London NW6 Broadband issue
Can anyone at VM confirm there is a broadband issue in London NW6?
text updates are saying engineer is on site, then engineer is on their way and now a fix date and time of November 27th at 8pm.
thank you
Forum Discussion
8 Replies
Hi sunspot72
The forum staff would only be able to give the information that you yourself have available.
There is the online /check-services/ function which is normally for large scale outoutages, however the best pace to check is the automated Service Status number 0800 561 0061. This often gives details of more local issues right down to postcode level along with estimted fix date and time..
Hi @newapollo
Thank you for the response.
Is there any way that VM could identify an issue with my router whenever I call the helpline (the number you provided). I know it sounds a bit far fetched. So, each time I call the number it identifies my postcode from my mobile phone number, and says there is an issue in the area - it quotes my postcode. The updates by text message from VM change from fix dates from yesterday, to tomorrow the 27th, then back to today and now o de again, to tomorrow evening.My main issue is that I had cables cut and removed at the house on Sunday afternoon, and give or take 5 minutes or so, it coincided with the broadband going down. It could very well be a freakish coincidence but I just wanted to check. The cables that were cut by the way, were from old TV materials on the other side of the room, at least I hope so anyway. I eventually got through to VM reps and they still maintain it is an issue in the area….bit I am left wondering if they are just seeing an issue directly with my router, which is obviously down (continued green flashing lights).
Apologies if this is confusing and once again,any thanks for your initial response.
Hi @newapollo
Thank you for the response.
Is there any way that VM could identify an issue with my router whenever I call the helpline (the number you provided). I know it sounds a bit far fetched. So, each time I call the number it identifies my postcode from my mobile phone number, and says there is an issue in the area - it quotes my postcode. The updates by text message from VM change from fix dates from yesterday, to tomorrow the 27th, then back to today and now o de again, to tomorrow evening.My main issue is that I had cables cut and removed at the house on Sunday afternoon, and give or take 5 minutes or so, it coincided with the broadband going down. It could very well be a freakish coincidence but I just wanted to check. The cables that were cut by the way, were from old TV materials on the other side of the room, at least I hope so anyway. I eventually got through to VM reps and they still maintain it is an issue in the area….bit I am left wondering if they are just seeing an issue directly with my router, which is obviously down (continued green flashing lights). Apologies if this is confusing and once again,any thanks for your initial response.
I have been without broadband since Sunday afternoon. Every update text I receive just seems to change from fix date to fix date - I even got a message saying the problem has been fixed. Now the latest update I receive both by text and logging i to status page is a fix date of December 3rd. This is for a supposed outage in the London NW6 area. One minute engineers are on the way, the next they are onsite, then back to on their way again.
I have had countless calls to the outsourced customer service, and they don’t seem to have a clue what is going on. I really start g to think this is a fault at my end and exclusive to my home, and not some problem in the area. I have never been without service for 4 days before, let alone for another potential week.
can someone, anyone from VM let me. Now what exactly is going on?
- Steven_L
Forum Team
Hello sunspot72,
Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you've been having with your connection. Are you still experiencing issues with your connection at the moment?
Kind Regards,
Steven_L
I m in NW6 and i have a complete outage of all 3 services from Virgin (broadband, phone and TV) since the last 24 hours and my fix date is December 1st! Pretty shabby really
- Kath_P
Hi RoyalSiam,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear there is a fault affecting your services. We understand this can be frustrating but rest assured that whilst we can't offer a 100% fault free service, we do promise to fix faults as quickly as possible.
Any fix times noted are only estimates based on the information we have at the time, so it's possible things may be resolved before the estimated fix time stated. Some faults can be more complex than others, meaning they can take longer to resolve.
You can keep up to date on the fault, and latest fix time information here.
We do have an automatic compensation scheme in place. When there is a total loss of service for your broadband or phone line for over 48 hours, the account is automatically assessed for compensation, once the fault is closed as resolved. If eligible, the credit is added and will show on the next bill due to be generated. You can view more on the scheme, including eligibility here.
Many thanks,
