Virgin internet 'service'

WarriorPrincess

We moved to Virgin internet and phone about 6-months ago because they promised faster internet than we had from BT. That was true until mid-day Wednesday when our internet connection failed. We've been told over and over again since then that it would be up again in a few hours – and over and over again this been completely untrue. This morning, to add insult to injury, we were phoned and told it was now working, when it wasn’t. We've now been told the earliest an engineer can come to look at it is Monday afternoon. If it is reconnected then – and I have no confidence it will be – then we will have been without our connection for over 5 days.



This is an unbelievable dereliction of duty. How can they think it's acceptable for an internet service to be unavailable at no notice for days on end? Two adults and a student work on the connection. We've spent considerable time and a fair bit of money finding ways to try to deal with its disappearance. BT may have been slow, but slow was way, way better than non-existent.



Obviously we'll tell everyone we know how poor Virgin’s service is and as soon as our contract is up we'll move to another service. But is there anything we could do now to improve the situation - or at least get Virgin to recompence us for what we've spent out on dongles & the working hours lost as a result of their useless 'service' and string of untrue promises from customer services?

HappyMJ

These things happen. Yes...it's completely unacceptable. They should be giving you a portion of your monthly line rental back for the days the service was unavailable and a goodwill payment but it won't be a huge amount. The time spent on letter writing to get a reasonable payment may not be worth it. The engineers usually come out on the next business day they were allocated the job so if they were allocated the call today then Monday being the next business day is when they will schedule a visit to your property. The helpdesk try to allow the line fault some time to clear itself before calling the engineer. Annoying....but that's how they work.

Buzby

Dereliction of duty? Oh come on! You think BT doesn't have outages? Yes it is frustrating, when it works there's nothing to beat it - but should it go down, then they have to fix it. Not instantly - you don't pay for that - as soon as s the best you'll get, AND you get a rebate for the time the service is down. What could be fairer?

There can be many reasons for services to go down - and the chances are you are not alone. Realise this, and the fact you will Bly pay for what you receive reduces be blood pressure. If you depend on 24x7 get a backup dongle - far cheaper than paying for a 6hr response repair service.

macman

Get real. There is no SLA on a residential contract. If you want business line support, then you need to take out a business contract.

Cycrow

if you simply cant live without a connection, then you will need to pay alot more and get yourself a proper buisness connection or leased line. but I'm sure you wouldn't want to pay for a leased line.
There is a reason residential connections are so cheap

doesn't anyone have internet on a mobile they can use for a few days?

you might be able to get virgin to refund you for the time it was down, but for 5 days, it wont be a lot. They wont refund anything until the service if back up however