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No Internet not resolving complaints

Joining in

So here goes with the issue, virgin, it's totally virgin.. we have been having speed issues for around two months now. First engineer couldn't find anything but second found the light was too bright (can't have been in the call centre) so needed a network engineer to come out to the box. After poor speeds of 5mb for days and total outages we finally speak to 3 other handlers trying to get a resolution and another engineer is booked. He turns up at the house not the box, checks the same as last guys did and says you need an engineer to the box. Throughout all the calls we have raised 11 complaints excessive I know but given we work from home and the lack of any sort of service from Virgin a requirement if you ask me. First complaints nearly 6 weeks ago auto compensation for no Internet, second complaint just closed, third complaint also just closed because and I dont kid, they offered tech support.


The lack of customer service and Internet has caused me lots of stress calling their call centre I've not slept because it effects my work and my customers and Virgin don't care. I was promised again yesterday a callback from networks, you can imagine what happened there..  yup nothing, they lie and ignore clients comments and requirements. I can't explain the frustrations I'm facing and you can't get hold of anyone in thr uk to speak too and it's always the same. I HATE that we changed and HATE virgins customer service and attitude towards customers


Very Insightful Person
Very Insightful Person
First thing to say is that a VM Residential package has no SLA. To get that with its guaranteed fix times you need to be on a Business package (you have "customers"?).

That said.... can we look at the connection details and see if there are clues to the issues in there - so can you do this.....

First check for known faults. try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum) which covers large geographic area issues

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.


Post up your Hub/network connection details and someone will check to see if there is a problem there.  In your browser’s URL box type in (or - if in modem mode) (DONT click these links) - and hit return.
If you have a Hub4 or 5 then login on the first page up. If you have an SH2 or Hub3 - dont log i just click on the “router status” icon/text at bottom-middle (Hub3) or top/right (SH’s) of the Login page.
Then Navigate to these “data pages” and just copy/paste the normal “Formatted Text” (not images) 3 FULL sets of data onto here – 2 tables from the Downstream, 2 from the Upstream, & the Network Logs page. Don't worry too much about the formatting it can be easily read & DON’T include personal data or MAC addresses - blank them out - if you copy/paste the data, the board software will do this for you (you may need to click the "submit" button again). If character limits are “exceeded” - just do two posts
Also, If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. 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 then click OK


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.