goslow
Alessandro Volta
Joined 12 years ago
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Re: No fibre for nearly a week now
A VM person should reply to your topic, usually within a few days, and might possibly be able to tell you more. The automated service status number 0800 561 0061 may also gives you updates. Any info you get from VM though is nothing more than an estimate. The estimated fix times may keep changing. Make sure you have phoned in and reported the outage to VM to be eligible for any compensation due https://www.virginmedia.com/help/billing-and-payments/automatic-compensation Keep detailed notes of everything to make sure you are paid the correct amount due.14Views0likes0CommentsRe: Damaged external fiber wires
Many have tried to circumvent/speed up the VM support process but very few have ever succeeded, based on many past topics on here. The support numbers 150 from a Virgin Media landline (free) or 0345 454 1111 from any other phone (call costs may apply) are the primary means to contact VM. Phoning in a fault should also start the clock ticking on any compensation which might be due (inc missed appointments), if applicable. https://www.virginmedia.com/help/billing-and-payments/automatic-compensation For a general fault (where the cause is not obvious) the automated service status number 0800 561 0061 is useful to check for any faults in your area and (if it acknowledges an outage) should also log a compensation claim AIUI. Endless topics on here (usually to do with installation problems) have described minimal communication between VM and its sub-contractors. If your connection went off yesterday afternoon and came back on this afternoon, that's about as good as it gets!20Views0likes0CommentsRe: Customer Service Confusion
After 2 months, 8 complaints and contact with the VM forum team it is certainly taking a long time to come to a conclusion. In post #1 you said you wanted to reduce your package but you don't seem to have stated what you want to reduce to in terms of services/price range (e.g. broadband, landline, TV etc.) nor what your present package/price is. If you outline what your future requirements are then you might get some suggestions from contributors on here. I have never used VM TV or mobile but others on here know about those services and may be able to make suggestions. VM rarely makes it easy to downgrade and reduce services and VM's pricing model is based on taking out bundles of services (for a bigger package discount).15Views0likes0CommentsRe: Cancellation since renewal offer not reasonable
If you have put in a cancellation, you might get a call back from VM's retention team (but no guarantee that will happen though). Having marketing options turned on in 'My VM' is recommended to allow such a call to take place. Any offers made tend to last only for the duration of the phone call and are gone later on if you ask to think about it and call back. To that end, it is worth checking out the pricing for any comparable service provider you intend to move to and having those costs at your fingertips. That way you will know if any offer VM comes up with is any good or not if you do get a VM call back.24Views1like0CommentsRe: No internet connection
Whilst being proactive is an excellent idea (in principle!), it makes absolutely no difference in the case of VM, unfortunately. The wheels of VM support grind in totally random ways, even when the customer has gone to great lengths to try to make things work more smoothly/better. If you saw someone poking around outside yesterday, the most likely explanation is that they have somehow disconnected you in the street cabinet. When I had a VM connection it used to happen every so often when tech's worked in the street cabinet. VM forum people on here usually take a few days to get to each topic. Even if they do respond sooner, I doubt it will change anything about your Friday booking.14Views0likes0CommentsRe: No internet connection
Green light shows you have power to the media converter. Red light shows an issue with the fibre optic connection to your home. Don't think there is much you can do about that other than wait for the VM tech. Keep notes of everything for the purposes of any compensation which might be due https://www.virginmedia.com/help/billing-and-payments/automatic-compensation79Views3likes0CommentsRe: Complaint about neighbours broadband cable installed right across my back garden
ade6 wrote: That is my neighbours private road and drive. It is all on the level from the pole to the rear of his house and would not have been a problem. The cable height would have been 3 times higher than the cable height over my garden. The installing engineer has just been lazy and thoughtless. Unfortunately it is not possible to judge any of these things based solely on your photos or Google Streetview images. Most people replying on here with be trying to either a) give you some legitimate technical reason to take VM to task for the installation or b) giving you a technical/practical reason why the cable might have been installed the way it has. If the distant pole was a quicker/easier/better option then, as per jpeg1, it is very likely that would have been chosen by the installers as that is what crops up on here time and again with unsatisfactory installation topics. The BID website says your postcode is served by XGS via PIA. For the fibre optic connections in my street/area, the fibre connections from an individual home come to the pole where they meet a Connectorised Block Terminal (CBT) and all the individual cables from each house plug in there. https://andysworld.org.uk/wp-content/uploads/2018/06/c508e88d214639cca31a8179c28fd9a0.jpg In the pic above, the box with the 8 covers is for fibre connections (styles and types vary). The poles in your photos appear very different to the ones on Streetview (which show horizontal arms and isolators at the top) so it is not possible to judge what is at the top of each pole. The distant pole in your photos does not show any obvious signs of CBT boxes and it does not appear (within the limitations of the photo) that any individual homes are served from that pole. It looks like it might be a mid span post taking the weight of the cables. Post up a photo of the top of the pole next to your home (where the offending cable is connected) to show what is up there. You may have some different arrangement, to the link above, for your neighbour's connection. If the post next to your home has the CBT boxes at the top, and the distant one has no CBT boxes, then that might explain why the post nearest to you was used.Re: Rude customer service
There could be lots of reasons why VM will not install in certain flats. Some of them might be administrative, some technical. We see regular topics on here where VM will not install at heights above first floor level when the cable runs externally. If the VM cable needs to run internally we have seen past issues where either VM is not interested (due to cost) or the freeholder/managing company does not grant permission. There have also been past topics where some flat owners have managed to get a connection because they live on the ground/first floor, and could get a cable run externally, but others above first floor could not get a connection. Hence you end up with a building where some flats are omitted but others are serviceable. There have also been past cases where the old cable TV companies originally installed cables across roofs to provide a service but VM now refuses roof access for safety reasons. This has also meant some existing customers could not get repairs to cables. The list of possibilities goes on and on. There is no particular reason why the sales people should know the reason that a particular address is not serviceable. All they know is it does not appear on their list. If you think that you can establish that a VM connection might be possible (and not prevented by things like the examples above) then VM does sometimes send spotters to check out locations but that seems to be a fairly hit and miss process as to whether anything happens or not and the customer in waiting has really had to push hard to engage VM to make it happen.30Views1like0Comments