Internet outages, packet loss, general lag for the past 6 months with terrible customer service
To whom this may concern, As the title suggests, I have been having random internet outages, packet loss and general lag for the past 6 months. Our internet is consistently inconsistent, having minimum one to two internet dropouts a day. We have had numerous technician visits to discover and fix the problem. The first two visits didn't resolve our problem, but then a visit in late June discovered that the internet cable from the cabinet outside to our house was damaged in some way or another. We were told that works for replacing this cable would happen within the next week, around June 3rd, but was then delayed to July 10th. July 10th came around and this work never happened. They delayed this date back to July 19th, and somebody showed up that day and said that they would be replacing the cable. Again, no work was done and the cable wasn't replaced. We were told that the date was delayed back to July 22nd. And again, the cable was still not replaced. The date was again delayed back to September 19th. I managed to complain online through the Virgin Media official twitter account and create a new appointment on September 3rd. Again, nothing happened. I confirmed with the Virgin Media twitter account that the original reschedule to September 19th was still happening. Again, nobody showed and the cable has still not been replaced. We now have a new rescheduled date being October 8th, but we are so sick and tired of these lies. We are not ready to wait another 2 weeks for Virgin Media to do the same exact things. We have tried contacting Virgin Media through phone (which is a extremely difficult trying to contact someone real in the first place), emails, and online through twitter messages. We have had little to no help or resolvent at all from any of it, just broken promises. It has been affecting my entire family - it has affected my final year of university (a computer science degree which heavily relied on the internet), it is affecting my job search and online projects, my online gaming, my fathers remote work from home, my mothers online lessons and classes, my brothers online courses and trading, my family's online entertainment. It is affecting everything. It cannot go on any longer. I can't even begin to describe how angry and frustrated we are. Why are Virgin Media refusing to replace our cable? Why are we not being updated on what is actually happening with the works? It's utterly unacceptable. We are looking more towards complaining to an ombudsman or taking legal action now, but I wanted to give this a try as a last resort. I had originally forgotten about this official forum page and I'm frustrated I haven't used this sooner. I have created a Broadband Quality Monitor from thinkbroadband.com and have monitored our service through there. I will attach some screenshots of the service that we have been receiving and broken promises from over the last few months. We demand that this cable is replaced and our internet fixed. We also demand some compensation for the unreliable service and support. I hope this can post can get attention from more Virgin Media representatives so that this problem can finally get resolved.No internet since signing up to virgin - Abysmal customer service!
Hi, I am a new customer to Virgin and hoping someone from Virgin can assist as so far no one has a handle on my problems. Since receiving my ‘quick start’ router, there’s nothing QuickStart about it!! I’ve had no service and no one seems competent enough to get me up and running. Customer services are all based overseas and extremely poor/unhelpful. Also no one from complaints team UK is calling me back to give me any form of update. I’m at the end of my tether and going insane over this! I just want is someone at Virgin to take ownership of the issue and rectify/resolve it urgently! I am being as patient as I can but a customer really should have to keep calling through and speaking to customer services advisors and managers based overseas who clearly read off scripts! It’s day 7 of no internet now, what has been tried you might ask? 1) customer services resending the hit/signal 2) 4x different technicians have been sent to my home several times now and customer services just keep sending them out to do the same checks expecting them to fix the issue. They have swapped out the router/hub 5 times (all previous routers have been deleted off my account, one added each time, automatic and manual hits/activation attempted). All physical items and cabling has been checked multiple times by the techs (pit, signal, cabling, isolation point, router). The techs say it is 100% an account or activations issue. They say they can do no more for me and have escalated the case to their manager who has escalated it to the ‘Field Complaints Manager’ I’ve requested a manager that is dealing with the issue call me everyday now and I’ve not received one call from them! The technicians say they’re not allowed or able to give out their numbers… 3) My account has been reconstructed - routers deleted and then re-added one by one to no avail. 4) The original Hub3 I was sent just kept flashing blue or white I believe, hub4 just flashing blue or white too, same with the hub5 I have no idea what is going on at Virgin as no one competent from any team (customer service, 2nd line/technical, IT, Complaints/Cancellations, accounts, sales) seems to have a handle on the issue or calling me to discuss the problem! I am losing my mind having to chase everyday and getting nothing back! If by any chance anyone on here can help me on here I would be forever grateful. I’ve completely lost trust in Virgin and their customer service is absolutely awful, like talking to a brick wall! If by chance anyone from complaints or management sees this post my complaint reference is C-1406241327. Please do call me I can’t be without internet any longer!!!Symmetric speed saga
I was really excited to see symmetric speed available in my area (a XGSPON area) when it was first launched by VM. I requested it 5 different attempts via online chat with lots of different answers ranging from 'It's not available' to 'it will cost an extra £26/month'. After the 4th attempt I opened a complaint. The complaint responded saying I could have 1Gb + symmetric for a total of £45/month and asked me to reply - I did. Then today I get a phone call from a customer service person who rescinded the £45/month offer and said "It's not available, it's only available to 2k customers as a trial"... even though I told him if i go on the site and attempt to sign up as a new customer I have the option to select it, and none of the statements from VM or on ISP Review state it's a trial. He couldn't answer and just seemed keen to close my complaint. I said I was not happy with the non-explanation given, and then 5 mins later I get an email saying he's closed my complaint - even though I said i wasn't satisfied that the complaint had been dealt with. I've since reopened the complaint and am hoping it can get sorted by someone who knows what they're doing. My original install of VM was abysmal and resulted in a hefty charge to VM - I thought it'd be much easier than this to try and pay VM more money by getting an upgrade. The fact I've had to open a complaint to try and pay VM more money is ludicrous.Main Junction box 10 metres away! But not available at my postcode!
