Adam Renvoize

[Adam Renvoize @Arenvoize]

When I then ask to speak to a manager I get told they aren't available and will call me back in next 2 hours which does not happen... Sick of being lied to! Now having to seriously consider finding somewhere else to work as cannot work without internet...

[Adam Renvoize @Arenvoize]

@virginmedia I'm getting sick of trying to get an honest answer out of you now. No usable internet for nearly 3 weeks now. Get told it would be fixed yesterday. Phone up today get told another 2 weeks, when I press for a date I then get told 18th Feb which is more than 2 weeks..

[Amanda Faull @AmandaFaull]

@Arenvoize @virginmedia We live on the same road and it’s been impossible to do any work from 9am - 6pm. I’ve had to finish at 10pm and start again at 7am to get anything done. We were offered no alternative solution and are now seeking another provider for a wifi unit. It’s unbelievable!

[Adam Renvoize @Arenvoize]

@virginmedia No the text just advised I visit the online faults page (which gives me no information and says no service issues) or call the general number which I have fine before and usually have to wait 45-60 mins at least to get through to anyone. Going round in circles

[Adam Renvoize @Arenvoize]

@virginmedia can you please explain how it is acceptable in the current environment for my entire street to have virtually unusuable internet speeds when I am paying for your m100 package to then be told the issue won't be resolved until 18th February(!?) Given the current

[Adam Renvoize @Arenvoize]

@virginmedia They said 4h but they never did call. Then this morning had a text asking if I still need support which I said yes and just got a reply saying 'this team can't diagnose or fix faults on your
Service' and referred me to your generic contact number I've called b4. Disgraceful

[Adam Renvoize @Arenvoize]

@virginmedia I keep getting told this but no-one seems to be willing to offer an acceptable solution to what is an unacceptable problem. I texted the number provided which took me to a chat bot that, 2h ago told me someone would call me...

[Adam Renvoize @Arenvoize]

@virginmedia I will (again) but everytime I speak to anyone I don't get any satisfactory answers and know from texting multiple people on my road they are in the same situation having spoken with your team. It just doesn't feel acceptable to be put in this situation during this pandemic...!

[Adam Renvoize @Arenvoize]

@virginmedia I find that hard to believe, your systems must recognise there is an issue? It still reports 'no known issues'. I'm disappointed that despite my repeated efforts there still does not seem to be a satisfactory outcome so far to this issue which simply cannot go on until 18th Feb!

[Adam Renvoize @Arenvoize]

@virginmedia Ok I will text this number and see what alternatives are offered. The other question I have is why does your online service status and telephone service status line say no issues in the area when there evidently is?

[Adam Renvoize @Arenvoize]

@virginmedia Yes but if the estimated fix date is over a month away and you are therefore unable to provide an acceptable of service to an area for over a month does that not need increasing the priority of the issue or at least offering a workaround for affected customers?

[Adam Renvoize @Arenvoize]

@virginmedia I understand outages happen and things go wrong, what I can't understand is how it can be acceptable for the timelines to address this being anything more than a few days, let alone over a month without providing any viable alternative?

[Adam Renvoize @Arenvoize]

@virginmedia No they didn't, they just said I'd get auto compensation which is all well and good but doesn't really address any of the major issues around the current resolution timeline and the fact I won't have much choice but to try work from elsewhere. Would appreciate any workarounds?

[Adam Renvoize @Arenvoize]

lockdown where people have no choice but to work from home this is genuinely making work very difficult and potentially leaving me with no choice but to seek authorisation to work my office in London at considerable personal risk given the current Covid situation. Disgraceful!

[Adam Renvoize @Arenvoize]

@virginmedia Yes it was this morning

[Adam Renvoize @Arenvoize]

@virginmedia I don't understand how I can have shambolic internet for 2 weeks now, ring up twice, being told the first time I need a new router which hasn't helped at all and then the second time being told there are known issues in my area that won't be fixed until the 14th...

[Adam Renvoize @Arenvoize]

@virginmedia Just spoke to your customer services & they told me up ring the service status no. but that just said there is no fault so I got no more information. The fault reference is F008016149 - are you able to provide more info and explain why this does not show on your service status?

[Adam Renvoize @Arenvoize]

@virginmedia No unfortunately I did not get a fault reference (I did ask if there was some sort of reference for it at the time but don't recall being given one). My area reference is 31

[Adam Renvoize @Arenvoize]

...July. Yet when I check your online service status it reports no issues in the area. It's getting to the stage now where the internet is so poor it's really impacting my ability to work. Please sort it out!!!!!

[Adam Renvoize @Arenvoize]

@British_Airways I don't understand how your executive club doesn't have a free phone number for blue EC members and then you have to sit waiting on the phone for now over 35 minutes to speak with someone at 7p per minute.... And all because your website doesn't work properly?!?