Virgin media being unhelpful!

LJMOG

Have had massive problems with virgin media, have the 60MB package and i get massive drop outs which virgin cant figure out yet i still have to pay them a full £31 for.

Is anyone else experiencing problems? I dont know what to do now, ive made so many complains and ive now had enough and dont know where to take it, any ideas?

Horace

I have 30MB broadband and never have drop outs - only once was the broadband disconnected due to a fault in the box in the street. Could it be that you need a new modem?

Write a letter of complaint that you are not happy with the standard of service and the intermittent broadband connection.

If you are still not happy after writing a letter of complaint and with their answer then you can ring Virgin Media and say you want to leave - they will do what they can to keep you as a customer and offer you extra things.

LJMOG

I havce now had 3 different Modems and 4 technicians come out so unfortantly that is well and truly not pliable anymore. also they have checked all of the boxes near us and no fault. they have found an internal fault that they cant figure out. they send the signal and it leaves them but they cant see where it is going which is the problem and they dont know whats going on yet we have a signal coming in... doesnt make sense does it ha. I have made complaint after compalint to them now and i just get told "im so sorry for the service, we will work with the customer service team in working to retrain them to not mislead you again.." and thats now a record im sure they play when i ring. they seem to have no respect for out problems. I WISH your post was a solution.

Collabora

How long have you have the phone in your house?

It could be the internal cables may have a break in one of them, which can happen over time, the only thing if it is then its the householders responsibility to fix and get repaired

wealdroam

Collabora wrote: »

It could be the internal cables may have a break in one of them, which can happen over time, the only thing if it is then its the householders responsibility to fix and get repaired

I'd be surprised if any of the four technicians that have already visited could not eliminate that possibility.

LJMOG

Collabora wrote: »

How long have you have the phone in your house?

It could be the internal cables may have a break in one of them, which can happen over time, the only thing if it is then its the householders responsibility to fix and get repaired

sorry i ment broadband not phoneline

Lioness_Twinkletoes

I'm with Virgin and have to say their customer service is crap - as is their Broadband. When it's working it is fine - although I'm not getting the advertised 152mb. However, it drops out a LOT. Christmas Day there was no service all day. Twice this week the service has been down more times than I care to remember. Sometimes it is for 10 minutes - other times an hour. Fact is, I can't rely on it - annoying when I occasionally have to work from home.

My contract (which they won't let me out of early) expires in April so I will be leaving them with a huge sigh of relief.

Enterprise_1701C

We were getting dropouts for a while (we are with Virgin), then a young lad came along and changed all the coaxial connections which seemed to cure it.

Collabora

wealdroam wrote: »

I'd be surprised if any of the four technicians that have already visited could not eliminate that possibility.

They missed an issue with ours ( we had to have the internal wires replaced as they had been in property 20+ years) as all the provider is responsible is upto the juntion box that enters the property, they wont test internal wires

Geodark

I have to say I have never had a problem with the VM engineers or their customer service (and no I don't work for virgin!). I have had couple of dropouts - but maybe 2 or 3 over the last 10 years. One of these dropouts was caused by an internal patch cable I had ran, the engineer said "It's probably that, not our responsibility" then knocked me a new cable up and said "so you will have to fit that yourself" - really can't complain about that at all.

Nilrem

Collabora wrote: »

They missed an issue with ours ( we had to have the internal wires replaced as they had been in property 20+ years) as all the provider is responsible is upto the juntion box that enters the property, they wont test internal wires

If it's VM cable then they're in charge of everything right up to the actual cable modem, including all the wiring.

It's only for phone lines where the responsibility stops at the main box.

When we've had issues with cable (TV and BB), the techs have usually tested the signal levels and quality right up to the actual STB/modem.