At my wit's end!
I have had internet issues since late February. Let me paint a picture.
Late February, Openreach did work on the pavement right outside my house. Me and the girlfriend had a small conversation about it as we pulled up one day. Next day, random disconnects throughout the day. Openreach must've damaged a cable unrelated to them.
This continued so after a week contacted Virgin. Engineer came out, confirmed there was an issue with the SID(?) in the street and the network team would need to come out to fix it.
Couple weeks later, no resolution, now around 20th of March Engineer comes out again. Tells me that the Network Team refused to come out as it's one house on the street and they need multiple to treat it as an issue. Was told to fit a powered HDU to try and help. Lo and behold, absolutely nothing.
Same engineer manages to get a cable repull booked in for 7th May. I thank him as he's actually a really nice guy and it's not his problem, not his fault and genuinely has tried to help me.
I contact support a few times, trying to see if it can be pulled forward as we're still the end of March. Multiple times I'm having to re-explain myself after being told the last person "added notes to my account". The amount of time the Live Chat agents tried to rebook me an engineer for internal is ridiculous.
May 7th rolls around. I believed the engineers were due between 1-6pm. 5:30pm I contact support to ask if they have any update on when I can expect them... The support told me "I can see the engineer is booked between 8am-1pm". Well then, hate to burst your timezone bubble but that was hours ago!
They tell me to wait till 7pm as they could be running late. You guessed it! Noone came.
Tried to contact Support again on 8th May... told a 277 minute wait time (Using their Whatsapp service). Started contact at midday, 8:30pm I get a message saying "Sorry we didn't get to you before closing time, we'll prioritise you tomorrow!"
Contacted again today on 9th May. Have been told within 24-48 hours, someone will be here to do the groundwork and relay the cable from my house to the road. I will believe it when I see it, but i'm also told that I will be compensated for every disconnect I've had.....
Well Virgin, I've been keeping a spreadsheet of all the router log, upstream, downstream and PingPlotter graphs comparing internal network to external network to show internally nothing is an issue.
Honestly, this whole thing has actually made me think of leaving as the only continuity I had was the engineer and he was doing everything HE could. I have loved my speeds and had no consistent issues for 6 years but DAMN this has sucked. Over 2 months of 10-20+ disconnects a day.