I seem to be in the eye of a storm of sorts. The past few months I have watched virgin media install cables in my street. At times even having to navigate around the workers. The main junction box for the area is around 10-15 meters from my home. After checking it seems that every postcode in my town, neighbouring villages and surrounding area are able to get all and any products….. Except my postcode!!! The postcode that has the main Junction box on it! My local area and postcodes where service is available. Location of main Junction box. Please can someone explain this? I have filled out the form to register my interest MANY MANY times…. And not once had any correspondence or even acknowledgment it was received. I have called the customer service number a few times and been treated with the same scripted response each time, each time not being able to explain the situation… nor being able to also explain that the address’ listed that are associated to my postcode are incorrect or incomplete. I work from home and work in the Tech industry. So having fast reliable and fairly priced internet connection is a must. Hence my excitement when I seen the area was finally getting connected. Being able to upgrade from the maximum speed I could get of 67mbs to 1gig… it felt like a dream coming true. My contract with my previous supplier ended three months ago and I am now paying a premium as it’s a rolling contract… not wanting to sign another contract with then or another supplier… knowing Virgin Media are plugged into everyone else except myself. I am not overly confident of a response or even a straight answer… I just really want to know what is going on. JamesStarting to doubt i'll ever get service
Long story short been waiting since October 16th (1st install date) moved from original date of 5th Oct. Had 6 visits so far all saying same thing PON numbers don't match so can't install. After last visit received email stating next appointment would be 31/1/24. Was just leaving for work this morning (18/1) and got an email at 8:38 saying installation had changed and would be coming today between 8 am and 1 pm. Luckily I'm in a position whereby I could re-arrange things and work from home, but i've not heard anything and guess who hasn't turned up!!! App showing visit scheduled for 31st, really beginning to think I am wasting my time, and worrying that if they can't even get an install sorted and repeatedly mess you around when doing it, then what is the service going to be like if (and that if is doing a lot of work here) it ever actually gets installed!!!! JDOutside work needed!
Hi everyone, I signed up for Virgin Media on the 8th November. We got given an install date which was the 28th November. A few days prior to that we got a cancellation text saying that the outside work(cable) still wasn’t complete so it got pushed back to the 6th December. The field team came out and fit our cable and assured us everything was done. The day after a ‘site surveyor’ came out and realised there wasn’t any lights on the omni box outside so our install would have to be pushed back to tbe 18th December. I rang up on the 15th December and they assured me that the outside work had been completed and we would have full internet on the 18th December(this is when our old provider was disconnecting us). The technician came out on the 18th December and lo and behold he find out that the lights were still off on the box outside. I asked him why the site surveyor wouldn’t have reported this so the relevant field team could come dig up the road and fix the service outside. He couldn’t answer this and told me to ring the pre install team(who I had spoken to about 8 times before). The pre install team told me that the person I spoke to on the phone before basically lied to me to keep me happy and we wouldn’t be able to have any internet until after Christmas. He also said he had sent the relevant email to the exterior field team so they can come and fix the service problem. On the 22nd we got given a date for install which was the 6th January. I rang up on the 5th to again make sure all the outside work had been completed because otherwise the trip would be wasted on the technician on the 6th. We were assured(again) that the outside work was completed on the 4th so we would have full internet on the 6th as planned. The technician turned up on the 6th January(he was the best person I had spoken to from Virgin media since the start). He tested the box (AGAIN NO LIGHTS) he told me that the problem wasn’t the fibre cable to our house it was the whole service at the top of the road. He sat in the van for about an hour trying to get through to networking where he raised a ticket that we had a problem with our whole service. I got a call from pre install on Tuesday 9th of January asking what problems we were having.(I had to explain the whole story again for the 8th time). She herself couldn’t understand why it had took this long to be notified there was a problem with the service when we had already had a site surveyor and 2 technicians out. She allocated me a technician for the 10th January so they could come out and look where exactly the problem was. The technician came out and low and behold saw there was no lights on the box and he said the problem was from the road and he would speak to his boss so he could notify the field team that the road needed digging up to fix the service. Before writing this I had just rang the pre install team again. They again had no clue what was going on but they would EMAIL the field team(outside contractors) telling them the work needs repairing on the road. After this being the 4th email what’s been sent to the field team I am completely stuck what to do next. If they can’t read or reply to 3 emails then a fourth or even 20 emails isn’t going to do anything either. Judging by the 3rd party company don’t take incoming calls(most likely because there phone would blow up from complaints) The bottom line is I’m still without internet and have been from the 18th December. The pre install don’t even have a clue what’s going on and they’re basically saying I need to wait for the service to be fixed. Baring in mind one of them has told me it could be a weeks wait or even months. I’ve never dealt with a more unorganised company in my life and at this point I am unsure of what to do next because I’m just being given false promises and lies. If anyone can help I would very much appreciate it. Regards, James
