Forum Discussion

vjkld's avatar
vjkld
Dialled in
2 hours 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

4 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    57 minutes 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
    52 minutes 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
      41 minutes 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
        33 minutes 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