humans

[johnmcniv]

That's the 2 hour mark now since I started this adventure and still no further forward to getting it fixed, actually no further forward to someone even contacting me back with a solution. does anyone have a direct link to an email address or a link to anyone that doesn't use watsapp. 

cheers for now

j

[johnmcniv]

I am going to lose the plot here, an hour I've been trying to reschedule an engineer to come out to fix an ongoing crap broadband strength at our property. we pay over £40 a month for about 8 channels. an engineer was organized for yesterday ay 8am till 1200 , and he never showed nor was there an email to tell us he wasn't coming. After trolling through page after page and finally getting to chat I then have to battle with "toni triage"?? really?? **bleep**..... i do not have watsapp so I cannot carry on a conversation to fix this. probably going to cancel this crap even if I get it fixed. terrible web site/service/customer care..... can someone with a heart beat and fingers that can type please help me?

[newapollo]

Hi @johnmcniv 

VM don't have direct to customer email links. You appointment may have been cancelled due to the royal funeral or a known llocal issue. When there are known local issues all faults are cancelled. -  the automated Service Status number  0800 561 0061 gives details of more local issues down to postcode level.

The majority of posts are answered here by fellow community members. It is not an instant messaging forum and can also take a few days for forum staff to pick up a post.

Replies from texting VM on 0753 305 1809 or speak to the team on WhatsApp on 0730 532 7112 also aren't instant, roughly around 4 - 6 hours at times, although agents will answer as qjuickly as possible. Telephone calls always take priority dependent upon staffing availability and call queues

You can contact the Faults team by calling 150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) 

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone.

It's generally best to call around 8am when lines first open and are least busy.

[johnmcniv]

thanks dave for getting back to me, 

well you'll be surprised to know ( I'm not) that that didn't work, I pressed 2 and waited to hear all the options that I ignored,I got the link and when I clicked on it it goes to virgin media help and support page which I've been on a zillion times.... not placed in a queue to speak with someone. 

the saga continues........

[johnmcniv]

so if my appointment was cancelled yesterday which I'm assuming it was all I want to do is reschedule another one, but I need to chat with someone to do this. i don't have watsapp so how can I do this?... Man....... this is a great way to spend a day off going round and round and round.....so frustrating Dave.

john 

[jbrennand]

Is 0800 561 0061 reporting a known fault?

If it is Tech visits are all auto-cancelled

[Zach_R]

Hi @johnmcniv,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm very sorry to hear that you've been experiencing some problems with your services recently. I've checked things on our systems for you, and currently I'm unable to detect any faults on your line to explain why you're facing these problems. Are they ongoing today for you?

If they are ongoing today, can you expand on the nature of your broadband issues? Can you also confirm that troubleshooting and diagnostics you've performed thus far in an effort to alleviate the matter?

Thanks,
 

[johnmcniv]

Hi Zach 

Thanks for getting back in touch with me. I hear these diagnostics a lot from virgin ..... "we are unable to find any faults" belive me there are faults. the signal strength is very weak. I will attach a screenshot showing them.  i spoke on the chat with a Ravi, and he organised an engineer to come to the house and replace the box, this was on the Monday of the queen's funeral and he never showed. So all I want to do is rearrange for an engineer to come out again. this seems to be an impossibility with the website. to give you an idea.... i don't get stv, channel 4 channel 5, or any of the other channels attached to these ones like e4 itv plus 1 etc........

So I have about 80% of the channels missing.

I hope you can send a link to an actual human or a link to re arrange a visit from an engineer.

Thank you for your time.

john  

so the photo of the screenshot is to big to send but this is what it says

programmes27 522000

programmes 31 554000

programmes 32 562000

programmes 37 602000

[Paul_DN]

Hi johnmcniv,

Thank you for reaching back out, apologies that your technician appointment was cancelled if necessary I will be more than happy to invite you into a private chat and arrange this for you, I have ran further checks and still cannot fin any issues or see what was picked up previously, before we go any further please can you check all internal connections are hand tight, once done just to rule our any issues which haven't been detected and because you haven't done a reboot in 20 days please perform a pin reset, push a pin/ paper clip in the reset hole, it is important that it is held in for a timed 1 Minute, please allow 15 minutes to settle afterwards.
Please note if you have changed the Router password or any settings these will revert back to factory settings and will need changing back if needed.
Regards
Paul. 

[johnmcniv]

thanks for your response, we've done all that you've suggested above and now we don't have BBC channels either. no router passwords have been changed. 

We are now looking at Sky bundles and are only £1 more a month. if I don't want sky sports it's half what we pay Virgin a month £26. I would very much like to have a private chat just to rearrange another engineer. He would see if he came out that there is a clear problem. This happens more when it's bad weather like today, it's windy and raining heavily.

so Netflix it is. 

apologies for not getting back to you sooner as I work away on the roads in a truck and not been near the lap top. 

looking forward to hearing from you re chat.

john