Forum Discussion

vjkld's avatar
vjkld
Dialled in
3 months ago

Total Loss of Broadband/TV/Phone Since 10am – Engineer Not Until 9 Dec – Possible Network Fault?

Hi,

I’ve had a complete loss of broadband, TV and phone services since 10am today. I called Virgin Media support and was told the earliest engineer appointment available is Tuesday 9th December between 4pm and 7pm, which is far too long to wait with no services.

 

This morning a van was working outside with telecoms/network markings and there was drilling, which looked like work on the local network or cabinet. It’s possible this is affecting multiple homes, so this may be a wider area fault rather than an issue specific to my property.

 

Please can this be checked and escalated urgently? If it is a network issue, the engineer appointment may not be needed, and I’d appreciate an update.

 

Also, please confirm that automatic compensation will apply for the days I’m without broadband/TV/phone, in line with Ofcom rules.

thanks

11 Replies

Replies have been turned off for this discussion
  • goslow's avatar
    goslow
    Alessandro Volta
    3 months ago

    If you have a mobile no. logged with VM, try the automated service status number 0800 561 0061 to check for any faults in your area.

    If an area fault is present your tech visit may be cancelled until the fault is fixed.

    Compo info below

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

    VM gets 2 full working days to fix a fault before any compo is applied

    It can take up to several days for a VM person to reply on here

  • vjkld's avatar
    vjkld
    Dialled in
    3 months ago

    I’ve rung the number above and the automated voice said I can’t see any issues in your area 

    • goslow's avatar
      goslow
      Alessandro Volta
      3 months ago

      In which case you can't do any more than wait it out until your tech visit or until your services come back on their own before then.

      Another topic currently reports no service in NE13 and LE12 if either of those are anywhere near your locality.

      • vjkld's avatar
        vjkld
        Dialled in
        3 months ago

        No my area is WN1. The router flashes red on and off it’s never done that before I have a stream box now. My 360 worked when the broadband dropped. Will have to find a good book. Thanks for replying 

  • japitts's avatar
    japitts
    Very Insightful Person
    3 months ago

    Sounds like the correct faulting process is absolutely kicking in. Reporting a loss of service on a residential service during Saturday, and getting a tech visit booked for the second working day afterwards, seems about normal and quite reasonable.

    It may well be that your loss-of-service is caused by an area fault, in which case out-of-hours callout has already kicked in, and will be worked on accordingly. If your service is restored as a result, the tech visit will likely be cancelled, but otherwise hold out for your visit and any faults specific to your install will be attended to.

    You can use the TV Go app to access your TV subscription in the meantime.

    • vjkld's avatar
      vjkld
      Dialled in
      3 months ago

      I’m sorry, but this really isn’t acceptable. I’ve had no broadband, no TV and no phone since 10am, and being told to wait until 9th December is ridiculous. I’m paying for services I simply don’t have.

       

      Virgin also replaced my old TV box with a stream-only box, so now a broadband outage kills my entire TV service as well. That wouldn’t have happened before, so this outage is even more disruptive because of that change.

       

      There was a telecoms/network van working outside this morning, so it clearly looks like a wider fault. I shouldn’t be waiting days for an engineer if this is an area issue that needs urgent attention.

       

      This needs escalating, not brushed off. And I expect full automatic compensation for every day I’m left without all three services.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    3 months ago

    The entire industry is migrating to an all-IP platform. VoIP is rapidly replacing PSTN, IPTV is replacing broadcast TV. A Sky Stream user loses all broadband and TV (and phone when provided by the Sky hub) if the Openreach service fails.

    As a backup I recommend a MiFi router and a 4G data-only SIM card (lots of 1-month contracts available).