Virgin TV unstable : Castlecary / Uddingston

[m8internet]

This started this morning and is only affecting the TV service
Castlecary UBR (Uddingston)
Area 09
There is no mention of any issues on the Service Status

No TV service :
01:00 to 01:40
01:40 to 02:45
02:50 to 03:30

Ever since it's been erratic and unwatchable
At random intervals, typically every 90 to 180 seconds, the entire service is lost for about 15 seconds

All I have been advised is that there is a known fault which will be resolved shortly

I have noticed that my Broadband modem loses connection sometimes, but not as often as the TV service
So far it has only ceased service twice, but the TV was unaffected at the same time

Any information or others also affected welcome

Usually when I lose service it is total and in excess of 6 hours
I've never had this before and given it has been in excess of 12 hours I assume the usual compensation applies

[Digital Fanatic]

Originally Posted by m8internet

This started this morning and is only affecting the TV service
Castlecary UBR (Uddingston)
Area 09
There is no mention of any issues on the Service Status

No TV service :
01:00 to 01:40
01:40 to 02:45
02:50 to 03:30

Ever since it's been erratic and unwatchable
At random intervals, typically every 90 to 180 seconds, the entire service is lost for about 15 seconds

All I have been advised is that there is a known fault which will be resolved shortly

I have noticed that my Broadband modem loses connection sometimes, but not as often as the TV service
So far it has only ceased service twice, but the TV was unaffected at the same time

Any information or others also affected welcome

Usually when I lose service it is total and in excess of 6 hours
I've never had this before and given it has been in excess of 12 hours I assume the usual compensation applies

There was an outage at Uddingston RHE today. There was a fault with one of the headend lasers. Engineers were working around the clock to resolve the issue. It was resolved just before 7pm today.

VM loss of service policy is to refund for every full 24 hours without service and since the outage is under that, then you will not get a refund.

[m8internet]

My service was still being affected up to 21:00

Originally Posted by Digital Fanatic

VM loss of service policy is to refund for every full 24 hours without service and since the outage is under that, then you will not get a refund.

I've argued over losses of over 12 hours before and they have been honoured
In 7 year I have only complained three times about losses greater than that, so this will be the fourth

In effect this was 24 hours to me :
early morning on 26 January (01:00)
afternoon on 26 January (13:00)
early evening on 26 January (20:00)

[Peter_]

Originally Posted by m8internet

My service was still being affected up to 21:00


I've argued over losses of over 12 hours before and they have been honoured
In 7 year I have only complained three times about losses greater than that, so this will be the fourth

Credits are at the discretion of the agent and most will not credit for losses of less than 24 hours as that is the guidelines for giving a credit, also they should only credit for the time lost so if your charge is £30 for broadband and they credit you for 24 hours you would receive £1 for loss of service.

[Digital Fanatic]

Indeed. to be fair to the OP, he doesn't sound like someone who's always asking for credits.

As Masque says, it's up to the agent you speak to, but the guidelines have been posted here.

[m8internet]

Originally Posted by Masque

Credits are at the discretion of the agent and most will not credit for losses of less than 24 hours as that is the guidelines for giving a credit, also they should only credit for the time lost so if your charge is £30 for broadband and they credit you for 24 hours you would receive £1 for loss of service.

That doesn't match my previous complaints
Each has resulted in a full months credit
As above, been with TeleWest / Virgin Media and only had to complain three times for loss of services between 6 and 48 hours

This one doesn't bother me as much as the broadband was still operating
The previous ones were complete loss of service

[Digital Fanatic]

Originally Posted by m8internet

That doesn't match my previous complaints
Each has resulted in a full months credit
As above, been with TeleWest / Virgin Media and only had to complain three times for loss of services between 6 and 48 hours

This one doesn't bother me as much as the broadband was still operating
The previous ones were complete loss of service

48 hours is going to be an exception, where it's way over what any outage should last.

We aim to get most things fixed in 4-8 hours. depending on the fault.

[Peter_]

Originally Posted by m8internet

That doesn't match my previous complaints
Each has resulted in a full months credit
As above, been with TeleWest / Virgin Media and only had to complain three times for loss of services between 6 and 48 hours

This one doesn't bother me as much as the broadband was still operating
The previous ones were complete loss of service

Well you would not get a full months credit from me for such short periods as that is excessive and the agents can be disciplined and even sacked for crediting such large amounts money, plus we have a limit of how much we can credit.

[m8internet]

For lack of TV service over 24 hours (that's my 24 hours, not theirs) and not even one weeks compensation, I would terminate the service

Personally, I am not fussed over this one, only the TV service was intermittent over a 24 hour period
The service has now been terminated; broadband only now

[Peter_]

Originally Posted by m8internet

For lack of TV service over 24 hours (that's my 24 hours, not theirs) and not even one weeks compensation, I would terminate the service

Personally, I am not fussed over this one, only the TV service was intermittent over a 24 hour period
The service has now been terminated; broadband only now

Again the agent would be quite wrong and can be disciplined for not following process and you should only receive compensation after a 24 hour period from the time and date you reported the fault which in a lot of cases would be less than £1 per day.

The same applies to your broadband and that can in many cases be even less than the above amount.