Terrible experience with virgin media

[sunray34]

I've just recently moved house and no longer have access to virgin media, which I can only think is a blessing. For two months of my contract with them, our household experience packet loss between 10-40% which made it impossible to do anything. We had three separate engineers out, two of which told us there was no problem and one who tried to peddle extra services from virgin media, like upgrading our package and WiFi extender. I posted previously on this forum and told by a virgin media rep that there was no issue and to upgrade our contract which would have doubled the monthly cost of our package and done nothing to fix the issue. Finally, the third engineer acknowledged there was a problem and sought to actually fix it (which still took 2 weeks) and involved work on the infrastructure nearby. After all this, not having access to useable internet for two entire months we were charged £25 for and engineer turning up and us not being available, something which didn't happen. I'm not sure how to make their service any worse really, and I hope John, the virgin media rep who responded to me, hasn't conned anyone else out of their money

[goslow]

If you had a 'total loss of service' you should have been eligible for compensation

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

if it was an intermittent or degraded service, did you go through a formal complaint with VM and request they compensate you before escalating to the ombudsman?

[sunray34]

I never applied for total loss of service because every person from virgin media said it wasn't a "total loss of service", they said that severe packet loss didn't count because technically I still had an internet connection. I also wasnt informed about the repair, the last technician left promising he would escalate the issue, I know they did work on the infrastructure because I saw virgin media engineers working on the street and then the issue was fixed. No one from virgin media ever contacted me about the issue after that and no one at virgin media who I spoke to even acknowledged the issue. I only found out it was fixed because I was monitoring the packet loss on my network and I saw that it was fixed.

I think I will try and make a formal complaint with them now.

[Alex_RM]

Hi sunray34,

Thanks for posting, and sorry to hear you didn't have the best experience with us. So I can get a few more details regarding your complaint, I've popped you over a private message.

Alex_Rm