bad experience of customer service
I'm writing to express my frustration regarding the poor customer service I've experienced not only over the past few days but also consistently over the last couple of years. Each Time I've contacted customer service to speak with a manager about on-going issues, I'm told that no managers are available. Frankly, this seems very unlikely and quite unacceptable. At present, we've had no internet or TV services for the past three days. An Engineer visited and confirmed the issue requires the Networking Team to repull a cable. He also stated this should be a straightforward fix - the cable simply needs to be attached to the wall, with no roadworks required. This is a brand new cable that has been broken and has only lasted 11 months. However, I've now been told we'll need to wait until the 29th for this issue to be resolved. Frankly, that is incredibly disappointing and deeply frustrating, being without service for two weeks is not something we can manage- this isn't just an inconvenience, its a major disruption to our daily lives. To add to this, the engineer has apparently attended site and nobody answered. However I have been in the house all day waiting for the Engineer. I have two children, and one of them has special needs. We rely on a stable internet connection to maintain her strict routine and access essential support services that help her manage day-to-day. Without it, we're left struggling- this situation is placing unnecessary stress on our family and affecting her well-being. I would appreciate it if this matter could be escalated and resolved as soon as possible please.VM Hub 5x flashing red light
Had 1 gig fibre for a few months now, every now and again the internet goes down and a reset normally fixes it. Came home from work to no internet and the hub flashing red, and after 4 hours of messing with it, I'm still without any connection. Followed the guidance through through the my VM app, and ended up stuck in a loop where it said my Hub wasn't connected correctly, so I would carry out the steps it said, only to be told it wasn't connected correctly and to do it all again - I foolishly did this 4 times... to no avail. Tried ringing customer service on 3 occasions, ended up stuck in a loop again, with the automated service saying the same thing over and over, saying I'll get a message if I have any more problems - I never did. Opened various chats in the 'message us' section, no one ever responded. Sent in a WhatsApp, no one responded. It's almost like VM don't want their paying customers contacting them, and make it impossible to do so. So now I'm stuck with no internet, having only gone with VM for quicker connection for Sky Glass, and I work from home a lot too. Firstly, send an engineer to fix my internet, and secondly, make it easier for customers to contact you in times of need please VM. Matt.TV & Internet going down
Hello, Over the last couple of days my internet and tv have been going down intermittently in the afternoon. Sometimes for a few seconds, sometimes for 5 or 10 minutes. I haven't been notified of any repairs going on in my area so I'm not sure if it's just me. Just thought I'd let you know in case I get cut off again. Thanks, SantoshNew Hub 3 - can connect to hub, but not to internet
Hello, I have a new Hub 3 set up. I'm able to connect my devices to it but it's not connecting to the internet - on all devices it says connected, no internet access. The light is a solid white (more of a pinkish-white but I don't think it's red) power light at the bottom, no other lights. I've called Virgin Media on every help line and I can't reach a human. The only advice I've received is reset or turn it off and on again, which I've done several times and it's not fixed it. Can I get some actual help, ASAP? Alternatively can someone help me get a technician here to fix this, because the website is not letting me book it (it's not detecting any problems even though there are). Thank you.Loss of Service in NW6
It's been nearly 48 hours since internet has failed in the postcode NW6 6LN. VM claimed to have solved the issue last night but internet is still not back on - despite switching off/resetting the router several times. Online service status no longer records an issue, even though internet is clearly still not working. We have an engineer booked for Thursday but cannot wait that long without internet. I have tried calling repeatledly but each time I have been automatically disconnected and fobbed off with an SMS claiming to provide next steps through a weblink that turns out to be expired. This is unacceptable service. Can someone please confirm asap whether the issue is still an area-wide issue and is being looked into, and provide a timeframe for resolution? My contract with VM is up in a couple of weeks and at this rate I will not be renewing it due to the price increase and poor service. Thank you.Wifi booster/pod
Hi, I've recently changed from Sky to Virgin Media and have the mega fast 1.1gb internet package. However, my devices upstairs in my house only pick up 70% wifi strength and are running at 150mbs so no where near the max speed. I want to order a booster or pod to increase the wifi strength upstairs but don't seem to be able to do this from any of the virgin apps. Can someone tell me how best to order one please.No service for 3 weeks
F011698602 Had absolutely no internet, TV or phone for 3 weeks now. We have identified the problem and an engineer is on their way... where's he coming from? Absolutely useless customer service on the phone, just gives me same info as text updates, the repair just keeps getting delayed by 3 or 4 days all the time. It's like living in the dark ages! Plz someone get my net back!Device connects to WiFi but not Internet? Hub 4
I’ve got a new Roberts Revival radio that I can connect to our Virgin Hub 4, but despite connecting to the WiFi network, the device seems to not be able to connect to the internet. This is isolated to this one device, all other devices connect to the Virgin WiFi and internet perfectly fine and I’ve never had this issue with any other device so unsure what could be going wrong. The device is able to connect to the internet fine when I use my local iPhone hotspot WiFi, or connect to one of our BT WiFi extender discs so assuming it’s something specific to the way in which the device is interacting with the Hub but can’t for the life of me work out what might be going wrong! Any advice would be much appreciated, I’m very much a rookie at diagnosing with WiFi and internet network issues.Engineer didn't turn up! :o(
Sorry but I have a complaint... I had an engineer booked yesterday (Sat 8th) between 4 and 7. I was out before hand and had a missed call from my neighbour at 2pm. When I called her back she said there was a VM engineer that turned up... 2 hours early! He told her he would return at around 4. I was annoyed he came early but didn't think anything too much of it as he said he was going to return a bit later. 4pm came and went and 7pm came and went, no engineer. I'm really cross with this as he was meant to fix missing TV channels on my newly 'upgraded' V360 box. I've had to rebook another engineer next Saturday (15th) same time. I tried to call 150 but couldn't get through to anyone. What is going on with Virgin Media!! I've also had a new router installed, hub 5. I've had internet teething problems since but I'm now thinking this could be an external problem. Unbelievable.
