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Otnemem1985's avatar
Otnemem1985
Joining in
2 months ago

Loss of Service in NW6

It's been nearly 48 hours since internet has failed in the postcode NW6 6LN.  VM claimed to have solved the issue last night but internet is still not back on - despite switching off/resetting the router several times.  Online service status no longer records an issue, even though internet is clearly still not working.  We have an engineer booked for Thursday but cannot wait that long without internet.  I have tried calling repeatledly but each time I have been automatically disconnected and fobbed off with an SMS claiming to provide next steps through a weblink that turns out to be expired.  This is unacceptable service.  Can someone please confirm asap whether the issue is still an area-wide issue and is being looked into, and provide a timeframe for resolution?

My contract with VM is up in a couple of weeks and at this rate I will not be renewing it due to the price increase and poor service.

Thank you.

Broadband
failure
Internet
loss network
loss of service
NW6

4 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    What does the automated service status number 0800 561 0061 report? It supposedly gives more localised info than the service status page.

    Any fix times given by VM are nothing more than estimates.

    Keep good records of everything that happens to ensure you get any compo that might be due

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

    • Otnemem1985's avatar
      Otnemem1985
      Joining in
      2 months ago

      Thanks. I called that number and it says there is no fault in the area but my internet is still not working and there is no way of speaking to a human. When I call the 0345 454 1111 number, the automated voice just tells me that it looks like my modem is disconnected (which it isn't), hangs up and sends me a text with a link where I can supposedly run more checks and order a new modem but the link is expired! It's Kafkaesque. 

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        2 months ago

        Hi Otnemem1985, 

        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 your internet has not been working lately. Whilst we can't offer a 100% fault free service, we do promise to fix faults as quickly as possible. 

        Where we're unable to resolve a fault remotely, we would need to book an engineer. You'll always be offered the next available appointment but on occasions, this does mean waiting a few days. Checking things here, we can see the fault was resolved today and your hub is showing as online.

        Please let us know if you're having any further issues since the visit. 

        Many thanks,