Issues in your postcode... message 5 days now

[vchan24]

My broadband signal has been terrible for the past 5 days now and there's been no communication from virgin media on when they are going to fix it. I work from home and bought VM because it promised fast broadband but this makes me unable to work here.

The message in the app says:

"Looks like there are issues in your postcode affecting your services

There's a broadband issue in your area and our engineers are on the case to fix things. Check back here at any time for updates."

I've called the support line 0800 5610061 but came back with an automated message with the same, adding on that it's a complex issue and engineers are working on fixing it.

Signed up to the text messages in that same call but haven't received anything yet.

Looking to see here if anyone else has had this issue and advice on how to contact VM to fix this! Also, will i be able to receive compensation for this?

[Kath_F · Accepted solution]

Hi vchan24, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there is a fault in your area that is affecting you. The outage is an SNR outage - SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. As a general rule it's normally caused by customer equipment e.g. loose connections or 3rd party equipment attached to our network. However it can also be attributable to local architecture, e.g street cabinets, cabling or at the origin of the signal which we call the Headend (servers/routing system). The only way to establish where the noise is originating is for the Network Techs to run a series of trace routes. Once found then the cause dictates he amount of work required and the time frame for resolution. 

The team will update the service status page as soon as they are able to give an estimated fix time. We do have an automatic compensation scheme in place. When there is a total loss of service for your broadband or phone line for more than 48 hours, the account is automatically assessed for compensation, once the fault is closed as resolved. If eligible, the credit is added and will show on the next bill due to be generated. You can view more about this here. 

Thanks,