on 29-06-2022 12:16
My broadband failed totally on 27 June. I ran all the automatic checks twice with no result, then called the helpline who told me to monitor the situation for 24 hours. Needless to say, the service was still out 24 hrs later. I called again and was told an engineer was needed but the first available appointment is not until 5 July, a whole week later. How is this acceptable in the capital city of a G7 country in 2022?
And Virgin have the temerity to try to sell me an upgrade at the end of the first helpline call. Totally pathetic disregard of customer needs and their own service quality. It's not the fault of the people in the call centres or the engineers, the rot starts at the top.
on 29-06-2022 12:18
Dude Virgin are crap full stop I will never touch them again after December cut all ties my advice BT broadband mate best in the world
on 29-06-2022 12:34
You pay for a residential service with no SLA, if you want near instant fixes you need the business service.
on 30-06-2022 07:02
😄"Instant fixes?" Expecting a fix in less than a week isn't "instant". A week is a quarter of a month. So I'm paying a quarter of my bill for f all.
on 30-06-2022 07:28
@Paul_C wrote:😄"Instant fixes?" Expecting a fix in less than a week isn't "instant". A week is a quarter of a month. So I'm paying a quarter of my bill for f all.
You get a refund for the time it's down
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on 02-07-2022 10:42
Hi @Paul_C - thanks for posting and welcome to the community. Sorry to hear of the broadband issues and also for the engineer availability. I appreciate how frustrating that must be but we would have booked in the first available date for the tech.
In relation to compensation, you'd be eligible at total loss - see more here - virg.in/autocomp
Let us know how the engineer visit goes.
Best,
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