Broadband down for days

maggiesoup1 · 4 August 2019 at 3:45PM

I'm with Virgin and have found them generally ok but broadband went down 4 days ago. Tried the usual rebooting, checking cables etc for first couple of days then called their helpline. Chap told me there was an issue in my area and engineers trying hard to fix and it would move MAXIMUM 8th August before it will be fixed, which would mean 10 days without internet (apart from 4G on my phone) assuming they will definitely fix it by then

I'm not best pleased to say the least. Do I just have to grin and bear it. Apparently getting compensation but guess it would be pro rata on my £40 a month contract so £10 or thereabouts for all this inconvenience.

JJ_Egan · 4 August 2019 at 4:15PM

What are you saying ??
No internet for ten days and you want loads of compo??

What are your actual losses ??

maggiesoup1 · 4 August 2019 at 6:05PM

I've got 3 people staying with me airbnb who can't get on to the internet so they're not happy and may request a part refund. It just beggars belief that virgin are taking so long to fix it.

oldernonethewiser · 4 August 2019 at 6:11PM

Could you share whatever method you are using to get on the internet with your guests?

Chino · 4 August 2019 at 6:37PM

maggiesoup1 wrote: »

I've got 3 people staying with me airbnb who can't get on to the internet so they're not happy and may request a part refund.

From clause D.8 of Virgin Media's terms and conditions:
"Internet access is for private use by you and members of your household. It must not be used for any activities not reasonably expected of someone using internet access for domestic purposes, for example whilst a reasonable amount of working from home is expected, your usage should be within what would be reasonably expected from a residential customer and we have no liability for any business losses you may suffer. We have other more appropriate packages such as Homeworks, and for small business use there are services provided for by Virgin Media Business."
https://www.virginmedia.com/shop/the-legal-stuff/terms-and-conditions-for-fibre-optic-services#services

societys_child · 4 August 2019 at 7:09PM

I've got 3 people staying with me airbnb who can't get on to the internet so they're not happy

Oops, are you on a business contract. If so, I believe recompense for downtime is in the T&Cs.

If not . . .

maggiesoup1 · 4 August 2019 at 7:52PM

Not a busineaa contact as i only rent a couple of rooms within my house during August but i know my guests are disappointed they cant email their friends and family. I've offered my phone but that's fairly limited and a tiny screen. Just fed up with Virgin taking an age to fix it.

sevenhills · 4 August 2019 at 9:26PM

maggiesoup1 wrote: »

Not a busineaa contact as i only rent a couple of rooms within my house during August but i know my guests are disappointed they cant email their friends and family. I've offered my phone but that's fairly limited and a tiny screen. Just fed up with Virgin taking an age to fix it.

From 1 April 2019, the Automatic Compensation Scheme means broadband and landline customers will get money back from their provider when things go wrong, without having to ask for it.

£8 per day, you could buy a mobile dongle if its still not back on.

The following firms are signed up to the scheme:

BT
Sky
TalkTalk
Virgin Media
Zen Internet

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

[Deleted User] · 5 August 2019 at 8:28AM

sevenhills wrote: »

From 1 April 2019, the Automatic Compensation Scheme means broadband and landline customers will get money back from their provider when things go wrong, without having to ask for it.

£8 per day, you could buy a mobile dongle if its still not back on.

The following firms are signed up to the scheme:
BT

Sky

TalkTalk

Virgin Media

Zen Internet

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

Not necessarily applicable.

The scheme applies to new orders placed or problems reported from 1 April 2019.

Also if they mention they use it for business purposes:-

Similarly, you won’t receive compensation if you breach your contract,

maggiesoup1 wrote: »

I'm with Virgin and have found them generally ok but broadband went down 4 days ago. Tried the usual rebooting, checking cables etc for first couple of days then called their helpline. Chap told me there was an issue in my area and engineers trying hard to fix and it would move MAXIMUM 8th August before it will be fixed, which would mean 10 days without internet (apart from 4G on my phone) assuming they will definitely fix it by then

I'm not best pleased to say the least. Do I just have to grin and bear it. Apparently getting compensation but guess it would be pro rata on my £40 a month contract so £10 or thereabouts for all this inconvenience.

Is that £40 for broadband & phone line only or does it include TV?

iniltous · 5 August 2019 at 9:46AM

I don’t suppose they are sitting on their hands , not completing repairs when they could, just to hack off their customers, if there is a fault affecting more that just yourself, perhaps a vehicle has demolished a VM cabinet and council noticing, road closures or what ever have to be sought before the restoration work can begin.
You could ask VM for a detailed explanation of what the delay is for, it wouldn’t in itself speed things up, just give an insight into what’s causing the delay.
Probably not suitable for residential or small business, but if a guarantee of service was essential, you would need multiple providers , using different networks to provide continuity should one provider ‘fail’, but this type of resilience isn’t cheap, and, in the main, you are paying for something that you will rarely, if ever, need

maggiesoup1 · 13 August 2019 at 6:53PM

Me again, broadband still down, 13 days now. Livid doesn't come close
UPDATE... text message saying it's now going to be 15th August. Surely they have to offer more than just a bit of discount off your next bill?? Free dongle? How can I see who else may be affected in the area? Sorry it's a bit of a rant but 2 weeks without the internet is a bit much.

Broadband down for days

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