Virgin Media Community

[Bradfedup]

I currently live in an area that has had up to 5 outages at the moment where my wifi and tele services go down for most the day. I am loosing work due to these outages. I have raised a complaint and all I got was a letter stating resolution found -‘apology to customer’ which is an absolute joke. Along with these outages I am now having a service that is running on and off. My wifi will cut out randomly during the day for a few minutes. Causing my work station to cut out. My Alexa to stop playing music. My tele to flicker and unable to stream anything as it buffers. Does anyone else have these issues in their area and how can you resolve it. I’m currently paying quite a bit for a rubbish service that I am receiving. I have tried customer service who can’t do anything I have tried the technical team who can’t do anything. I booked an engineer who didn’t come because it was cancelled as it was ‘fixed’. It’s getting beyond a joke now. 

[gary_dexter]

If there is a localised issue (rather than an individual property issue) then engineers won’t attend and will be cancelled if they are booked. 

[Bradfedup]

I understand that side of thing but there just seems to be constant issues in the area with no explanation and no information on what has happened and why! 

[gary_dexter]

On a residential service they aren’t obliged to provide RFO’s and the like.

Likewise there is no SLA for faults and their associated repair timescales. 

[Bradfedup]

May not be obliged but some information wouldn’t go a miss surely? My neighbours and I have been back and to with Virgin to try and resolve the issue. One neighbour did tests and it looks like the service has been over sold and cannot cope with amount of people on it from what the tests told him. 

[gary_dexter]

If you setup a BQM on the ThinkBroadband site it will show any over utilisation. 

[Molly_G]

Hi @Bradfedup,

Welcome to the forums and many thanks for your recent posts. I'm so sorry to hear of the continuous issues you're having with your connection, this does sound really frustrating. 

I would just like to re-iterate Gary's advice on getting a BQM set up - this would definitely help us identify what issues are affecting you and give us something to go to local engineering / networks with to get fixed.

If you need any further advice on this, let us know.

Kind regards,