Virgin Media Outage in Broxbourne District, Hertfordshire, England

@virginmedia Hi ALG, thanks for the reply, it’s greatly appreciated😊 After a long call with Yodel we’ve found out there was a system error resulting in them having to return to the depot & they will attempt to deliver today. Nevertheless, the problem has been the lack of communication to us.

@ben_reed_73 @Scoutsscarter @BBCBreakfast @virginmedia I have been with them for 12 years. Love the product, hate the service

I have just received the most atrocious customer service from @virginmedia ! WiFi was supposed to be here two days ago because it was signed for at the wrong address & I’ve just been told by a supervisor that there’s nothing they could do, thanked me for my time. Then hung up!😡

@virginmedia worst customer services I've ever dealt with. They make it hard to complain then lied to me twice deliberately and closed the complaint before it was resolved. Don't trust them!

@virginmedia I'm sorry, if your people can't get their acts together I'm not going to chase them and I'll be looking into our service options tomorrow

Texting enquires to @virginmedia , actually take days to answer. Terrible service. 🙄

@virginmedia Hi, the internet doesn't work full stop. It stops but the white light still shows in the box. She needs an engineer please

@MoneyTelegraph another @virginmedia fiasco! 🤨 Been going on for over a year, just checks mums messages. Internet constantly going down!

Unbelievable! My mums internet service is having problems. The call centre seem unable to deal with this. This has been going on for months. I'm still on hold. If it's not sorted today you're losing a customer @virginmedia

@virginmedia Thank you for your response, the TV connection is still often very slow or (having just come home from work) currently not connecting to Netflix or catch up (error NW-2-5)

@virginmedia After all that, the new contract by email shows the phone part of the deal has been down graded to weekend calls only despite my Dad saying he needed to keep all time calls as he spends ages on phones to hospitals and doctors for appointments. I’m sure this wasn’t what was agreed

@virginmedia We’ve got through and the customer service man was very rude

@virginmedia The phone of course is still not working. Outrageous. This is despite assurances that an engineer would be sent & that it would be resolved in several hours! Utter nonsense. I would like to escalate my complaint now please. I will dm my number & please arrange for me to be called

To be fair, this is probably a PR person tweeting this, but really bad PR for @VirginMedia if they think that this is secure. Plus they missed the whole point, which was that the password was stored in plaintext.

. @virginmedia tech support have just made my day! #security #plaintextpasswords 🔓

@virginmedia your service is a joke. Just taken me 32 minutes to change my bank details on the phone. Call centre staff should be able to speak the same language as your customers to a standard high enough to be able to do the job. Such a waste of time 😩😩😩

@virginmedia 5 different answers from different agents The best one was yesterday whilst on hold after being transferred to another person , waited half hour then they cut me off ! Finally got through to Nathan who is currently trying to resolve this issue, again !

@virginmedia Tried to call today waited for 20mins to get through finally got through to customer service and then they had to put me through the escalations team and as soon as i got through the operator pretended he could not hear then dropped the phone.

@virginmedia I will phone you, but wait a minute, my phone doesn't work!

@virginmedia Im not thick ofcourse all the cables are connected, it wouldnt tell me 30mb if the ethernet wasnt in. The hub has been reset whenever there is an issue, which happens to be every few days.

@virginmedia The wifi is always flashing green. Even when it says there is no issue. Fortunately tho the contract is coming to an end which means so will payments👍. Paying for about 250Mb to get 30 on a wired connection

@virginmedia Worst Customer Service I have ever experienced 😡 Left hand doesn't know the right hand doing ! Consider the contract null & void @SkyUK On my way

@virginmedia @VirginMediaCorp @VMDotCom Virgin are a bunch of lying thieves and would not recommend anybody signing a contract, once they get you in they start treating you like crap.

@virginmedia Every interaction with you overseas call centre is a horrible experience, long wait times, bad English, wrong information & get passed around the system. The only way to get anywhere is to threaten to leave and suddenly you are transferred to the UK where the problem is resolved!

After finally ending up speaking to a UK call centre all sorted! @virginmedia please sort of your customer service issues!

I love @virginmedia products, but detest their overseas call centres. Customer service is appalling! Been on the current call for 40 minutes and now I’m apparently being transferred somewhere else! I’m only trying to sort my contract out....

@virginmedia Still down. So I’ve now missed two live games and soccer Saturday. Been on hold at your call centre for 30 minutes now as well

@james_etheridge @virginmedia I found Virgin so unreliable and their customer service so terrible that in the end I left them after 8 years of loyalty because I just couldn't work out what I was even paying for...

@virginmedia Virgin Boardband why for the last 3 THURSDAY in a row that there is a Boardband outage in the RM26QD area. We work in a society where companies allow working from home. Called Customer Service who was just reading a script and repeating himself. Sort it out Virgin

@virginmedia According to your website broadband connectivity is fine and TV is experiencing some issues with certain channels. I have no broadband and no channels at all

Gav and I have had no mobile phone service for 3 days, but I have no service to call @virginmedia to let them know! It happens far too regularly. Just spent the morning searching for a new deal. @O2 looks like the best so far!

