I have had an intermittent service since I joined (January) and it has got worse since April. Having reported this numerous times and having been.promised it would be resolved on numerous dates the helpline finally said tomorrow (19th August) it would be resolved. The number they gave me.to check the fault states there is.no fault and the helpline to talk to someone or leave Virgin is closed!
Has anyone found a reliable way to escalate a complaint or leave Virgin with a refund. Next step Ofcom and ombudsman but any help would be welcome.
Lets check your system first and see if it points to an outside problem.
Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.
Post a link to your BQM on here.
Instructions for posting BQM Link
Under your BQM graph are two links in red.
Click the lower link (Share Live Graph) then click generate.
Copy the text in the Direct Link box, beware, there may be more text than you can see.
On here click the Link icon (2 links chain to the left of the camera icon)
In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.
Can you please
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.
Excellent advice as ever from @MikeRobbo and I'd encourage you to follow it.
If you're after a refund or compensation in respect of months of poor service (and/or release from contract without penalty) then you will almost certainly have to raise a formal complaint with VM requesting the outcome you want. If that doesn't give the outcome you want, then after eight weeks you can escalate to the industry arbitration scheme, CISAS, who operate in a very similar way to Ombudsman Services. The outcomes from a well prepared complaint to CISAS are very favourable for customers, but as you need to have a formal complaint with VM and have given them eight weeks to resolve it, this process is slow. It is also expensive for VM, because regardless of the outcome, the company incur the case fees, which I reckon to be around £150 if the company concede or compromise immediately they are notified that CISAS accept the complaint, and as much as £400-600 for a complaint that goes through the full CISAS adjudication process. Search read and follow the Virgin Media Consumer Complaints Code of Practice.
I've also flagged your post for the forum staff, in the hope that they can investigate and reach an amicable outcome, because that's quicker, easier and cheaper for both you and the company.
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