9 days no broadband

[Alex75]

It's now 9 days without broadband in my area N22 and VM keep saying on there page that area has no issues but lot of people in that area with VM has no internet.Why that? Maybe to not pay a compensations? I have never experience so long time without broadband even in countrys considerate "third world". I think it's time to move to other provider at this point..

[goslow]

Try the automated service status number 0800 561 0061 to check for any faults in your area.

You need to speak to VM, or use the online tests via 'My Virgin Media', to make sure you have logged any claim for compensation.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

150 from a VM landline (free call) or 0345 454 1111 (call charges may apply)

[Alex75]

When i go to the test page insert the post code and my surname and the resul is "We can't see any issues affecting N22 6SS" but i have no internet at all.

 

[goslow · Accepted solution]

And the automated service status number 0800 561 0061?

What are the lights on the front of the hub displaying?

Have you restarted the hub?

There is a help page here to explain the lights

https://www.virginmedia.com/help/broadband/virgin-media-wifi-not-working

using the second drop down link 'Understand what the lights mean on the WiFi Hub'

[Alex75]

Automated service say there is a problem in my area and the test of my hub the same, the light of the hub is white but for the compensation that's usefull because the main page say there is no problems in my area. VM have disactivate  the update massage via SMS when the problem is solved...i don't think a provider with rewards they have akting in this way is seriouse. They just wanna take money and dont care about a costumes. I'm tired of this provider and i'm going to cancel my contract writing a letter because i have reed many people have a broblems to cancel the contract on line or phone

[Sabrina_B]

Hi @Alex75 👋.

Thanks for reaching out to us. Apologies for the issues that you are having with your service. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[Sabrina_B]

Hi @Alex75 
 

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your Hub issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:

•    The technician diagnoses the faults as not being caused by our network/equipment 

•    The technician discovers that the fault or problem relates to your equipment

•    The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
 

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Sabrina