@adelarks @GemMcK13 @virginmedia Just cancel your contract if you're not getting the service

@tinytwink @virginmedia Not the rubbish customer service line, wish you luck

@virginmedia omds can you sort out your ‘service’

In a world that runs on the net if you are a @virginmedia customer you have to wait 4 days for an engineer to fix a modem, installed only in November 2018. IT’S NOT A JOKE!!! Thank you for letting me loose a day of work and 3 days worth of studying. #virginbroadband

@virginmedia Be nice to get an answer on the phone as to why I’ve been charged £60 for leaving despite you guys not being able to service our new house - and telling us we’d face no leaving fee. Sat on hold three times for 30+ minutes. Great service!

@virginmedia Day 7 without internet! Just has the following from you which is simply false:- Virgin Media Outage Update - ID: F007272603 We're pleased to tell you this issue is now fixed. Best wishes, the Virgin Media Team

@virginmedia what is your customer service email address

Time to get rid of @virginmedia Premium service with shitty internet. Never had a stable internet connection with them

@virginmedia WHY IS YOUR WIFI THE ABSOLUTE WORST WIFI IN THE WORLD!!!! Anymore than 5 metres away and it disconnects - getting very frustrated

Just been on the phone for over an hour to @virginmedia and received awful customer service with the call ending with no resolution to my query. Apparently loyal customers don’t count for anything and it’s just new customers that get the best prices 😡

@virginmedia That may be the case however it should be solved at the customers earliest convenience, not the companies. The fact that people rely on your service to work from home, and rely on your service to watch events that they pay for, this is not acceptable. Especially for the price.

@virginmedia I've sent you a message and am being ignored I've spent 6 hours on the phone over 4 days trying to get connected to virgin and still nothing I've been hung up on twice and no one is sorting the problem I would like someone to call me back ASAP on 07765703606

@AngelaMust @stoibee @virginmedia Tell me about! I know no service is 100% but this is ridiculous #whatajoke #poorcustomerservice

@virginmedia Only wireless wifi... the router currently shows no signs of fault either. Have attempted switch off/ on to reset service. No change.

@virginmedia Never spoke to someone it was a chatbot. So no real confidence that tomorrow will be different. Disappointing to see it has to happen twice before you look at maybe seeing if you can help. Would be nice to know someone was looking into it now so it was guaranteed for tomorrow.

@virginmedia Thanks but yodal have just brushed me off & after being online for an hour with their web chat so it is being delivered tomorrow & I have to wait in again. Really poor experience & they are not doing you any favours. Have no confidence in them or that anyone actually came today

@virginmedia Yes I’ve tried that lots of times but it says no known issues in the area. We’ve tried rebooting and switching on/off loads of times too. It’s getting ridiculous. Could someone please come back with a reply on what is directly happening with tv/internet in the SW18 area

@virginmedia @MoneyTelegraph 9 months and counting for broadband to be fixed. Seriously fed up now. Please just fix it or let me go to another provider without charging....

@SkyUK giving me absolutely terrible customer service... all i want is better internet connection and they cannot fulfil the speed we should try and get and are telling me i have to pay to leave them!!! Ridiculous!! Not happy virgin media calls...!!!

@virginmedia trying to watch a film on Netflix, hour in and error message comes up with code tvq-details-menu-100.. This happens pretty much every night!! Netflix customer service tells me it’s me virgin media box that is the problem.

Ooh, I feel cleaner. @virginmedia has just given me the opportunity to complete a survey about the recent changes on my account. Used a few rude words. Customer support, back off, again. I have all the (lying) emails, and will gladly post screen shots with contrary evidence.

@virginmedia I've tried both webchat and call. Webchat is being ignored and I keep getting hung up on when on the phone so that doesnt work either! I've lost all faith in Virgin now as it's impossible to resolve simple issues. Been majorly let down. I'm not happy

@virginmedia honestly you guys have the worst WiFi connection I’ve ever seen. I don’t care if it’s 100gb if it doesn’t work.

Fifa out in september , call of duty out in october too bad @virginmedia is dirtttt

@virginmedia called @ 1932 to speak to an adviser ref an issue with my broadband tv & phone. 3min45secs to get the advisor option. 14 mins in a queue with no info on progress. No direct option to talk to an advisor UNACCEPTABLE! Call center in in India UNACCEPTABLE!

@virginmedia me again..... issue with broadband, yet again. Every month i find myself saying the same things....my broadband is down. I am still awaiting a deadlock letter that was suppose to be posted 4 weeks ago!! Truly and utterly an embarrassment!

@starbuckt1 @virginmedia Getting BT. Had no issues with them before, only changed cos Virgin was only choice when we moved in. Absolute cowboys.

@virginmedia If you claim to have lightning fast broadband why does it all of a sudden without reason go down and completely fail.

@virginmedia so so fed up with virgin broadband, I have the fastest connection, but it never works for more than a few days at a time. Ongoing problems for over 3 months now. Totally fed up. Hello BT internet what can you offer me. #btinternet.