Why is service status lying to its customers

[sunnypurba]

For the past few days I have noticed an issue with my home broadband and telephone line.

SPEED TEST

DL - 200 Mbps - 250 Mbps

UL - 0.10Mbps or lower

So as any normal person I would go to service-status

- https://www.virginmedia.com/support/help/service-status/

The websites states

- We can’t see any issues affecting NE27 0RU

So as any normal person, I restarted hub - this did not resolve the issue

- but i noticed after restarting my hub, my telephone no longer works

- Great, I am paying for a service that I no can longer use, and the automatic eligibility for compensation is 2 days. What a joke.

I called through to Virgin Media Support and the robot recognised my number and asked if you were reporting a problem for the NE27 area

- I pressed 1 

- The Ai then said there is a problem in your area and technicians are working hard to fix this.

So every 30m I am checking the Service Status Page

- https://www.virginmedia.com/support/help/service-status/

And I still see

- We can’t see any issues affecting NE27 0RU

So can anyone tell me why Virgin Media are lying to its customers in regards to its service having issues in areas where there are known issues?

I currently cant watch any streaming platform because it randomly disconnects or buffers

- I am unable to play games, as i am not able to connect to Steam or Battlenet

- I am paying for something I cant even use.

So Internet and Landline are defunct 😐

[goslow]

The online service status page generally reflects faults affecting large numbers of users. The service status phone number 0800 561 0061 might report faults at a more localised level.

If you reported the fault by phone, and an automated response confirmed the issue, then your fault should be logged for the purposes of compensation.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

but VM gets two clear working days to fix a fault before any compensation is due. The automatic compensation scheme covers a 'total loss of service' for broadband or phone but the TV service is not included in the scheme.