For the last three months my internet connection drops out for a few minutes 2 to 3 times a day. Not the wi-fi, the internet connection. I have tested this by disconnecting all other equipment and using a wired connection to the router, it is definitely that piece of equipment causing the problem. There are no local service issues.
The faults team have told me there is nothing they can do unless I contact them while it is offline. Given that it takes at least 10 minutes to speak to an engineer and the fault only lasts for about 3 minutes at a time, that is a physical impossibility, but no matter how many times I explained this, I got the same reply: there is nothing they can do. I thought the cancellations team might have more leverage, but no, it seems Virgin Media doesn't care about losing a £58 a month internet account.
I have been with Virgin for over 4 years, subscribing to the most expensive service available throughout this time. This is the first time I have called support, I should be exactly the sort of customer the company would want to retain, but it seems not. The router is obviously faulty, it would be a simple task to replace it, but Virgin would rather lose the account than put one in the post. The lack of customer care is staggering, Virgin doesn't deserve to be in business with this attitude.
