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Speeds of 0.01 Mbs

Tuning in

Dear Internet Service Provider,

I am writing to express my frustration and disappointment with the service I have received from your company. The internet has been either out or experiencing reduced speeds since November 20th. This has caused significant disruption to my daily life and work, as I rely on the internet for a variety of tasks and responsibilities.

I have had three different engineers visit my property to try and resolve the issue, but each time they have been unable to do so and have stated that the cable needs to be re-pulled.

On November 25th, the first engineer came to my house and spent one hour replacing the router. On December 7th, the second engineer, with a tech ID of 55593, replaced the router, tested the signal strength within the property, and replaced all items inside the house. He tested the internet speed and saw a rate of 0.01 Mbs, which he said was the slowest he had ever seen. He removed the router and tested the speed using a device provided by Virgin, and saw similar results.

The third engineer, Mohsin, visited on Tuesday, December 13th. He tested the signal strength and internet speed from outside the property and saw a speed of 0.1 Mbs. He then went next door to see if the neighbour had a similar issue or if their connection was stable. After testing the neighbour's connection, he said the issue was solely with the cable external to my house. He said that Virgin would get an external contractor, Kelly's Communications, to pull the cable, but he mentioned that as we are in a flat and the wire is on our balcony, we would need to be present when they came.

I was told that the engineers who were going to pull the cable would be attending on December 14th (but this was rescheduled via text message to the 15th), 15th ( again this was rescheduled to the 16th), and 16th (The engineer failed to show), but they did not show up on any of those days. This has caused additional inconvenience and stress, as I have had to rearrange my schedule and take time off work to be available for their visits. I have now been told that they will be attending today, December 17th, but as yet they have not arrived and as it is now 5:30pm I am assuming they are not going to arrive.

I called the payments department and asked if I could get a reduction in this month's bill due to the issues with the internet connection. However, I was told by Bushpa that this could not be addressed until the connectivity issue was resolved. I find this unacceptable and a show of poor customer service. I am paying for a service that I have not been able to fully utilize for over a month, and I believe that I should be compensated for this. I expect better from a company like yours, and I hope this issue can be resolved as soon as possible.

I would appreciate a response to this complaint and an update on when the issue is expected to be fixed. In the meantime, I hope that steps can be taken to improve the customer service experience and ensure that issues like this are handled in a more timely and satisfactory manner.




Forum Team
Forum Team

Hi mleipper,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issue with your broadband service. 

I have located your account on our side and it looks as though the team have been in touch regarding this. 

Is this now resolved?


Hi Martin, 

Sadly the issue is still yet to be resolved. I'm we're awaiting a cable repull, however, no one has contacted me to tell me that they're at the property. I keep trying to tell your people on the phone that although the cable is external to the property it runs along the rear of the building and at height (3 stories)  and as such, they will need access to the balcony of the flat to get to the wire. 

Tuning in

I spoke with Braneeth about this today at approx 13:50 pm ref 116912-20329. He called up Kellys and they stated that they would be in contact within 48 hours. 

He also acknowledged that there is a total loss of service and has been since the 25th of November the date of the initial engineer appointment. 


Hi mleipper, 

Thanks for coming back to us on this. We're happy to hear that someone has been in touch with some further information for you. 

Usually repulls can take between 8-10 weeks to organise and complete and when there is the added complication of working at height, it could be delayed further. The teams will however we working as quickly as they can to get things sorted for you. 

Please keep us updated on how things go and if you need any updates, pop back and we can check things for you. 

Many thanks, 

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

8 - 10 weeks for a repull that's a long time at the compensation rate of £8 a day for the total loss of service that would equate to virgin owing me £560 for just the period of waiting for a repull and then adding in the additional 30 days that I had to stay with no service brings this figure up to £800. Let's hope its sooner rather than later as at that rate it looks like it's going to be rather costly. 

Hi there @mleipper


I am so sorry to hear that this has happened and you have faced these issues. 


Have you heard back from the Kelly's team in regards to this? 


Thanks again

HI @Ashleigh_c 

Kelly's has not been in contact with me at all. 

The only communication I've had on this issue is when I've rung Virgin's customer service team directly. This is something that I've been doing nearly daily and it makes me understand why people end up choosing to get divorced.

The last contact I had with a member of Virgin's team was with a member of the social media team named Ryan who promised that the AFM would call me on my mobile by the first week of January. This chat with Ryan occurred on the 23rd of December. I'm hoping that the AFM will call me and I won't have to chase this up, however, as with every other promised callback I'm not holding my breath. 

Kind regards 





Hi @mleipper thanks for your reply - sorry to hear this.

Okay thank you, we here over on the Community Forums also manage the social media accounts so Ryan is a part of our team here too.

I'm confident with this in mind that the call back will happen, although I can appreciate your faith is low at the moment given what's happened.

If the call back doesn't happen however (although I'm sure this won't be the case), please don't hesitate to let us know. 

Many thanks


@Tom_W1 wrote:


I'm confident with this in mind that the call back will happen, although I can appreciate your faith is low at the moment given what's happened.

If the call back doesn't happen however (although I'm sure this won't be the case), please don't hesitate to let us know. 

Many thanks

Tom, seriously, how long have you been doing this job? Now you must know that call backs, hardly ever actually happen, so why on earth are you putting your reputation on the line by promising it*, your confidence is touching, but alas with such an attitude, you are going to be bitterly disappointed in life!

So tell me WHEN this guaranteed call back doesn't happen (and it won't - well unless a lot of people decide it is worth their time to simply prove me wrong and make it happen just to prove a point, although that does beg the question regarding all the other posters who claim they were promised a call back and it never happened), will you respond back on this thread, or possibly will you just forget about it and never post on here again?

Ever thought you might be in the wrong job?

* OK has there been a staff meeting, or some kind of memo, did Kai tell you all to be more positive? Fair enough if so, but, believe me, there are ways and means of technically following the company directives without putting your head above the parapet to be shot off! And I promise you some of us on here are more than capable of metaphorically shooting all your heads off, calling you out for lying to customers, etc. Need I go on...?