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?Complaint - installation
Hi, I joined Virgin about 2 months ago and the experience has been terrible. To start the internet was unable to be installed and after multiple failures to turn up from engineers and installation teams, I finally had my wires ran in the back garden after being told initially I would have to wait 6-8 weeks. This is after multiple calls and days booked off work losing money and being away from my newborn to sit in an empty new house due to false promises. I was told that upon the construction team finishing their work I was to call up to claim some compensation for all of this. Once complete, I called and was told I would then have to log another complaint and all the details had to be taken AGAIN! I then waited a week and heard nothing from Virgin which is just a re occurring theme. I must of been promised 20 times I would receive a call, text some form of update and I have received 0. I have them had to call back and told I would have to log another complaint, I refused as this is ridiculous and was finally handed over to someone who I believe was in the complaints team and was of English origin. Once again, I had to have all my notes taken down as it was a complete mess and was offered £25 compensation for which is just insulting so, I refused and had it escalated to a manager who booked me in for a call the next day at 10:30. I never received the call. 1 week later I still have had no contact so I called again on the 26th and was told there was no complaints department and I could not be passed through. I asked to speak to a manager and then all of a sudden a ‘manager’ of the complaints department gets on the phone even though I had just been told there was no complaints department , strange. His name was ‘Vaibhav’ and he would not pass me over and was offering a little more compensation and asking me how much I would like? Is it not on your terms to offer the amount? I refused again as it is ridiculous the amount offered after the experience I have had and the amount of time the issues have been ongoing. I escalated again to a ‘deadlock’ team I believe, and was promised again a call back the next day as I didn’t believe it was gonna happen and what do you know I receive no call AGAIN! Issue after issue, lie after lie and I am nowhere still after weeks and weeks of just a terrible, terrible experience. I need some answers now or this is going to be taken to a third party, I know the process and I will take my notes, recordings and show what I have been going through with this absolute joke if an experience. I need answers ASAP! [MOD EDIT: Subject title changed for clarity]Pre-install chaos
Been waiting two weeks for Virgin's external contractor to do external work, will anyone actually come? My scheduled installation date was supposed to be tomorrow but I've now been told it's rescheduled, the external contractor visited my property on 21st March and spray painted the grass green... Other than that they left and said there was a blockage that their construction team had to fix, fast forward to today 1st April and after chasing VM on WhatsApp the contractor came back and said again that they were chasing their construction team and it would be completed today/tomorrow (VM said they would turn up on Saturday 30th March, then Sunday 31st and now today... All no shows.) He also spray painted the path... Seems to be all the contractor does. I've had calls with VM back and forth and they have told me countless times that the install would be no problem and it would go ahead, then 24hrs and 30mins prior to installation date (conveniently right before the 24hr missed appointment compensation) it's rescheduled to another two weeks away. We're now at the point where we will be hit financially with phone data plans and potential hotspot devices. No one at VM seems to know what is going on and tells me "not to worry" "it will be installed on xxxx date for sure" Will I be due compensation for the stress and impact this has on my work? I work for an emergency service and need WiFi to be able to do my job.Hub 3 flashing green light at the bottom and solid wifi light
Our wifi hub has been like this for the past 15 hours and has been reset and turned off and all connections checked. There are apparently no outages in my area. The virgin website won’t let me book a technician either. I don’t know what to do to fix this and any solutions are welcome. Need this fixing asapInstallation Error
Two days ago a team came and ran a fibre line from the new installation in the street and installed a box on my outside wall. Today the technician came around to run the cable from the box to where I wanted it in the house. Before starting he checked using his phone/tablet to see if everything was good on Virgin's side. It seems all was not good. Someone has messed up somewhere and one of the addresses was one digit out, therefore he could not install anything today and someone would need to come back once the issue was sorted at their end and would email his manager immediately. What happens now? The app says my installation was still going ahead today and the billing time has begun. I do understand that Virgin will take money off my bill for every day they delay installation, but the start date should still be moved to a later date should it not?
