Forum Topic

Virgin Media broadband problem

Anyone facing broadband problems? I have not had internet connection since 25 October. I have contacted them several times. Every time I have to repeat the same story.  According to them, it is an area problem that they are working on and the connection will come back on 16 November.  Honestly I doubt after being let down twice. They initially said the connection will be back on 2 November, and then on 11 November. I want an immediate solution and appropriate compensation from Virgin Media. I am thinking of making a formal complaint with other subscribers who are facing the same problem.

Chiggi Love ● 3455d3 Comments

We've had similar problems with Virgin Media - broadband down for two long periods (several weeks in total) since July and, like you, were palmed off over and over again with different excuses and different dates by when the problem was supposed to be fixed. The dates came and went. So the first time, at Chris's suggestion, we emailed the CEO and eventually an engineer came round and it turned out to be a modem problem. The second time we just kept on hassling until someone came round to fix it (a cable in the street apparently after an incident with a car). Virgin offered to refund payment for the days we were without broadband - about five weeks - plus £30 for the inconvenience. We've now escalated the complaint. Customer Services were appalling. Good luck!

Cathy Collis ● 3455d

They always say it is an area problem - but it never is. I only got mine sorted by contacting the Chief Executive by email tom.mockridge@virginmedia.co.uksomeone rang me the next day. I've left them now as I couldn't stand their customer service, which is non existent. Good luck!

Chris Hurley ● 3455d

Get them to send an engineer.  we had a problem for months and it turned out it was due to a loose connection.

Apple Leiper ● 3455d