colbol2010

Mine gone off too, intermittently. Back again in last few minutes. Customer service say the fix time is 6th July, but it doesn't sound like they know what they are talking about.

Hi. I am the original poster. I have suggested this earlier on but just want to re-iterate. By all means go through the forum, complaints process, compensation, etc, but from someone who has been through all of these things and not had any kind of reasonable solution, I can promise you going to the local press and having a story published is your best bet. The second Virgin's press department get a whiff of negative press coming their way they will sit up,and start changing things. The fact that Virgin are saying they have assessed the problem, and feel it does not require any further work until May is plainly nonsense. This is a story that, especially with enough people/weight behind it, will be of major interest to local publications like South London Press, etc.

Agreed. Can I just refer you back to the original post that started this thread, with a link to an article in South London Press about this issue written by a journalist who will, I'm sure, be more than happy to escalate this and get a great local story. Trust me, as soon as Virgin see this getting press coverage things will start to move forward. There is also a direct email address to contact Virgin on, in the original post (not sure they will do much good though, but worth making your voice heard and having evidence you have made an official complaint)

Yip. Me too. Hopeless. They are a bunch of charlatans.

Update - they have apparently opened up 16 new downstreams and 6 new upstreams today (not sure exactly what this means). This may make a difference. I'll try again tonight and report back. Tractorlad, let me know if you notice any difference. I'm not holding my breath!

Ha. Yes. I have now had the date moved from March 30th to April 7th!! (Seems very specific, considering it has been changed so many times I've lost count). I am getting calls from the 'Exec Team' (whatever that means) who are not giving any specifics, but I'd describe their communication as bullish. I quoted Penguin above to him, re not wanting to admit liability as it could affect performance against licence judgement. He went silent on that one, and then tried to backtrack. I have demanded that they give me more specifics or I'm taking it further. Their whole attitude and customer communication is disgraceful.

James Barber Wrote: ------------------------------------------------------- > Worth going through this Ofcom list of issues and > if not resolved by your broadband provider > complaining to Ofcom: > http://consumers.ofcom.org.uk/internet/problems-an > d-complaints/broadband-landline-faults/ As a local councillor, is this something you could assist us with? (In terms of tackling Virgin, not Ofcom)

Penguin68 Wrote: ------------------------------------------------------- > My possibly overly simplified view is go to the > company that runs the infrastructure. If there's a > problem it can be identified and fixed with no > buck passing. > > I am afraid this is over-simplified - the local > (telephone based) network is run by BT Openreach > as an arm's length operation providing equal > service to all retail Service Providers - of whom > BT Retail is but one. BT Retail has no more access > to BT Openreach than any other ISP - but the buck > has to be passed between the two as a matter of > public policy. BT Openreach is not allowed to show > favourable service to BT Retail over its other > wholesale clients. > > The Virgin media (cable) infrastructure is wholly > separate from BT's phone and internet > infrastructure - and doesn't have to offer > services to other companies under any terms. In > fact Virgin is the one-stop-shop (when using its > cable network) rather than BT Retail (from whom > you buy service, it then buys services from BT > Openreach on your behalf). So it actually ought to > be easier for Virgin as a retail operator which > owns and manages infrastructure directly to offer > better service than BT - forced to operate as two > separate companies. Go figure! Hi Pengiun. You seem pretty tech savvy. Can you explain what could be done to rectify this situation (in laymans terms) if anything and why it may be taking so long. My dealings with Virgin have been, for want of a better word, odd. They are not being up front, have several different excuses depending on who you talk to and actually were a bit creepy when they started refusing to give any explanations and calling the situation "business sensitive". The exec office who I have now been dealing with seem to be hiding info (it certainly feels that way). Looking back through threads from the past year or so, this appears to be an ongoing issue in the area.

For us it is every day, especially in the evening. It might be worth posting on this thread if you are having an issue so we can all get an idea of the scale of the problem. We are finding the internet speed is dropping off to practically nothing (doing a speed test will help you see this).

Hi. Please see link to article below. The Virgin internet reception in SE21 and SE22 is severely reduced at busy times. They are not telling customers unless they complain, and when you do complain they are refusing to give clear details/fix times/remedies (fix date given is currently April 2016 - it was December 2015 last November!) They are claiming the issue is 'business sensitive' and are not obliged to explain. Nonsense. Unless as a community we put pressure on them this will just continue. You are also entitled to full compensation. Pass this on to anyone you think may be affected. You can also email the following address if you want a more direct response from Virgin and are not getting anywhere with the customer service team - [email protected] http://www.southlondonpress.co.uk/article.cfm?id=115387&headline=Media%20trainer%20urges%20customers%20to%20claim%20for%20poor%20broadband%20service

Von. I have the exact same thing happening. Does the tv cut out intermitently and you have a grey screen for a millisecond? If so I am convinced it has got to do with the signal not being strong enough. I have had SOOO many problems with Virgin over the years to the point where I managed to get the email of the chief exec, which is when they began to take things seriously. Nobody in my road had TV or internet for a month!! We all got together in the end, contacted South London Press, and surprise, surprise, as soon as a journalist called Virgin we had everything fixed within 2 hours.Assuming he is still CEO try contacting Neil Berkett on [email protected] . Good luck!!

Does anyone know what is moving into this shop? Just curious.