Neil.P

Same here on North Cross. Noticed it this morning and I rang 150. They had an automated message to say it was a known fault and would be sorted by 16:15. Called back around 17:00 and it had changed to "As soon as possible". Decided to go the route of speaking to customer services and get this response "Actually we have planned upgrades around your area as many people had complained of slow speeds over time. This planned works started at 11:00 and should be sorted by 23:00 so we knew your service would be affected today". She offered to text me updates on the fault and I said why wouldn't you send one of these texts in advance to tell us that today is planned upgrade day rather than us having to chase you and that there is a known fault rather than planned upgrades. I also said well you should compensate the area for the no service to a reply that "actually it will be under 12 hours so there is no need" and then adding "Is there anything else I can do for you"? Shambles as always. She didn't start by telling me this, but then just kind of persisted to suggest that I should just deal with it. She said for sure it would be done by 23:00 and to reset my router then and it should work. Still not working... I mentioned the bank holiday as clearly this was an overseas call centre and doubting it would be fixed at all this weekend. This happened last year and I made a thread and it got so many comments. They just keep adding new users without the capacity. Have no actual regard to existing customers. We go again.

Hey Forum, I was wondering if anybody else was having trouble with their Virgin Media services(specifically broadband & TV). We have been without service for almost a week now (Northcross Road) and I have had to complain several times to which nothing of note has been offered and the resolution of fault time every time I called was "the next day by 4:30", until yesterday, where they have now said it will be this Friday when the service will resume (which will mean over 10 days of no service!) I've lived on Northcross Road for over 20 years and have had Virgin Media, but in the last year especially have had periods of time where the service goes for a unacceptable amount of time. And all they offer for the inconvenience is to credit the amount that my package costs per day, and I pay around ?130 a month for all my services, which in itself seems like a lot! The amount they end up crediting simply does not even divide to what that would cost per day, let alone account credits for inconvenience as a gesture of goodwill. Not to mention the amount of mobile data I have had to buy from EE to have some internet access for my children whilst VM screw me around, which has already cost me in the region of ?80 for the last two faults! I am really upset with the service. The staff at VM do not seem to communicate with each department and cannot offer the reason of why the service is down and refuse to let you speak to a technical engineer to find out such things, saying that is not how it works. The last time it happened they went from the fault is outside, to in your house, to cancelling an engineer visit (waited at home all day) saying it was fixed, which is was not for a further two days. I have told them I am leaving and given the 30 day notice to leave. My only concern now is who should I trasnfer to? Even with all the issues and terrible customer service it still seems that Virgin media is the best option for broadband on Northcross Road and perhaps ED. I no longer want my bulked up TV package so not worried about that, just want fast internet for streaming mainly and perhaps to keep my landline for older relatives who live internationally. PLEASE any advice or recommendation or even others who are suffering please get in touch! At least to let me know i'm not in this alone. They are driving me crazy. Thanks in advance, Neil