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Wi-Fi down for two days unable - told area fix had been completed still no internet.

fulcrumer
On our wavelength

Hi- posted on Twitter asked to post on here. Internet and of course landline has been down for two days for me and my neighbours. An area fault you would expect. Not according to Virgin media so an engineer visit booked - knowing full well it would likely pointless- but that is where the system takes you - right.       
I keep checking the network status to see if Virgin decide it is an area fault and we can go down a different script. Joy - indeed it is a. Area fault now and better an engineer is on site with a fix expected by 1 am next day. Virgin cancel the tech visit. Text received at 19.50- fault fixed ID F010741086. But none of us have internet. Reboot etc no difference. Return to network status - no issues known. Rebooked tech.  Rang customer service - spoke to an agent in India who told me no area faults identified but ‘ it might come back by itself in a couple of days’. Very helpful. 
Thought I would try the Twitter route. Asked to post here.

Faults happen- I understand that but it is frustrating when the scripts do not allow any flexibility, make you follow pathways which you have already attempted, knowing that the fault is not one that can be fixed within my residence yet having to wait in for a tech on a Saturday morning when the issue likely in the local or area distribution box possibly caused by yesterdays road works in the street. I fear the tech will not be able to fix that. So more days with no service.m for about 6 of us at least. 

10 REPLIES 10

Ryan_N
Forum Team (Retired)
Forum Team (Retired)

Hi fulcrumer, 

 

Thank you for your post. 

 

I appreciate you taking the time out (and it not being too brutal) to post this. I can understand how this must be frustrating given the experience you've had. I have been able to take a look from our side here and I am unable to see any issues in the area that would be affecting this at present. I completely get where you're coming from and what you've advised - but as mentioned there isn't anything to put it down to currently. Now this could change between now and tomorrow if the team do identify another issue which is present. 

 

The best advice I can offer at the moment is to keep the engineer appointment you have - any changes to this and the team would notify you. 

 

I apologise for the inconvenience caused at this time. 

 

Cheers, 

Ryan. 

fulcrumer
On our wavelength

Tech has just turned up for a neighbour fault - I intercepted to explain homes on the site have failed. He knows he will not be able to fix it and says he will ring his manager.  If I cancel my tech visit for tomorrow I will get charged for it apparently. It seems to me you are wasting the companies money, my time and inconveniencing 10 customers while not having a clue what is going on. The tech was not aware of yesterdays area fault or that numerous other customers had lost connection. Not impressed. 

jbrennand
Very Insightful Person
Very Insightful Person

Are you trying on 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 down to street cab/ postcode level.
The "compensation "timer" can also be started on this number if appropriate.


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Yes I had used it and tried again today. Still showing no area issues when the fault has been identified as a network issue and is hopefully be fixed today. Shows, in my view, the system is broken

And a no show by the network engineer promised today to fit a new amplifier in the distribution box. Numerous very unhappy customers. 

Day four - no contact from Virgin. 

Good Morning @fulcrumer, thanks for coming back to us and I'm sorry to hear that this issue has been ongoing.

Can you possibly provide us with an update since your most recent post?

I've been able to look into the local area, and no issues have been recognised.

In terms of the connection, I've been able to run a flow and our diagnostics, on your home network, and hub have not found any issues that could account for connection drop-outs. 

This means that the issues are most likely due to the equipment being used.

All of the available checks have been performed on our network, however, you can also view the service status in your area.

Additionally, it is beneficial to reboot both your Hub and devices occasionally to help maintain a healthy network connection.

Kindest regards,

David_Bn

Engineer attended unannounced on12 June am. Went to the wrong place- apparently wrong log number. Said all connections correct but they would be - wrong box. More phone calls engineer came back and was shown the box. It is not logged on Virgins systems. No power Checked box in the street and work log. The engineer who fixed the network fault I referenced above tried to fix an issue  of noise on the line. Saw the connection to our box - as it was not logged he disconnected it. Fixed the mouse issue but cut off 21 properties. Engineer re attached - noise issue back but so is our internet. Tried to cancel the network engineer I had booked for today - couldn’t do it in line. Had to phone - no record of an appointment held. I have copies of the texts confirming the appointment. No one bothered to tell me or the other residence this also happened to. So 6 days of no internet, waiting in twice for an engineer who no showed all because of action by Virgin. Virgin refused to take my complaint. 

Hi Fulcrumer.

Thank you for posting on our community forums and welcoming you back 😊.

Sorry to see that there has been a miss understanding and the experience you have had ☹.

I will be private messaging you to do further investigation and hopefully get this resolved.

Please watch out for the envelope ✉.

Thank you.

Ari - Forum Team


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