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JB29's avatar
JB29
Joining in
4 months ago

Outage

Hi all, my neighbours and I have had an outage for 4 weeks. The other half of our building is fine. We keep getting automated messages saying the fault is recognised and being dealt with and the clearance date keeps getting moved back. The off shore help desk gets the same messages but unlike us they treat it as gospel and so we are hitting brick walls. We almost got an engineer but he was called back as it’s considered a network fault and he couldn’t look at something that involved more than one customer. Our concern is that this is totally automated and stuck in an infinite loop with no human contact. Any help would be appreciated.

John

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    4 months ago

    Hi JB29 

    Welcome to the Community Forums. 

    Sorry to hear you're affected by an area outage. Checking the systems on our side we can also see that an outage is affecting your services.  You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you. The current estimated fix time is 6 February 2025 at 10am. This might be resolved sooner or extended further if more works are needed to resolve the fault. 

    Our apologies for any inconvenience caused by this, we can assure you the team is working to resolve this as soon as possible for you. Please try a reboot at 10am on 6 February and let us know if you're experiencing any further issues. 

     

    • JB29's avatar
      JB29
      Joining in
      4 months ago

      Thank you Carley_S

      It’s just that the fact one half of the building is working seems to suggest it’s quite local and we’re surprised an engineer hasn’t visited the street cabinet or the building distribution cabinet within the 4 weeks. Also we don’t have anything intermittent, we have absolutely no broadband, TV or phone.

      thanks again

      John

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        4 months ago

        Appreciate the confusion with it only affecting half of the building as you say. The team will be working in the area to understand the fault and work to resolve this as soon as possible. Should you be experiencing a total loss of service at this time, then these will be assessed for any eligible automatic compensation once the outage is closed. 

  • JB29's avatar
    JB29
    Joining in
    3 months ago

    Carley_S

    Still no service but my neighbour has managed to get a customer engineer to visit. Guess what? The fault is in the cabinet feeding our block. This was obvious to us two months ago. We even had messages this morning saying the fault was cleared but I suspect that was more about it being eight weeks rather than it being cleared! Anyway the engineer has now confirmed our diagnosis, so we’ll see how long it takes for a network person to appear. I presume it will be less than two months!

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      3 months ago

      Thank you for the update and I am sorry to hear this.

      Have you been told the date / time or do you need this confirming?