goslow
Alessandro Volta
Joined 12 years ago
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Re: Waiting for Wifi since May
The use of the 'Quick Start' kit assumes that you simply plug into a working connection and off you go. VM will typically start billing you shortly after the kit is delivered based on this assumption. If your 'Quick Start' connection does not work for some reason, VM classes this as a fault and so you become due for the higher compensation rate of £9.98 per day, two full working days after you report the problem to VM. You can also claim £31.19 per missed visit if VM says you have to be home and fails to give you at least 24 hours notice for cancelling. The higher rate of compensation (compared with the failed activation rate of £6.24) is offset against the fact that you are still expected to pay your monthly sub's even though you are not receiving a service (because you are deemed to have a fault). You should be eligible for the compo but we see regular topics on here where VM tries to dodge paying, or reduce the pay-out, by trying to blame others for the delays. VM's agents often try to put forward lesser 'goodwill' payments in lieu of the proper compensation amounts so be wary of this happening. You need to start keeping detailed notes and evidence of everything that happens while VM fails to remedy the problem. The notes and evidence are important because frequently the customer has to go to the ombudsman to get paid what is due as reported in many past topics on here. When you are discussing the issue with VM, you should refer to a total loss of service of your broadband (rather than calling it 'wi-fi') as that is only likely to cause further VM 'confusion'. A VM person should reply to your topic within a few days and may try to help.Re: Virgin media keep resolving complaints without any agreement or discussion from me
VM closing complaints without the customer knowing about it is routine If VM fails to resolve your issue, escalate to the ombudsman via the process and timescale below https://www.commsombudsman.org/our-process13Views1like0CommentsRe: Long ongoing outage, poor information
All you will ever get from VM is an estimate of the fix time. You should start making some backup plans in case an 8 July fix fails to materialise. Keep detailed records of all comm's as the compo starts 2 full working days after your total loss of service https://www.virginmedia.com/help/billing-and-payments/automatic-compensation15Views1like0CommentsRe: Hub 5 printer problems
We have seen past topics to do with printers where a factory reset of the printer is required followed by a setup from scratch with the new hub. Some printers offer a reset feature of network settings only. If you have a Hub 5, you may find the printer will connect if you temporarily turn off the 5GHz signal of the hub (for which you will need to log into the hub). The print quality of the password stickers on the Hub 5 is very poor and it is very easy to mix up characters e.g. Z and 2 etc. Try taking a photo of the sticker and zoom in to the image to see if you are mistyping any characters. The above are just generic suggestions based on past topics. If you provide more detailed info on what you have tried so far along with error messages etc. you may get some more specific help.32Views0likes1CommentRe: Hacked email account
Some starter suggestions here from VM https://www.virginmedia.com/help/security/why-is-my-virgin-media-email-hacked Have you re-used the email address and same password combination on any other online sites or services? I you have, you should be changing those to a unique password for each one, changing security questions for each service and enabling 2FA where it is available. A VM person should reply here, usually within a few days, and should help you regain control of the mailbox (if you still need it) or delete it if not.28Views1like0CommentsRe: Issues with connecting Hub to Garden Office
As per Adduxi, get the electrician back first of all to test the cable and confirm connection/continuity on all wire pairs. If you are minded to do any more testing yourself, this continuity tester is cheap and can be helpful for testing cables https://www.screwfix.com/p/philex-network-cable-tester/93219 It is a generic item which is rebadged by multiple suppliers so you may find the exact same thing cheaper elsewhere. It only tests end-to-end continuity but, in the case of electrician data cabling, that is a good first place to start if you have a cable fault.72Views0likes0CommentsRe: Lied to about EDF
Are you simply going back and forward with the regular support people to try to resolve this? Have you used VM's formal complaints process https://www.virginmedia.com/help/complaints with a view to escalating to the ombudsman? https://www.commsombudsman.org/our-process Sometimes the only way to a resolution is via the ombudsman.16Views0likes0CommentsRe: How are you supposed to downgrade your tv and broadband package online ?
This has had regular past mentions on here and the conclusion seems to be that you can make upgrades online but not downgrades. It would not really be in VM's own interests to offer you a simple and easy way to pay VM less money! If you want to downgrade your services, you need to engage with a VM sales agent who will do all they can to stop you from doing this as reported in regular topics on here.110Views2likes0CommentsRe: virgin.net to be cancelled again
AMW80 wrote: This is incredibly alarming, as I'm a virgin.net user and haven't received any communication to say that my virgin.net address is going to be closed Are you a VM broadband customer? If you are, and the virgin.net mailbox is associated with your VM broadband account, you can continue to use the mailbox at the moment.61Views1like0Comments