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Travis1983
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No broadband

Who do I contact when I've had no broadband for over a week?

I've contacted Virgin's messaging department and every day I am asked 'Is this still an issue?'. The person then says this will be resolved and a new person asked for my details the next day.

I rung the 0345 number and it just hung up.

Sent a complaint - no response.

Can someone please help???

 

 

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Z92
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Re: No broadband

If you have submitted a complaint, your issue can't be discussed by customer services or the forum until your complaint has been resolved by the complaints handling team. You need to give them 28 days to do this. 

Once 8 weeks have passed (or you have received a deadlock letter), you can escalate your complaint to CISAS https://www.cedr.com/consumer/cisas/

 

 

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Travis1983
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Re: No broadband

Hi there

So in short, I could have no internet for potentially a month?

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Z92
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Re: No broadband

They have upto 28 days to reply, they may reply more quickly. 

Customer services would normally send an engineer unless there's a local fault causing the problem, but once they see you have an outstanding complaint they typically want the complaint resolved first. 

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Travis1983
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Re: No broadband

The complaint was made as Customer Services would not send an engineer and I am solely reliant on it as I work from home.

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Z92
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Re: No broadband

Then you need to wait for the outcome of the complaint before you can proceed further. 

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Travis1983
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Re: No broadband

Can you make any suggestions about work commitments/ deadlines in the meantime as this could result in another conversation with my company?

I cannot stress enough the seriousness of this problem.

 

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Anonymous
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Message 8 of 31
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Re: No broadband


@Travis1983 wrote:

Can you make any suggestions about work commitments/ deadlines in the meantime as this could result in another conversation with my company?

I cannot stress enough the seriousness of this problem.

 


Why wouldn't they send an engineer?

Did you comply with all the troubleshooting steps?

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jpeg1
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Message 9 of 31
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Helpful Answer

Re: No broadband


@Travis1983 wrote:

Can you make any suggestions about work commitments/ deadlines in the meantime as this could result in another conversation with my company?

I cannot stress enough the seriousness of this problem.

 


If you are relying on broadband for work you can do one of two things:

1. You can get a 4G mobile data contract, which will cost about £20 a month for a large amount of data. It will serve you now, and as a backup for any future loss of connection.

2.  Virgin Media is a residential service and not intended for business use. You could cancel it and apply for a Virgin Business contract that has more suitable contract terms for your use. 

Travis1983
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Message 10 of 31
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Re: No broadband

I have spoken to different people daily and each time they have failed to send an engineer.

Each day I am asked if this I still an issue and when I reply 'Yes',  I do not get it resolved. 

I also tried troubleshooting guide and got to the last page to book engineer but received a error message. Is this a known issue

 

 

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