Virgin Media Community

[lbrierley]

Broadband has been poor for 10 weeks now. More often than not I can’t even report this as (like today) I get stopped online when taken through the questions by a page that says “Sorry, we can’t run a test on your services right now”….. such poor service and still no broadband.

[japitts]

Can you expand a little, on what you mean by "no broadband" or "poor broadband"? And is this happening on both wired & wireless connections?

1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlying issues.

[lbrierley]

Thanks JA Pitts

Virgin have just told me I will not get broadband back for 4 more days making 8 in total. They said that because there is an outage in the area I cannot cancel my contract with them without paying more than £200. How is this legal within the trading standard law? I thought that if you had paid for a service that a disreputable company are failing to provide then they are breaking the terms of the contract?

[japitts]

The T&Cs do allow for faults and certainly don't guarantee a 24x7x365 service.

Make sure you have registered your loss of service for the purposes of the automatic compensation scheme. Familiarise yourself with the detail on the page below.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation