Forum Discussion

SmurfSam's avatar
SmurfSam
Joining in
3 months ago

My internet is down, my neighbours internet is down. But apparently nothing is wrong?

So my internet has been down since 11pm, my neighbours next door are having the exact same problem, they switched to virgin the same time as me (around 2 weeks ago)

When i call the number it is just an automated message saying that no faults have been detected and it will be fixed after i restart my router, and then it hangs up??? As my neighbours internet is down aswell there clearly is a fault. I have tried restarting my router anyway, and obviously that did not fix the issue. Now what?

Honestly i wish i was still inside the 14 day window so i could just cancel and wait for another fibre option to be available in my area.

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

    The free, automated 0800 5610061 status line is often more reliable for localised faults.

    The online status page tends to work better for wider, national or regional issues.

    • SmurfSam's avatar
      SmurfSam
      Joining in
      3 months ago

      That number is saying no issues aswell. Thanks for the info though, ill remember to check that one aswell next time.

  • SmurfSam's avatar
    SmurfSam
    Joining in
    3 months ago

    Update: Internet is still down. They said it would be back up 1pm yesterday, i have just called again and now they are saying it will be back 6:30pm today... Somehow i highly doubt that.

    This is NOT giving good first impressions as a new customer.

    • John_GS's avatar
      John_GS
      Forum Team
      3 months ago

      Hello SmurfSam 
      Thanks for posting and welcome to the community. We are very sorry to hear of any service issues and agree it's not the ideal start. We have been able to do some checks due to the Forum information provided and can see you are impacted by an area fault. F011563113 - this is the ticket reference. The estimated fix date is today at 5pm. We are sorry it's taking longer than expected to resolve. This is due to damage caused to fibre cables.