Service Blackouts

[Bigadd80]

Recently moved into a new property in April which had Virgin installed in by the previous owner. Decided to continue with the same provider. First few weeks, no issues, steady internet, no blackouts, etc. Then we started getting blackouts of service where it would go off for hours, at various times of night and day. Resetting the hub did not improve this, nor did customer services sending signals to the hub. An engineer was sent around and advised that the connectors were all rusty and was the reason for poor service. He then advised he would book a repull of the cable from the road to the property which should get me the speeds and service that i am paying for. Unbelievably i had to wait three weeks for the repull. It seems that if you are getting some service, regardless of what you are paying for, you are not a priority. I get my text to say that the repull will take place on the 14th August, and that i do not need to be in the property. 14th comes and goes, no show. Call customer services, no explanation as to why they never turned up, and have now had a revised date of the 28th for the repull. This is five weeks after it was first requested. Customer services are shockingly bad, just fob you off to get you off the phone. Promised a credit for the poor service, still not hot snything. Anybody else had the same issue, and if so was it resolved?

[Cardiffman282]

Raise a formal written complaint and start monitoring the quality of your connection. Links are below. 

[Kath_F]

Hi Bigadd80, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having issues with the services. Where a repull is needed, due to the nature of the work, it can take up to 8 weeks to resolve. Depending on your location, there may be further delays as we need to apply for permits and in some cases, things like traffic calming measures. 

The teams will be working as quickly as they can to get things sorted and once resolved, the account will automatically be assessed to see if any automatic compensation is payable. You can read more on this here.

Keep us posted on how things go and if you need further help, pop back and let us know. 

Thanks,