Loss of service virgin media

natyd

So on the 11th of july our internet stopped working and our tv service is intermittent we rang virgin media and informed them of this to which they sent out a technician on the friday 14th july only for him to inform us thers nothing he can do and he will get another technician to come out about a week later the second technician vosoted our address and informed us we had a total loss of service which we had allredy reported to virgin on the 11th of july when 1st reporting the issue we are now on the 5th of august and still nothing has been done we have been given multiple dates on the work being carried out outside of our property as according to the 3rd and 4th technicians the issue is with some cabling somewhere between our property but still the issue is no closer to getting resolved am really at a loss as to what to do as all virgin seem to do is send out tecnicians to look at the equipment even though they are aware that is not the issue we have paid for 2 months of service that we have not recieved and at this rate there is no fix in site 

la531983

https://prod.ctassets.virginmedia.com/uploads/Terms_and_Conditions_TV_Fibre_and_Phone_FROM_01_MAY_2023_as_amended_21_July_2023_v2_11ec03ff26.pdf?_gl=1*1ufif5h*_ga*MTU1MTA3ODYxNS4xNjkzOTAzMjU1*_ga_7NQRHWTHK9*MTY5MzkwMzI1NC4xLjAuMTY5MzkwMzI1Ni42MC4wLjA.

See if there is an "out" in that lot.

user1977

Probably better posting on the Broadband etc board.

You should get automatic compensation if you have a total loss of broadband for more than 2 days:

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

though I have an ongoing battle to get an "automatic" payment from back in March, and it's a nightmare trying to speak to anybody who even acknowledges how the scheme is meant to work.

littleboo

Have you looked at getting an alternative service? VM owe you a lot of £9.33's which would pay for an alternative solution.

SiliconChip

If you haven't done it already I would highly recommend registering to use the VM Community pages, I've had a few issues resolved by posting there, including getting compensation for the full duration of an outage when the phone support only wantd to pay part of it.

https://community.virginmedia.com/

natyd

Just an update we have had somebody out to look at the cabling and they have informed us there is nothing they can do as they need an external company to dig up the road and replace the cable bit no date afyer ringing virgin today they have informed us the work will apparently be done on the 30th of october by which time we will be nearly 4 months without any service im really at a loss as what to do going forward we have allredy comtacted the ombudsman but it seems nothing is being done 

Alderbank

What is Virgin's mobile signal like in your area? If it is reasonable they could loan you a 4G or 5G dongle until they are able to deliver your fixed broadband connection.