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andyd12345 11:37 Wed Apr 8
Virgin Broadband

My wife works from home 4 mornings a week as we have a young daughter. She tried to logon to her work network this morning and it kept dropping out every 10 seconds or so.

She phoned up Virgin and they said that they are "replacing cables in the area so there will be severe disruption to the service until 16th April"

We were given no warning at all, and she now can't do any work. Options are for her to go into the office (not practical as we don't have childcare for my daughter) or take holiday!

The only solution they came up with is refunding the cost of the broadband for the 7 days that it wont be working for!

Any bright ideas about what we can do?

Davenport 12:58 Thu Apr 9
Re: Virgin Broadband

you're married?? blimey

worm 10:45 Thu Apr 9
Re: Virgin Broadband

At the time I signed up to Virgin they had the ESPN channels.
About a week after I signed up BT's service started and they had bought ESPN channels.

I called Virgin to complain that I'd lost channels they were providing a week earlier, long story short they knocked £10 a month off my bill and reduced the contract from 18 months to 12.

About 10 days later all the BT and ESPN channels are available and they kept the promise of the £10 a month off my bill.

I cant fault them.

Pancho 10:36 Thu Apr 9
Re: Virgin Broadband

When Virgin are good they are superb but I don't like to say it but everytime it's more technical and you get forwarded onto Defjam it's very hit and miss.

They clearly know the kit but as for handling customer complaints etc they are useless.

worm 10:36 Thu Apr 9
Re: Virgin Broadband

I dont understand the negativity towards Virgin.
I've found them to brilliant. Customer service is light years ahead of sky.

Maybe I just got a good one when I called.

If I had the choice I'd have Virgin every time. Can't get virgin in my current dwelling though.

WorldCupWilly 9:38 Thu Apr 9
Re: Virgin Broadband

SS - no chance - as Virgin explicitly state in their contract with you:

"your services are for residential use only and you must not use them for commercial or business purposes. Virgin Media will not compensate you for any business losses."

SilverSurfer 1:25 Thu Apr 9
Re: Virgin Broadband

oh yeah, send the letter by registered delivery, and an extra one to the CEO.
Marked PRIVATE
for the attention of ................only etc.

SilverSurfer 1:22 Thu Apr 9
Re: Virgin Broadband

write to them and say that this 'un-scheduled' maintenance, has ruined your chances of continuing your important work.......

Therefore you will have to invoice them for loss of wages during this time

Hermit Road 12:14 Thu Apr 9
Re: Virgin Broadband

Virgin customer service ranges from poor, to non existent. I always put it down to the fact that they had a monopoly on fibre optic in my old street. In my new street, BT have the monopoly and have equally bad customer service.

Johnson 4:32 Wed Apr 8
Re: Virgin Broadband

Aye.

andyd12345 4:22 Wed Apr 8
Re: Virgin Broadband

Johnson 3:53 Wed Apr 8

Does he work for Virgin?

Johnson 3:53 Wed Apr 8
Re: Virgin Broadband

WHOMail Ricky Bobby on here, he might be able to help you out. He's a good lad.

WorldCupWilly 3:42 Wed Apr 8
Re: Virgin Broadband

andyd12345 2:13 Wed Apr 8

I couldn't be arsed to try and get a refund. I did make sure that they recorded on their system that I had complained twice about the non availability of their product due to their maintenance. Part of the problem is that if you have a residential contract with them there is no service level agreement so you don't have much redress from them - other than their goodwill. With a business contract you do, but the prices are much more expensive for the same product.

My main gripe with Virgin is that they keep upgrading my speed for 'free' - only to put the prices up a few months later.

El Scorchio 3:38 Wed Apr 8
Re: Virgin Broadband

To be fair to Virgin, when I was with them in my old place, they were very quick to offer refunds on the occasions that it happened to me- which was a few times in the years I was with them.

But their prior warning of maintenance is really, really poor. They tend to be a bit economical with the truth on the phone until you press them on the issue as well, or until they put you through to someone who doesn't mainly read from a script...

Fifth Column 3:33 Wed Apr 8
Re: Virgin Broadband

I switched from BT to Virgin for two years. Service was poor throughout. Switched back to BT and it's been much better. Virgin Have though continued to bill me even though they acknowledge they should have stopped collecting direct debit and it's their fault but keep collecting and then have to refund every month. Useless cunts.

The Kronic 3:22 Wed Apr 8
Re: Virgin Broadband

Try calling their head office on 01256752000 (I think that's still correct)

I use my phone's 4g data whenever my broadband goes down but for that length of time with no prior warning is taking the piss.

andyd12345 2:13 Wed Apr 8
Re: Virgin Broadband

WorldCupWilly 2:00 Wed Apr 8

Did you end up getting anything out of them? Or couldn't be bothered with the hassle?

Johnson 2:10 Wed Apr 8
Re: Virgin Broadband

Gutted, plw?

You chump.

BRANDED 2:04 Wed Apr 8
Re: Virgin Broadband

Virgin are very bad at this. I'm leaving them soon as they have fucked me one too many times.
4g?
3g?

WorldCupWilly 2:00 Wed Apr 8
Re: Virgin Broadband

I work from home and had this problem with Virgin last year. As well, they didn't inform me what was happening and just found that it didn't work. Rang them up and it wasn't until they start investigating the fault they see that works are taking place in your area to provide you with an "improved experience"!

First day it happened I went down the pub and got some work done for a few hours. Next day I contacted neighbours up the road who've got BT and sat in my car in their drive and did a load of Skype calls. I've now got backup with next door and can access their wifi from my kitchen. So try neighbours - otherwise get yourself a dongle.

Far Cough 11:58 Wed Apr 8
Re: Virgin Broadband

Yes. Virgin is fibre optic, all the rest are copper telephone wiring

El Scorchio 11:55 Wed Apr 8
Re: Virgin Broadband

Trevor B 11:46

They might have Sky, BT or another provider. I think Virgin works off a separate infrastructure to all the others, who (again, I think) all use phonelines rather than fibreoptic cable.

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