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adele751's avatar
adele751
Joining in
3 months ago

No phone , tv or Internet

Hello I have the hub 5 yesterday it stopped working and said it was a postcode issue my neighbours either side of me both have virgin and no problems and 2 people across road also no problems?? I find it hard to believe it can be a post code issue ? They keep changing day and time the issue will be resolved with everything not working it's a total nightmare,  has anyone had issues like this ? The hub is just flashing green constantly,  I feel this is an issue with my equipment not a post code issue but getting no where when speaking to virgin how long do I have to have no service before I can consider cancellation of contract I've been with BT for 20 years and never had this issue,  only been with virgin 3 months and not impressed with explanations or customer service 

4 Replies

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    3 months ago

    Hi adele751 

    Welcome to the Community Forums. 

    Sorry to hear of your service concerns. 

    Checking the area we can see that there is an area outage raised. You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you. The estimated fix time is 4 February 2025 at 13:15. This is an estimated fix and might be completed before or extended further if more work is needed. We can see on the systems on our side that you've since been in touch to discuss this issue. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

  • adele751's avatar
    adele751
    Joining in
    3 months ago

    This isn't an area there are 10 people in my cul de sac with virgin and they all have service my repair date has been changed 5 times absolutely disgusting customer service can't wait to leave virgin and any where on social media I can say it i will

  • adele751's avatar
    adele751
    Joining in
    3 months ago

    And I can only assume u have been trying to ring me on the landline that doesn't work as there is no Internet!!

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      3 months ago

      We understand area outages are very frustrating and we are sorry for any trouble caused, this will be affecting the whole area and not just you.

      The network team will be working on a fix for this. 

      Any updates will be posted here  Cheers