Frustrating ongoing network problems

[nannybarb]

Hello all. Having no success talking to 150, have reported this on the 19th July and it's still not resolved, so i'm hoping someone on here can help.

For the past month we have had no internet or on demand/catch-up (on both of our boxes) 90% of time.

Reported fault 11 times and been told the network is fixed 11 times and it NEVER IS! We have had 4 engineer visits cancelled, no-one has visited our address. The online service status does not show a fault.

We have done all the obvious reset, unplug, reboot but this is affecting our hub in the dining room (a V2) and both our front room (V6 box) and TiVo box in the kitchen.

Normal channels are working. Phone (copper cable) is working.

The cable comes to our house, to a brown box where it splits to around the outside of the house to the kitchen and into the front room where it splits again to the V6 box and the hub.

PLEASE HELP. We're at breaking point

Had to visit my daughter to use their internet to send this!

[wobblewoo]

That sounds awful. And for so long.

As thats affecting all of your cable devices, that must be a supply issue surely! Is that why they are cancelling your engineers?

[jbrennand · Accepted solution]

Is it being reported on...
____________________

1) Try the “check service,”Area status webpage" (link at top right of this forum)

2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

I will ask VM to comment here

[Ilyas_Y]

Hey there @nannybarb, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I'm sorry to hear about the poor service you've been having on your broadband and TV from ourselves, and as well as that the poor journey so far too.
I will look in to this and will investigate the matter for you.
Watch out for the purple envelope inviting you in for a private message.

Kind regards.

[Ilyas_Y]

Thank you for speaking with us today.

As mentioned, we will and see the next steps to move on with the whole situation and then continue on from there.

For now, feel free to reach out to us on here for any other query you have.

Kind regards.

[Ilyas_Y]

Hey there @nannybarb, thanks for speaking with us today.

I know it's been a long journey and with everything happening I am glad that we have finally made progess.
I am also delighted that we were able to resolve the case raised and we have come to an agreement.
As always - reach out to us if you need anything.

Kind regards.