixed the problem - we had one day of uninterrupted service, and then today it's gone again.

Do we have any way of getting out of this contract if they can't fix this issue? If it continues it's going to make working from home unsustainable.

3 REPLIES 3

Tudor
Very Insightful Person
Very Insightful Person

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.


Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Also set up a BQM to further monitor your connection https://www.thinkbroadband.com/broadband/monitoring/quality 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

David_Bn
Forum Team
Forum Team

Thanks for reaching out to us @j_h500, and a very warm welcome to you!

Sorry to hear of the issues you have been experiencing with the services.

Can you please offer us an update, with the points raised by your fellow Forum posters being a starting point?

If the matter is ongoing, we'd be keen to assist where possible.

When looking into your local area, no outages appear to be present currently.

Thanks

David_Bn