poor signal and needs a cable repull

[Smithsax]

I have an issue with poor signal and needs a cable repull. This has been booked and cancelled 5 times over the last 3 months and the next appointment is scheduled for mid October.

I have put up with poor speeds and needing the occasional reboot patiently but now the signal is so poor I can't stream TV or browse the internet. A reboot restores service for less than an hour.

I should get 1000 mbps but am currently getting 3.

The on line service offers a new technician visit but this will not help. I have just spoken to someone on the phone after holding for an hour who said they cannot bring the appointment forward - and then tried to offer me an upgrade!

I just need to talk to a person with influence to let them know how bad it is and try to get things moving.

Is there any compensation for three months of inadequate service? It looks to me as though you only get anything if there is complete loss of service. 3 of 1000 seems pretty near to complete loss to me.

Any assistance gratefully received.

Many thanks.

[MOD EDIT: Subject title changed for clarity]

[Tudor]

It can take a few days for a VM staff member to get to your post. The moderators are separate people who do not answer posts only control the integrity of the board.

[Gareth_L · Accepted solution]

Hello Smithsax.

Thank you very much for bringing this to our attention on our community.

This is not good at all and to be honest it should have never got this far at all.

What I would like to do is take ownership of this, raise a complaint due to the issues your facing, then once the cable has been repulled look at some from of compensation for you.

If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the top right of your screen that would be great. 
Gareth_L
 

[Smithsax]

Hi Gareth. A quick update for you.

We have had four or five more sets of technicians arrive. Each time they said there was a problem - the pull was too long, the duct is too crowded etc - and went away but a further appointment was booked every time.

Each team arriving seemed to know nothing of the previous history.

Then on Tuesday this week another team arrived, pulled a 11mm new cable, and since then everything has been perfect!

Then today I had a call from Virgin. They apologised for the engineer not turning up on Tuesday and insisted on booking a new appointment for January even though I told them the work was done.

There seems to be a communication issue so I thought I should flag it for you.

All the best

Steve