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2 years of appalling service since I joined and now significantly worse. any suggestions?

The system went down again. This is 6 times in 4 weeks, often for days at a time. It is unacceptable. It rules out tv, phone and internet. Regrettably, my mobile is also virgin-based so that limps along as well... The system was fairly useless before covid lockdown with numerous glitches and a very poor connection speed-  and now the strain of providing a reliable service during a crisis is demonstrating that Virgin's proffered "explanations" and promises of a better service over the last few years were simply vaccilation and deceit. I welcome feedback and appropriate refunds for the general failure that has been ongoing almost since I adopted the service. I have registered complaint after complaint and Virgin have responded with vagueness or haughtiness as well as a complete inability to keep accurate records of previous conversations. I believe it is time for them to get their act together. Simply exhausting.  Prof Tim Wilson

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Alessandro Volta
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Re: 2 years of appalling service since I joined and now significantly worse. any suggestions?

There’s a national outage at the moment.

It’ll likely be on and off for a while. 


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Re: 2 years of appalling service since I joined and now significantly worse. any suggestions?

I understand the issue of a national outage (specific to virgin or across all providers?), but my appalling service has been going on for 2 years. It has now got significantly worse, dropping out at least every week for a day or more at a time. It seems astonishing that a company can take payment for this sort of service for 2 years and keep up the pretence that it will improve when Openreach fixes the cabling- but of course that has never quite happened and now we are in a crisis and lockdown when the system is required even more.

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Re: 2 years of appalling service since I joined and now significantly worse. any suggestions?

(specific to virgin or across all providers?)
up for debate depending on who you ask 😛

 

pretence that it will improve when Openreach fixes the cabling

what does openreach have to do with anything here?

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Re: 2 years of appalling service since I joined and now significantly worse. any suggestions?

I would love to hear of others who are in this situation, either with an ongoing service that has been substandard since installation or who are experiencing outages at the moment because of the "national outage" -how often and for what length of time? Please contact and provide details if you can.

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Re: 2 years of appalling service since I joined and now significantly worse. any suggestions?

I am told by various Virgin agents with whom I have spoken that Openreach and BT have provided the initial poor quality cabling and that virgin simple fix their cables to that and deliver the service to the door. I can literally see the green connection box from my front door.

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Alessandro Volta
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Re: 2 years of appalling service since I joined and now significantly worse. any suggestions?

We’re not aware of your 2 years of issues since you’ve only joined and posted today.

And what does Openreach have to do with Virgins core?


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Re: 2 years of appalling service since I joined and now significantly worse. any suggestions?

**bleep**.
VM use there own network they so not use any of BT/Openreach network

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Re: 2 years of appalling service since I joined and now significantly worse. any suggestions?

LOL Virgin use their own cabling and infrastructure not Openreach’s


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Re: 2 years of appalling service since I joined and now significantly worse. any suggestions?

then that simple doubles the deceit that has been peddled to me over the years. I am astonished. very happy to go public with this in fact.

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