Menu
Reply
  • 1
  • 0
  • 0
Maryida
Joining in
244 Views
Message 1 of 5
Flag for a moderator

Bad service

For months I have had broken tv signal, internet in and out, tv channels stopping and saying ‘currently unavailable v53’ on and off, I have complained and said I would be offered compensation for this as there was problems in my area but I have never seen any compensation! Now I have no phone line working and no internet service to complain about it, it’s been like this for over a week! All I keep getting told is it’s the volume of people in my area using the service!!! This is ridiculous, I’m disabled and spend 90% of my time in the house so internet, tv and phone line are very important for me!!! Does anyone else get told this in RG24 9EL area!?? 

0 Kudos
Reply
  • 30
  • 4
  • 6
Cmrobertson33
On our wavelength
238 Views
Message 2 of 5
Flag for a moderator

Re: Bad service

I suggest you complain via the 'Resolver' site https://www.resolver.co.uk/companies/virgin-media-complaints
Raise a complaint through them, get copies of any e-mails and list a record of all the calls you have made. Has the recent problem been raised with the engineering team, because they should send an engineer out.

Hopefully this gets sorted soon for you.

Regards

CM
0 Kudos
Reply
  • 3.65K
  • 201
  • 608
chenks
Community elder
234 Views
Message 3 of 5
Flag for a moderator

Re: Bad service


@Maryida wrote:

For months I have had broken tv signal, internet in and out, tv channels stopping and saying ‘currently unavailable v53’ on and off, I have complained and said I would be offered compensation for this as there was problems in my area but I have never seen any compensation! Now I have no phone line working and no internet service to complain about it, it’s been like this for over a week! All I keep getting told is it’s the volume of people in my area using the service!!! This is ridiculous, I’m disabled and spend 90% of my time in the house so internet, tv and phone line are very important for me!!! Does anyone else get told this in RG24 9EL area!?? 


did you actually log an official complaint? or did you just call CS and report the issue?
volume of people in your area would result in reduced speeds, but not total loss of service.

0 Kudos
Reply
  • 3.65K
  • 201
  • 608
chenks
Community elder
233 Views
Message 4 of 5
Flag for a moderator

Re: Bad service


@Cmrobertson33 wrote:
I suggest you complain via the 'Resolver' site https://www.resolver.co.uk/companies/virgin-media-complaints
Raise a complaint through them, get copies of any e-mails and list a record of all the calls you have made. Has the recent problem been raised with the engineering team, because they should send an engineer out.

Hopefully this gets sorted soon for you.

Regards

CM

actually i suggest you log the complaint with the virgin complaints process - https://www.virginmedia.com/help/virgin-media-complaint

anything to do with "moneysavingexpert" is best avoided IMO - bunch of charlatans, especially that crook martin lewis.

0 Kudos
Reply
  • 4.05K
  • 253
  • 1.26K
Sololobo
Community elder
229 Views
Message 5 of 5
Flag for a moderator

Re: Bad service

Have a look at  Virgin Media’s Automatic Compensation Scheme https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati... in your case paragraph 8, Credit for a delayed repair following loss of service to a fixed line or broadband service.

8 a. The customer reports a Total Loss of Service (TLS) in relation to their Virgin Media fixed line or broadband service, including during the upgrade or downgrade of a tier of service when signing a new contractual commitment or following the installation of new equipment; and

b. following an engineer visit or remote testing and diagnosis, a TLS is identified and a fault is (or should have been) recorded on that line or service; and

c. the fault is not resolved by 23.59pm on the day two working days after the fault is reported by a customer (the “Payment Trigger Time”), unless the customer has requested a later date for repair. For example, if a fault is reported on a Monday, credit will become payable if the fault has not been fixed by the Payment Trigger Time of 23.59pm on Wednesday.

As usual with these schemes there are a lot of get out of jail free exclusion clauses, see above for example where a total loss of service is noted. From what you've posted you appear to have a partial/intermittent loss of service (perhaps caused by over-subscription in your area) and it's unclear if this is covered by the compensation scheme. Although it should be.

It's worth pursuing however, and if you're not satisfied with the outcome refer to the Virgin Media Codes of Practice https://store.virginmedia.com/the-legal-stuff/our-codes-of-practice.html 

Making a complaint: https://store.virginmedia.com/content/dam/eSales/Downloads/Consumer%20Complaint%20Code%20of%20Practi...




It's What I Do.
I Drink and I
Remember Things.
0 Kudos
Reply