Forum Discussion

dream_syndicate's avatar
2 months ago

How to get a proper update on a fault?

Hello - I have had no broadband service for a week now.  Estimated completion times have been pushed back three times, with the latest now being 18 December, i.e. 13 days after it first happening.  I have no confidence that this date will be met.  How can I get an actual update on the problem?  It seems impossible to speak to anyone on the phone, I just get stuck in a loop of automated messages.

Grateful for any advice!

  • goslow's avatar
    goslow
    Alessandro Volta

    Any date you get from VM will only ever be an estimate.

    It is often suggested on here that the automated service status number 0800 561 0061 is likely to report the most accurate advice for your locality.

    If you have a total loss of service of broadband and/or phone make sure you have phoned it in to report the TLS to VM as you should be eligible for compensation as per

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