Why does the "Got a problem with your services?" page not give correct information?

[pfv]

This afternoon I have very slow broadband (about the speed of a dialup) and no picture on the TV.

When I finally managed to get the "Got a problem with your services?" page up, it shows "Good service" on broadband, TV and phone!

I therefore assumed that the faults are specific to my equipment or line and decided to ring to report it.  However, as soon as I selected the option for broadband faults I got a recorded message saying there is a fault in this area, which engineers are working on and when I selected the option for TV faults I got a recorded message saying there is a national fault, which engineers are working on.

Since Virgin Media clearly know about the faults as they've put in the recorded messages, why does the "Got a problem with your services?" page show a Good service?

[Steven_T]

Hi pfv

Thank you for your question about the "Got a problem with your services page". In answer to your question the reason it says good service even though there is a fault in your area is that even though there may be a fault on your particular part of the network in your area the rest of the network in your area may not be experiencing any problems at all and therefore the rest of the network was not experiencing a fault and the service status page showed good service to reflect this.

[pfv]

The recorded message said the TV fault was national and the broadband fault applied to all of my Postcode area.

Neither of these tie in with Steven_T's suggestion that "the rest of the network in your area may not be experiencing any problems at all and therefore the rest of the network was not experiencing a fault and the service status page showed good service to reflect this." — A national fault by definition applies to the whole of the network, and since the page heading is "Service status in your area" I cannot see how a fault applying to the whole postcode area does not apply to the the rest of the network in my area.

[Benjamin_T]

Hi pfv,

This is due to the fact that there may be 2 UBR's in your postcode area. This would then give customers on the fully operational UBR an inaccurate indication of a fault.

We are still updating how our service checker reports faults as this is still a new system that is in place.