Topic ID 6353
Is anyone else other than my neighbour and I experiencing attrocious service from Virgin Broadband in the last few days? They've stopped answering the calls in their call centre in India.
Reply ID 85403
It's fine for me in Sele Farm. Have you tried their fault checker? https://my.virginmedia.com/faults/service-status
Reply ID 85406
No issues here in Bengeo
Reply ID 85408
Very poor connection here near Hertford North. Tried a couple of times to get through to speak to someone but no luck. Am using 3G on my iPhone instead of wi-fi now.
Reply ID 85410
Speeds have been crawling for the last two days which has pretty much stopped internet access. I've been trying to send an email with attachment, but upload speeds are around 2kbs so slower than my old dial-up connection!
Reply ID 85412
Intermittent internet connection issues here in Bengeo. Frustrating but not critical.
Reply ID 85413
Virgin are usually pretty good with updates, if it's not network related you may have a local fault and may need reporting. https://my.virginmedia.com/faults/service-status
Reply ID 85423
It's been intermittent since last Wednesday. Occasionally the connection works briefly, as it is now, but then it lasts for about ten minutes only. Other times it is gone for hours upon hours. I spent over five hours listening to replays of Coldplay's 'Paradise' over and over again down the phone while waiting to talk to their call centre in Mumbai. The irony of their choice of song was not lost on me. I managed to get through to them just three times in all that time. The message said there would be a five minute wait on the line. Finally yesterday I got through and they said it was a problem with the server I was connecting to and the expected fix time is...........12th January. 12th January!!!! "Connect me to a different server", I say. "No, we cannot do that. It is not possible" "Yes it is. I work in IT managing all suppliers for a major bank, including Colt, Cable & Wireless and BT. It is resolvable only you won't do it, not 'cannot' do it. If a member of the board of Virgin had this problem you'd resolve it immediately." Cue problem fixed, at the moment.........for the time being. My resolution for this year though is to phone Virgin every time there is a problem and insisting on compensation. Given their current service I reckon I will never have to pay them again. In fact they may end up owing me money.
Reply ID 85425
Well done Ewoowar, we had the same problems with Virgin all weekend (near the hospital) although my friend on Castle Street was fine so must be on a different server, although just a few hundred metres away. Thanks for getting it fixed.
Reply ID 85426
I don't think it's fixed. Mine is still dropping out every so often and my neighbour still has no access at all and an engineer due today (after failing to turn up last Friday) so I don't know if the service will become reliable again. I hope it's working for you again now Rachel. It was noticeable how we have come to depend upon internet access day to day. Something to think about, perhaps.
Reply ID 85431
I've had poor to appalling reception for a few days (on The Folly)& service levels seem to have gone back to the bad old days of NTL. For me it all seems to have occurred after getting a new shiny modem /router installed; the old one worked fine. To rub it in the promised extra high speed promised after they missed an appointment has not materialised (they argued with me even though I had their e-mail setting out the time of the appointment) Like Ewoowar I've hung onto the phone over the weekend but now just getting the bloody music - about to try again – I like your point about compensation (just as above be fobbed off like me with extra-fast broadband speed – which I don’t need..) Amazing how 3 years of good service can be damaged by a few incidents – now will consider the hassle of moving to another provider if things don't change damn soon...
Reply ID 85434
My connection has had a few ups and down (Dimsdale Street, 50mbit service) since before Christmas. On the whole the service is exceptional, but intermittently getting a few drop outs, though only a handful since the beginning of December and haven't had an issue for the past week or so.
Reply ID 85446
Still no service here..trying to get through to customer services AGAIN!!
Reply ID 85448
Not wishing to jinx our house but all seems fine in town centre, Hertford East side of town, and has been all day. Did have problem on Friday morning but they sent a signal to me and it was all fixed. Only on hold about 5 minutes too.
Reply ID 85450
quote:Have you come accross the [url="http://community.virginmedia.com/"]Virgin Media support forums[/url]? I don't even try to phone Mumbai anymore and just post a message there asking for help. I find it far more effective in getting a response from a support bod and getting things resolved (appointments booked, compensation when they miss the appointment etc.!). Maybe it's because the problems are up for everyone to see? Although I do find it absolutely fascinating/depressing the number of serious problems people have with them every day and dip in occasionally just for interest. [:I]
Originally posted by Harran
Still no service here..trying to get through to customer services AGAIN!!
Reply ID 85451
Thanks all, especially Newcomer. The service is still dropping out occasionally. I will try the forum.
Reply ID 85456
make sure you complain. You get about £1 per day credit if they aren't providing the service you expect and pay for. I have their 30MB broadband and I was getting download speeds of 116kbps for around 5 days at the start of December. Rubbish when you work from home.
Reply ID 85486
I rang to complain and was told it will be fixed on 16 Jan! So even later than Ewoowar was told. They were well aware of the problem, even though their website still says 'good service' for this area. I got £17 compensation which, if I worked from home, would have me spitting tacks as it's nigh on impossible to work with a service that keeps dropping for long periods.
Reply ID 85487
Last night was the first time that I have had issues.
Reply ID 85488
Still droppping out. I'm asking for compensaion every day. Currently on £85 for the last week. Though I'd be surprised if this was honoured in the bill.
Reply ID 85490
quote:I believe that if I refer you to Sky, I receive £75 M & S vouchers, for the recommendation. Their Broadband package is very reasonable....[;)]
Originally posted by Ewoowar
Still droppping out. I'm asking for compensaion every day. Currently on £85 for the last week. Though I'd be surprised if this was honoured in the bill.
Reply ID 85495
I had a small blip yesterday which was fixed with a modem power cycle. Scratch that he edits to add, it's just gone again :) If one relies on their consumer broadband connection for work, then they're on the wrong SLA and should be using a product aimed at businesses, or even have a redundant line if "five nines" is required.
Reply ID 85535
Ours appears to have been fixed yesterday.