Service outage

2 Topics

Service outages on 150+ days in 14 months - is this normal?
Hi all, I am really hoping anyone can advise me what to do or has experienced similar issues (though I wouldn't wish this on anyone). I have had fibre with this utterly useless company since September 2023. I have experienced more service outages than I ever imagined to be possible in the last 14 months. Some days it doesn't work for a few minutes, other days its hours (1-14, the sky's the limit with them) and when it's especially bad it can them them days to fix this. Yes, DAYS. They keep sending their stupid update texts saying it is now fixed bla bla bla, but it obviously never is. At this point I believe it is an area issue that will not get solved anytime soon, if ever. I want to leave my contract, which ends end of March 2025 and have sent them a long complaint via email. Got a lovely AI response claiming the issue was fixed. Nope, it was not. Neither did they respond to my request to end this contract by the end of the year nor did they mention my request for compensation. I spoke to them on the chat today where all my questions were basically ignored. Getting hold of them on the phone is mission impossible. Has anyone had similar issues and can tell me how they went about it and what the outcome was? The thought of being with them for another 4 months is unbearable to me. Performing my job from home has become a real challenge and I don't get how they can get away with this. Thank you all in advance! Best, Ted
TheNiceBear
7 months ago Place Networking and WiFi
1.8KViews
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Complaints ignored - Escalation Letter?
Hi, There is a lot to this, I will try to keep it brief where possible. I was completely without internet for over 4 weeks just over a year ago. I called numerous times for updates, also numerous texts from Virgin saying it would be fixed the next day. All the staff I spoke to were good and as helpful as they could be. I was working from home during this time, so I had to spend money to connect hotspots, so being without internet did cost me money. Stupidly during this time my contract expired and I renewed. I was told on the phone that I would automatically receive compensation, I didn't need to do anything. Some months later Virgin increased my bill by 25%. I left it some time, thinking they'd need to calculate the amount owed, then called to enquire where my compensation was. I was told this would be escalated to a complaint, I asked to only be contacted by email. I received a copy/paste reply offering me "30GBPS". I replied and said the amount is £9.33 a day after 2 days, I was off 4 weeks, which was acknowledged by Virgin at the time of the fault. Received a further copy/paste reply, with a few rude comments and just stuff they'd made up, such as telling me I needed to contact them to arrange compensation (Automatic Compensation Scheme?). They upped their offer to "35GBPS", despite admitting they had me down as being off for 12 days, and me providing evidence it was really over 4 weeks. I replied and said that they were not being honest. I read on the OFCOM website that I needed a deadlock letter from Virgin to escalate this. I requested this letter to be sent. Heard nothing, sent a further email and still nothing. I then decided I should probably raise a further complaint, I've heard nothing at all from that complaint. I've now sent them an email giving 14 days to respond or I will contact OFCOM. I'll be honest, if my bill had just stayed at the original agreed amount, I probably wouldn't have pursued this. I guess I just need some advice please. Has anybody had similar long periods with internet? Did Virgin pay compensation? Or did they lie and label it as "intermittent" like mine? Can I get OFCOM or anybody else to provide any help to get this resolved? If all else fails, is there any way I can cancel my contract due to this and switch to another provider?
Solved
scottm88
2 years ago Place Networking and WiFi
1.7KViews
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8Comments