Virgin media keeps dropping out but stuck in a contract!

l.c.elliott

We switched from BT to virgin media about 6 weeks ago. Ever since, broadband has been constantly dropping out when watching streaming services and when on my phone, switching me to mobile data and using all my data! I've contacted virgin media and they give some spiel about how cordless phones can disrupt the signal etc but we don't have any cordless phones, only mobiles! They directed me to 'self help' but none of the info applies. They've offered me to pay for a booster but why should I have to pay when it's not my fault!

My concern is, what if they can't do anything about this issue we are having and we can't cancel and move to another provider cos we are stuck in a contract for 2 years?? Can I take it to the ombudsman? As I don't think I should be paying nearly £30 a month for Internet that's constantly cutting out 😡

400ixl

Firstly, is it the router dropping connection to the virgin backbone? You can look in the logs of the router to identify this. If it is, then you need Virgin to investigate this.

If the router is not dropping the connection and it is a wifi issue, then that is more of your responsibility. If the wifi signal is weak in the location you are using the wireless device then you need to work out how to increase it there.

Where is the router in relation to where you are using the mobiles? Does it still drop out if you are closer to it?

Really need to understand where the issue is to advise any further.

Ayr_Rage

When at home turn off mobile data.

If all devices lose internet at the same time then check the status lights on the hub.

You can only go to a dispute resolution service once you have reached deadlock with Virgin AFTER having made a formal complaint.

amtrakuk1975

Although VM is great for bradband, the customer service isn't great.   Going back about 10 years ago I had the "Medium" broadband.  after a few months of trouble free service, without warning the broadband would go offline and the routers LEDs would flash as if it was booting up, unplugged the router from the power for about 5 minutes and all was good for a while and the same thing would happen again.

I must have spent hours on the phone to customer service who checked the account and said nothing was wrong.  Once or twice I had it progressed - ultimatly nothing worked.  Convinced there was a line fault I asked for an engineer visit, they arrived on time.  Walking up the path he said he knew why I kept getting disconnected.   "I was using it too much".  Suprised I asked him to repeat.  he said I had downloaded so many Giga bytes yesterday.  I said yes that would probibly be the netflix and gameing and video chats.  He said was over using it and the fair use policy kicked in to protect the network.

Maybe worth checking - I see you no longer have to worry about "Fair use policy", "Traffic management" or speed thorttling on their unlimited broadband deals - https://www.virginmedia.com/broadband/unlimited