Issue with Virgin

Gorg

So our area has been undergoing maintenance recently, which means our virgin fibre broadband has been really patchy - hours of no service at a time, on and off for about a month or so. We were given letters warning us of this, and every time the broadband went out the 'check my broadband status' bit verified that there were reported issues in the area.

Now, the odd occasion I don't mind, but this has been fairly disruptive as both my husband and I work from home and rely quite heavily on good internet service. So I didn't think it was unreasonable to expect to pay a reduced bill for the period of disruption - especially as virgin is pretty pricey (£36/month + line rental which we pay yearly).

Except when I contacted virgin, they said that even though they were aware of all the issues, because I hadn't reported them myself, there was nothing they could do in terms of crediting the account.

Any suggestions on how to deal with this?

[Deleted User]

They can provide you with a loss of service credit

Are you on resedential broadband?

If you work from home you should be using a business account - this will have different SLA's and Service Agreements and a different way of managing outages and credits

Gorg

!!! wrote: »

They can provide you with a loss of service credit

Are you on resedential broadband?

If you work from home you should be using a business account - this will have different SLA's and Service Agreements and a different way of managing outages and credits

That's a good point, I never thought about getting business broadband - we've just been using our residential broadband. I'll look into that for the future though, it seems sensible.

Currently they're telling me there's no way to get a loss of service credit added if I didn't personally complain about the loss of service (even though they were aware of it). Which seems wrong to me, but I've not got a clue of how to proceed.

AndyPix

Gorg wrote: »

ISSUE WITH VIRGIN

Not the thread I was expecting

Gorg

AndyPix wrote: »

Not the thread I was expecting

:rotfl: sorry to disappoint!

[Deleted User]

Gorg wrote: »

That's a good point, I never thought about getting business broadband - we've just been using our residential broadband. I'll look into that for the future though, it seems sensible.

Currently they're telling me there's no way to get a loss of service credit added if I didn't personally complain about the loss of service (even though they were aware of it). Which seems wrong to me, but I've not got a clue of how to proceed.

Post on their community forum and one of the team there will look into it for you.

Also their T's and C's do state that their residential broadband is not for business use

Gorg

!!! wrote: »

Post on their community forum and one of the team there will look into it for you.

Also their T's and C's do state that their residential broadband is not for business use

Thanks, I'll try that

My husband's covered because it says "except when used to remotely access a company server", which is what he does. I'm less sure about me - I'm a sole trader, my work-related internet use is primarily social media and email-based, and their business website mentions seeing if the switch to a business account is right for you, rather than it being an actual requirement... I'm thinking the clause is in reference to setting up a residential connection in a premises solely/primarily used for business, rather than home-based workers.

I'm also wondering whether a business account would prohibit us from using it for personal use (lots of Netflix, iTunes downloads, online gaming, and so on). But anyway, our contract is up soon so I can discuss all that with them directly

pmduk

Gorg wrote: »

I'm also wondering whether a business account would prohibit us from using it for personal use (lots of Netflix, iTunes downloads, online gaming, and so on).

That's very unlikely. The major difference, other than price, with a business account is the improved SLA you receive.

AndyPK

I noticed yesterday my VM phone line was dead. (amazed I noticed. BB still working)

I called 150 from my VM mobile. Automated service. They already knew about the problem. And subscribed to get txt alerts when fixed.

I did get a txt several hours after it was fixed. This sort of thing could be enough evidence on your account in future? or screen shots of the txt

happyandcontented

My son has had no Virgin internet for 3 months now due to their inability to get their act together with the local council for permits to renew the current install of cables on the highway.

He has been promised dates and they haven't complied and never bothered to tell him until he rang them. Now it is due for 1st June but he is not holding his breath. He has been passed to CS for action but nothing has been done and he has contacted them via Twitter but they just paid lip service to his complaints. Dreadful customer service.