Terrible service in EH10 area for weeks !!!

[vincent_french]

My internet connection has been terrible for weeks in my area postcode EH10.

I saw from other posts that a lot of people are reporting this. It might work for a few minutes or hours then stops working altogether.

The whole weekend I had to use my mobile hotspot.

This level of service is unacceptable. In Feb this year we had this issue. then got a text in March to say it was fixed - and to be fair it seemed ok for a week. Now it is back off. It also fails multiple times a day. This is infuriating.

Also, how do I go about getting compensation? As others pointed out prices have increased and still the service is totally broken.

Been with Virgin for 10 yrs - so I can say that it was once reliable. When will this be fixed for good?

Vincent

[jbrennand · Accepted solution]

See this..

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Look and see what is being reported in 2 places....

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

The "compensation "timer" can also be started on this number if appropriate.
Faults may not be listed on the Area Status web page. Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country. So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you. If nothing shows on there, try calling it in as a fault - free on 150 (VM line)  or 0345 454 1111 others (national rate). See what they say when they test your connection. If they say it’s a known fault, get a fault reference number.

Or, a VM person should pick this thread up and be able to help but it can take a few days.

For info on compensation - see these...

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...
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[Akua_A]

Hi @vincent_french 

Welcome to our community forums and sorry to hear you have been facing ongoing area issues with us. We can understand the frustration caused. We typically compensate for a total loss of service of over 48hrs as seen here https://virg.in/autocomp Can you confirm if the issues are ongoing? Do you need any further help?

Thanks,