Virgin Media Broadband

Young_Aged_Pensioner

Hope someone can help. My internet has been down since Friday a guy came out yesterday to look at it he couldn't fix it he passed it to the IT department told should be fixed in 2 hours, 2hrs later still down, called virgin told to wait 5hrs still nothing call again told another 5 hrs this morning still nothing been told to wait 24hrs. Does anyone know how long it takes or what else I can do to get it sorted.

Gallstones

Is it a BT ADSL line or a cable connection?

Young_Aged_Pensioner

Its a cable connection

eamon

Assuning that you have internet access somewhere else. Then log into the Virgin Media site
http://status-cable.virginmedia.com/vmstatus/summary.do

Select your region. It is possible that it is an area wide fault and hence take a while to correct. If not then you need to phone up & hope that you get through to a UK call centre. Then you can escalate your complaint.

Also check that you haven't inadvertently caused the problem e.g by pulling out cables and or putting the cable modem into standby (don't laugh this happens).

Richie-from-the-Boro

Young_Aged_Pensioner wrote: »

Hope someone can help. My internet has been down since Friday a guy came out yesterday to look at it he couldn't fix it he passed it to the IT department told should be fixed in 2 hours, 2hrs later still down, called virgin told to wait 5hrs still nothing call again told another 5 hrs this morning still nothing been told to wait 24hrs. Does anyone know how long it takes or what else I can do to get it sorted.

No, they are terrible.

Ring once an hour every hour on your Virgin phone line, dial 150 and at least the call is free.

Have you checked with friends / neighbour's ? - is your local area down or just you ?

Check the Virmin website - is there an outage in your area, and the whole area is down ?

John_Gray

It is presumably a more difficult than average problem, but that's no excuse for them not keeping you informed.

When you next talk to them, say you want to speak to a supervisor or manager, and unemotionally ask her or him why your service has not been restored, and when it will be restored (some degree of crossness is allowed, but there's no point shouting at them!). Also ask for their name and direct extension number, so you can ring them direct next time. Suggesting a reduction in charge because of lack of service and poor problem resolution might also encourage them to perform a digital extraction...

aliEnRIK

Id phone 151 (Ive had a lot more success with 151 then I have with 150)

Young_Aged_Pensioner

eamon wrote: »

Assuning that you have internet access somewhere else. Then log into the Virgin Media site
http://status-cable.virginmedia.com/vmstatus/summary.do

Done that no faults showing up, but thanks its handy to have.

Strider590

Young_Aged_Pensioner wrote: »

Hope someone can help. My internet has been down since Friday a guy came out yesterday to look at it he couldn't fix it he passed it to the IT department told should be fixed in 2 hours, 2hrs later still down, called virgin told to wait 5hrs still nothing call again told another 5 hrs this morning still nothing been told to wait 24hrs. Does anyone know how long it takes or what else I can do to get it sorted.

It can in some cases take over 6 weeks for VM to get things fixed, they sacked all their own engineers and now use private contractors, hence the massive delays.... And this is the reason I use BT.

Young_Aged_Pensioner

Apparently the IT problem is fixed but i still have no internet they are sending a guy out today again to fix it so fingers crossed it gets sorted for day, but thanks to everyone for their help

Richie-from-the-Boro

Young_Aged_Pensioner wrote: »

Apparently the IT problem is fixed but i still have no internet they are sending a guy out today again to fix it so fingers crossed it gets sorted for day, but thanks to everyone for their help

- the way the modem works, is, you get a 48 hour script [ licence ] from Virgin, it's inside your modem.

- if the original problem you had is fixed and you have not re-booted your modem & computer the script I mentioned above may be old and still in your modem.

- switch your puter off and pull the power plug out of the back of the modem, wait a couple of minutes put the power plug back into the modem.

- after a minute or so the lights on the modem will / should go ' hard on ' and you will receive a new up-to-date script.

- re-boot the puter, are you on the net ?

If your not on the net, are the two lights on the right-hand-side of the modem bright and [ no flickering / hard on ] solid ?