virgin tests indicate there is a technical issue and at one point having miraculously got through to customer service I was told someone would contact me within 48 hours, however this never occurred.
Are those tests the online ones, or on the 150 IVR? Quite why C/S said someone would contact you back, is at best strange. With the description you've given on this forum, the correct outcome would have either been a replacement box or (more likely) an engineer visit. "Someone will call you back" sounds horribly like that agent was stuck about what to do.
Have been a customer for over 20 years , but if the issue isn’t resolved will be changing supplier.
Talking to someone in customer service, the waiting time is unacceptable, even in these unprecedented times.
VM have had a huge increase in C/S queues, and the waiting times have been repeatedly raised as an issue - but I appreciate this doesn't help you.
There is currently a wait of upto a week for VM staff to respond on here, so I would suggest you try calling faults one last time - morning or mid-afternoon are apparently better at the moment. Or you can try the text message service - 07533 051809, but this isn't an immediate service.
I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks