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davidleonard
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Service dropping in and out

Hi, I have been having with my virgin connections for months - have had 2 engineers out that blamed my local network. Now, currently on my second outage this week (NO TV, Broadband etc) apparently down 18th-29th Jan intermittently). I am at a bit of a loss on what to do... When the service is running, I have to wire into my modem as can't get any significant WiFi speed. My whole house is a 'Smart home' so nothing works. Also to cap it off - my bills are going up £3.50 a month and up to date for a service that doesn't really work and isn't reliable. Also this is Zone 2 London! 

As many people are at the moment, there are two of WFH and we need consistent speeds for our jobs. Currently tethering off 3G - thanks Virgin. 

Is anyone else experiencing anything similar? 

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Martin_N
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Message 2 of 12
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Re: Service dropping in and out

Hi davidleonard,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about the issue you've been having. 

 

I have taken a look on our side and I can see that there is an SNR fault reported in your area. 

 

The fault reference is: F008588140. 

 

The current estimated fix date is: 04 FEB 2021 15:00

 

^Martin

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davidleonard
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Re: Service dropping in and out

Thanks martin, do you know how I get this reflected in my bill? Best 

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Z92
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Re: Service dropping in and out


@davidleonard wrote:

Thanks martin, do you know how I get this reflected in my bill? Best 


Your bill won't be affected unless you have a complete loss of service. 

 

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davidleonard
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Re: Service dropping in and out

I have had a complete loss of service 

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Chris_W1
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Re: Service dropping in and out

HI davidleonard, thanks for the message, we have looked into this for you and can see that there are no area outages and everything is showing as green. You mentioned that the service was intermittent and this would not qualify as a complete loss of service. ^Chris

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davidleonard
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Re: Service dropping in and out

Area outages were 23rd Jan and 28th Jan... I can email you records from yourselves if you don't believe me.

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Z92
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Re: Service dropping in and out

Those are isolated incidents, compensation is offered after 2 full working days from registering the loss of service to us

Did you have 3 or more days of a full loss of service? 

 

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davidleonard
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Re: Service dropping in and out

You can refer to my first message. I have been having an intermittent service for months.

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Z92
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Message 10 of 12
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Re: Service dropping in and out

An intermittent service would not qualify as a complete loss of service. 

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