Non existent broadband in sw2 for over a week

[Kevinsw2]

Since around the 21st of December we’ve had intermittent service. Wi-Fi drops in and out all the time, nothing will stream and takes an age to even load a webpage. Following on from a month of terrible service in November it is getting frustrating and with my wife and I back to work on the 3rd it’s going to be impossible to do any work. Even our Alexas have stopped working!!  

when I’ve done speed test the download speed is good when it locks on, which seems to take longer than usual but the upload speed is always 0.03/4??? I’ve tried all the usual tricks resetting, turning on and off router, etc etc. nothing works! 

what’s going on in London SW2 and why so many issues over the last few month?? 
 

[Tudor]

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Steven_L]

Hey Kevinsw2,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your connection. How has your connection been running since you last posted?

Kind Regards,

Steven_L

[Kevinsw2]

Still rubbish. Having read into some of the issues others are facing it’s the upload and latency speed that are terrible and have been since pre Xmas. Starting back work tomorrow is going to be almost impossible without internet. 

There’s been issues on and off since early November and it’s simply not good enough we rely on the internet for both running a household and our jobs! 

assuming you know what the issue is (you should by now) when will it be fixed? I cant be the only one in the area, but I also can’t speak to anyone on the phone at virgin to discuss directly as you get stuck in the ‘we’re working hard to fix your issue’ loop by calling in and no one at the end of the phone!! 

after chatting to G network I can get a new, faster line installed for less money in 48hrs.

will it be fixed by then or should I cancel and move on? 

[Kevinsw2]

Also is it possible for you to give me a number where I can discuss our bills with a real human. When I did speak to someone in November about another issues they said that our bills would be adjusted for the amount of days we didn’t receive suitable service. That Issue was reported in the 15th November and you sent a message saying it was fixed on the 9th of December, but our bills remain the same. This time round we have haven't useable internet since the 21st December so I except this to be reflected on my next bill. Our jobs will be impacted today as we can’t access even basic web pages let alone video calls and online tasks so I would also like to discuss compensation for this as well. Thanks Kevin 

[jpeg1]

Virgin will only give compensation at the statutory levels, for a complete loss of connection. I don't understand why you are waiting. Give VM your 30 days notice and sign up with G right away. 

[Adri_G]

Hey Kevinsw2, thank you for all your posts and replies so far on our help forum and this thread.

We're sorry to see your broadband issues have been ongoing, we'd love to help out if the connection/performance has not improved.
Could you please update us on the status of this as well as the area network status here so we can advise more?

Also, in regard to our compensation due to service loss you may visit this page for more details on how this works.
Have you received any more bills after the communication you had with our agent about the time your service was down?

Do let us know of the above and we'll do our best to assist you.

[Kevinsw2]

Hi Adi, 

As of yesterday we have slightly better performing internet. The download speed seems to be more consistent since about 3pm yesterday but a quick test show the upload speed at 0.02Mbps, so still not 100% and is effecting outgoing comms such as calls and uploads (emails, messages etc etc) as it has done all the way through this problem the Virgin service checker has said everything is fine so that isn't a good source of information.

We have had normal bills through November and December, with no credit or adjustments made. We reported an issue to you on the 15th November and this was fixed on the 9th of December, i have your texts to confirm this. So that is 24days at £8.40p/d = £201.60 and the latest issue ran from the 21st December until today (5th of jan) although not a completely stable connection still yet. That is 16 days at £8.40 = £134.40. I look forward to that being credited to my bill/account in January ASAP.

Rather than go backwards and forward on here, i'd love to speak to someone with some authority to make this right, can you make that happen?

Cheers

Kevin

[Kevinsw2]

Wi-Fi is poor AGAIN. Someone from Virgin could you please get in touch this is past acceptable now. 

[Ayisha_B]

Hi @Kevinsw2,

I am so sorry you've been having ongoing issues with your service. 

I have taken a look at our systems for you and can see there is a Signal to Noise Ratio outage currently impacting you. As a result, you might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

The estimated time of fix is 12 JAN 2023 09:00.

In regards to compensation, this is automatically assessed as per our Auto Compensation Scheme - you will be eligible for bill credit if you experience a total loss of service which exceeds 2 full days. 

Thank you