Forum Discussion

Bodgeit1's avatar
Bodgeit1
Tuning in
9 months ago
Solved

Terrible Service

So I have lost broadband again, it was off most of Saturday, all Sunday into Monday morning then slow speeds yesterday, engineer been and it has now dropped out again. Had to wait over an hour to get...
  • goslow's avatar
    goslow
    9 months ago
    Bodgeit1 wrote:

    So I have lost broadband again, <snip>

    Unfortunately your description follows a typical circular pattern of customer service despair as do many topics on here.

    Does the automated service status number 0800 561 0061 detail any faults in your area? It is often stated on here that this may give details of more localised faults.

    If a general fault is reported, VM does not send out tech's to individual customers until the general fault is cleared. If a general fault is reported, there is nothing more you can do than wait until VM fixes it.

    Also worth noting that VM has a habit of cancelling home tech visits if it identifies a general fault. Quite often the customer is not told of this.

    For a tech no-show, with no notification, you should receive compensation. If you experience a total loss of service you may also be eligible for automatic compensation

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    but this only cuts in after two clear working days of a TLS.

goslow's avatar
goslow
Alessandro Volta
9 months ago
Bodgeit1 wrote:

So I have lost broadband again, <snip>

Unfortunately your description follows a typical circular pattern of customer service despair as do many topics on here.

Does the automated service status number 0800 561 0061 detail any faults in your area? It is often stated on here that this may give details of more localised faults.

If a general fault is reported, VM does not send out tech's to individual customers until the general fault is cleared. If a general fault is reported, there is nothing more you can do than wait until VM fixes it.

Also worth noting that VM has a habit of cancelling home tech visits if it identifies a general fault. Quite often the customer is not told of this.

For a tech no-show, with no notification, you should receive compensation. If you experience a total loss of service you may also be eligible for automatic compensation

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

but this only cuts in after two clear working days of a TLS.