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Jackralph
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WIFI down again in N16 area London

Hello!

To start my broadband speed has always been up and down despite paying for 54Mbps (for me this is  supposed to be reasonably fast). 

But there are also works being done on my street meaning the internet cuts out constantly and has been for the past 2 weeks. This happened about 3 or 4 times since I signed up with Virgin Media. I call up and get transferred constantly to 'different technical specialists' who tell me it will be sorted in a few days the date always changes. 

I want to try the online chat for help but it always says 'Sorry, the team are currently unavailable, please try again later.' even when it's upposed to be open.

I was also told I'd be compensated that never happens. This is such an awful service for the amount I'm paying.

Please can someone help - it's nothing to do with my router etc.

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Re: WIFI down again in N16 area London

Hi Jackralph

Welcome to the community. I'm really sorry to hear that you've been experiencing intermittent connection and I'll certainly be able to look into this for you

I've run some checks on your modem/network segment and there is currently a fault ticket open for SNR issues (F006612763) which can cause the connection to drop out at times. It’s expected to be resolved today by 4pm. Please let us know how things are after this time.

Kind regards,
Ty
 


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Jackralph
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Re: WIFI down again in N16 area London

Hello,

Thank you for your response.

The internet is still not working. 

Kind Regards,

Jack

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Re: WIFI down again in N16 area London

Hi Jack,

 

Thanks for posting back here.

 

The SNR fault that Ty mentioned is still ongoing with a review date of 23rd October.

 

I can see that your connection is showing as online with devices connected.

 

For further updates by all means post back here.

Regards

Sam


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Jackralph
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Re: WIFI down again in N16 area London

Hi Samantha,

Thank you for your message.

The internet seems to be working now. As you said devices are connected so fingers crossed it doesn't crash.

However, there were a few things in my first post not addressed. I was promised by a supervisor via the phone that we would receive compensation for the month as it has not been working correctly. They still have not sent me a an email to confirm this. My partner tried to call them again but they hung up. Any information on this would be appreciated.

Also the Virgin Media Chat service is never available.

Kind Regards, 

Jack

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Re: WIFI down again in N16 area London

Hi Jackralph, 

 

I am not sure what has happened to the call back, apologies for this. 

 

I will pop you a PM so we can discuss things further. 

 

Keep an eye out for the Purple Envelope, top right hand corner. 

 

Speak to you soon. 

 

Emma


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