Terrible Service

[Bodgeit1]

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 through to someone, they then had to transfer to another person and they were talking to me then got cut off without a call back.

I have spent over 7 hours talking to or trying to talk to VM, i have only been with them two months and the worst experience ever for any service i subscribe to. Been called a liar when they promised an engineer that never came so rang and they said there wasn't an engineer booked only to be told be another team there was a booking but they hadn't confirmed it, failed call back from the technical service, no information on their website on what is happening, left in the dark and I work from home, terrible broadband service and between the telephone team and the broadband its hopeless

[Sidney]

I'm in the same situation.   Absolutely horrendous service.  Luckily I'm still in my cooling off period and looking likely I'll be getting out.

[goslow · Accepted solution]

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@Bodgeit1 wrote:

So I have lost broadband again, <snip>

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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.

[Carley_S]

Hi @Bodgeit1 

Welcome back to the community forums. 

I'm so sorry to hear you had a poor experience when calling us to discuss your service concerns. This is very disappointing, and we can assure you that this is not the level of service that we want to provide.

Checking the systems on our side we can see there was an outage affecting your service that was verified as fixed on Wednesday 23/10/24. We can also see that you've since been in touch with the team to discuss this further. 
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed.