Repair date moved 8 times
Hi. I've had no Internet or very patchy connection that only lasts a few minutes since May 3rd. I've signed up for repair updates as its a problem in the area. They have moved the repair date 8 times. I've contacted chat help who have told me it won't be moved but it gets moved again. New date went from the 15th to the 20th. That's over two weeks. What is going on? Can someone actually help?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.Network issues still unresolved with no communication
How do you get an update on what VM is doing to solve network issues? in January there was a broader issue in our area where all of virgin media went out for a couple of days. Ever since then we have had nothing but network issues specific to our Internet, including latency spikes and drop packages to a point where the Internet will just stop working for periods of time. The virgin media website assessment tool also shows that this network intermittent signal issues related to our area all the time when you run it, but then says there’s no known issues in the area. After five engineer visits and then a complete replacement of all items from virgin media to our home, the last engineer spent an hour in the box on the street and worked out that there were numerous issues related still to the network. He was escalating the issue to the network team. That was well over a week and a half ago and still we are having the same issues and there’s absolutely no way to contact anyone at virgin media. To make the situation even more frustrating you can’t even raise a complaint on the virgin media website because that functionality doesn’t work. Short of simply changing providers which also includes television services how else are you meant to progress with this situation?5x hub flashing red
Hi all Got setup with the 1gig deal about a month ago and since Friday I've had no connection. Had an engineer callout today which did fix the issue until about 10pm where the router has gone back to flashing red with no hint of a connection. Tried factory reset but still getting the blinking red light. Tried to raise a complaint but their webpage says there's something wrong with the site. Absolute joke and feel a bit foolish for actually thinking this would just work. Any advice as to what to do next or how to get it fixed?You have a bug in your systems that it's not allowing us to get an engineer and get internet
We’ve been waiting for internet for over a month now, and we believe you have a system’s massive bug that has left us stuck in an endless loop. We moved to our new house at the end of November. The external work was completed, and everything seemed fine. We were told the next step was to install it inside, and we were given a date. But every time that date gets pushed back. Your system doesn’t seem to register that the external work is done, so the installation keeps getting delayed. When we call, we’re told the outside work isn’t complete, only for another technician to come out and confirm that it is. This has happened multiple times now. We get a new installation date, only to receive another message pushing it back again because their system still thinks external work is needed. We’ve called them around 20 times, each call lasting at least 45 minutes (and sorry but with broken english from your end). Either their system has a serious bug, or we’re just being treated terribly. On top of that, we’re being told we can’t leave without paying a fee and we work from home...I've just wanted internet.Wish to raise a compliant regarding VM treating their customers like idiots!
Last Friday my broadband service failed completely. Hub 5 went into a loop showing solid white light, flashing white light, flashing blue light and then flashing yellow light (not necessarily in that order). Its still doing that 4 days later. Have tried the +60 second pinhole reset and this did nothing, indeed, it didn't reset the hub as its not recognising the password on the hub itself. Service status said fault in area, engineer on his way(!) and will be fixed by tea time Saturday. No neighbours reporting problem - one said they lost broadband for 15 minutes at the same time mine went down but then it came back on again. Next update arrived on Saturday saying engineer was on his way and problem will be fixed by next Wednesday 20th at 6pm. Yesterday, Sunday, I queried all this with the team on Whatsapp and was then assured it would be fixed within 24 hours ignoring the official(?) update that talked about Wednesday. Also assured that Hub 5 behaviour was consistent with the fault in my postcode area. This morning I received a further update saying engineer was actually on site and problem would be fixed by 6.00pm. It wasn't fixed and then I got another update stating that an engineer is on his way and it will be fixed by 4pm on Wednesday. These insulting messages only serve to wind customers up so it baffles me why VM persist in sending them out unless its just a ploy to buy them a bit of time. If they haven't a clue what the problem is and don't know when it will be fixed I'd rather they came clean instead of insulting my intelligence. I am in the process of raising a complaint because I'm not prepared to tolerate this insulting behaviour any longer.how to get a complaint dealt with and connection fixed without the need to get ofccom involved
So i have been with virign on this package 15 months now and its due to end i the new year , i have had zero issues that whole time. then as of two days ago my internet has become unsuable, theres no chnages on my side or in my living situation. as a vulnerable customer with health issues and also a student i need my connection for my studies and personal health reasons. i have tried to get this resolved yesterday but the agent was so unhelpful did nothing to fix the issues and was more interested in trying to get me to upgrade my package and buy wifi boosters. im not happy and day 3 without a working internet which i am paying for and as i says has worked this whole time without issues. they always claim everything is working on their end and your just left with a broken service whilst they still gladdy take your money. So virgin media how do i get this sorted form somone high up in your team or is it a case of taking this up with offcom and just quitting virgin for good as you are failing to provide me a fit for purpose service. i will say you can't get anywhere with complaints via customer service agents as they just fobb you off and try and upsell you. Why would i pay more money when the service isn't even working. So your making the service fail to get me to pay more so you're breaking my contract we had in place. its very convenient this close to my contract coming to an end all of a sudden im getting issues. If someone from virgin can get in touch to get this resolved please i would appreciate this as i need my connection for study and it's day 3 here i need to get on with my work or i will fail to meet my deadlines for study. thank you and i look forward to a resolutionHave spent over 4 hours trying to order a pod, terrible experience.
Hi, We recently had Virgin come by door to door, really nice sales guy who offered a deal which was half the price of our current package with BT and 10x the speed, we were already thinking of leaving BT so decided to go with it. At the time they said as we are on o2 we'd get upgraded to 1GB and we'd get 3 free pods. I think there is simply a bit of disconnect between sales and engineering as the engineer didn't leave any pods and when asked seemed very reluctant. I actually wasn't here at the time of the install so couldn't speak with him directly. We connected the o2/VM accounts to activate Volt and got the double data on o2 quickly (matter of days if that), and I ordered a pod over the phone which took around an hour. Waited a few weeks and nothing turned up, I honestly just assumed they were busy/used an economy postal service to send it. Anyway it turns out because volt hadn't been activated on the Virgin side somehow (even though it was working on o2 side) so they auto cancelled the pod and didn't tell us. Having no idea this had happened and that volt wasn't activated finally got it setup when I called to ask why the pod hadn't arrived, and was told in 24 hours we could order a new pod via WhatsApp. Spent another hour on hold on WhatsApp today only to be told they can't order it because it's a hub 5x. Whilst the price is a lot better than our previous supplier which is good, the customer service has been pretty atrocious and has required a lot of chasing on my end and time spent on hold trying to get through (probably at 5+ hours now) just to order a pod so I can use the internet on my PC (my PC doesn't have a wifi card and previously I used BT discs with an ethernet connection as that was also more stable) has been really frustrating, especially when we thought it was all arranged and no one told us otherwise. Really not sure if anyone can help here, but was advised by other customers to try posting here. Many thanks NickI’ve had it with virgin
This is the worse experience I’ve ever had with broadband and regret renewing my contract with virgin. For the past month there has been no/intermittent internet. All trouble shooting has been tried and virgin site advises it’s an issue in the area. There have been dates since the beginning of the month advising when it will be fixed but it never gets fixed. I’ve made 3 complaints now and almost everyday for the past 10 days I’ve been speaking to virgin where they advise the issue will be fixed. I work from home and have to use my phone hot spot in order to work. I’ve registered loss of service twice but the option is no longer there. I think what annoys me the most is the lies that it will be fixed when it won’t and hasn’t been fixed. What exactly am I paying for. I’m so grateful that when I upgraded my phone with three network that I picked unlimited internet as I would not be able to work now if I hadn’t.
