on 22-07-2021 12:22
I have been getting intermittent internet for over a week now and it seems to get progressively worse. The issue happens on all devices, both wired and wifi.
I have done a hard reset several times as instructed by VM support and also recently had an engineer over to replace the metal connector on the hub and wall. Unfortunately, nothing has helped.
Here's a broadband quality monitor graph:
Is there anything else I can do to fix this issue?
on 22-07-2021 12:31
on 22-07-2021 12:35
very nasty indeed! Can't get any work done.
Yes, I've checked this several times both online and with cs. No known issues.
on 22-07-2021 12:37
on 25-07-2021 14:28
Hi sym149,
Thank you for coming back to us via our community, I have been able to view your account with the details we have for you and can see you have spoken to us and a technician has been arranged, please let us know how you get on.
Regards
Paul.
on 03-08-2021 16:03
I've had two engineers come over and change the wiring inside but the issue still persists. The third engineer is booked to replace the wiring outside, but I was told that would take at least a months time, no later than September. I have been using my mobile data for work as it's my only option. Very disappointed with Virgin.
on 03-08-2021 16:22
Hi @sym149,
If you have an engineer visit scheduled to go ahead then I'd advise waiting for that to go ahead so they can carry out some further checks and fixes for you.
If the current date that the visit is scheduled for isn't ideal for you, you can check and reschedule this (subject to availability) via your My Virgin Media online account.
Keep us posted with this and how you get on.
Thanks,
23-08-2021 13:43 - edited 23-08-2021 13:44
An engineer came on the 20th of August but was unable to change the wiring outside. According to the engineer, the hole where the cable comes from was flooded and needs permission from Thames water to fix.
The next appointment is scheduled for the 20th of September so another month of poor service...Great.
This is what I'm dealing with on daily basis:
on 25-08-2021 14:19
Hi @sym149
Thanks for getting back to us to let us know how it went with the engineer. I'm really sorry to hear that they were unable to change the wiring outside.
Apologies for the impact this is having on your service, that BQM does not look good at all 😞
Have you raised a complaint regarding this?
Kind regards,
Serena
on 25-08-2021 17:23
hi,
yes, several actually. I normally get a response saying an engineer will come and visit to fix the issue and then the case is closed. But since the issue hasn't been fixed after numerous visits, I just have to make a complaint again. I don't think it's of any help if I'm honest.