Virgin Media Community

[neville3970]

i have intermittent loss of broadband/tv connection in my ts18 postcode area since 14th February now 19th still not fixed  and still get message when i phone 150 from my landline saying there are aware of the issue

 which is affecting tv and broadband services engineer are working on this complex issue 

will i be covered by virgin automatic compensation

[Tudor]

No, read all about it.

T&C's of the automatic compensation scheme at https://www.virginmedia.com/help/automatic-compensation

[Adri_G]

Hey Neville3970, thank you for your post on our help forum.

We're sorry to hear of the network issues you've faced which caused an intermittent connection.
Please, refer to this link here for more on our compensations policy.

In your case, as you've had a partial service loss our scheme will not kick in. Also, TV is not covered by this although we do support in case of loss of broadband and / or landline.

Please, let us know if you have more questions or concerns about the above and we're happy to advise further.

[neville3970]

it as now been 10 days since virgin are trying fixing a complex issue in my postcode area ts19 due to intermittent broadband issue which is affecting tv also

when you phone 150 of your landline there said issue would be resolved by 6pm  3 days ago still issues

when you phone again get message saying there are aweare of the issue

[Adduxi]

It will take as long as it takes.  All the VM Mods can give you is an estimated date, not an actual fix date.

[Tudor]

In VMs case the string is made of elastic.

[Kain_W]

Hi neville3970,

Thanks for your post and welcome back to the community.

Many apologies for the service issues faced, just from checking our system I can see that there is an area fault still showing.

The estimated fix time would be the 1st March at 4PM.

Apologies for the inconvenience as our team will look to resolve the matter as soon as possible.

Regards,

[neville3970]

nearly 1 month and intermittent broad band and tv loss in ts18 area still not fixed

virgin are aware of the issue keep getting times when its will be fixed

these times have on on numerous occasions i work from home and bneed the Internet 

[Steven_L]

Thanks for coming back to us neville3970, I have looked into your account and can see that your upstream power levels are too high and would need a technician visit to resolve the issues. I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment. Please look out for the private message and we can get started.
Kind Regards,
Steven_L