Signal keeps dropping

[islawhiz]

Since you increased my payments my broadband which was always reliable keeps dropping. 
If you don’t fix this I will have to leave as I need broadband for therapy work and cannot have it unreliable. 
Why did my service change?

Why do you charge more for a worse service? 

[Client62]

Have you called Customer Service to log a fault ?

[Steven_L]

Hey islawhiz,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your connection since our annual price rise, if you're having issues, this should be reported to our team for the problems to be looked into. I have looked into this for you and cannot see any issues with your connection or in the local area, how is your connection running at the moment, has there been any improvements since you posted on Tuesday?

Kind Regards,

Steven_L

[islawhiz]

Hi 

It’s been consistently unreliable since the price increase, I never had a problem with connection before. So no it’s no better since I wrote. I will contact virgin but if they can’t help I will switch. I work as a therapist and cannot have a faulty service. Since they put up my rate they are no cheaper than anyone else. If they can’t provide a reliable service I can’t stay.

[Megan_L]

Hi Islawhiz,

Thanks for your reply, we are sorry you feel your service has become unreliable since the Price Increase 😥

We have checked for any issues on our side, however everything seems to be running smoothly, no issues have been found. 

Would you be able to expand a little further on the actual fault you're experiencing so we can investigate a little deeper? 

Also, if you're unhappy with your price after the increase, you'll need to give our Retentions Team a call on 0345 454 1111 option 1, 4 then 4 and they will explore offers available to you. If you're still not happy with what they offer then they will be able to look into your cancellation too. This is something we're unable to help with here on the Forums, sorry.

Please let us know how you get on.

Thanks,

Megan_L