Forum Discussion

Skw247's avatar
Skw247
Tuning in
6 months ago

No Virgin Broadband

After a thunderstorm on Thursday morning we had an area fault that took out all of Virgins services. Contacted VM and an engineer was due to come on Friday. VM cancelled as this was an area fault. This was supposedly resolved on Friday night . Broadband was still down for some of the area. Had an engineer booked for Saturday again Vm cancelled. Spoke to a human on Saturday and then had an engineer booked for Monday. Guess what this also got cancelled as Vm said the issue is fixed messaged today now can not get an engineer till Wednesday.  Why do VM cancel appointments automatically let the customer do it when they know the Broadband is fixed. Because of where we live our O2 network is rubbish for 4g but that is another rant. Vm get your issues sorted out.

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    You appointments are being cancelled because there is a fault that affects the area / your street / streets in your locality.

    The fault in not related to your connection to the local street cabinet.

    Use 0800 561 0061 or https://www.virginmedia.com/help/check/status/identification/identify 
    to follow the progress with the fault.

    Once the area fault is fixed, everyone's internet & TV will come back on.

  • Skw247's avatar
    Skw247
    Tuning in
    6 months ago

    I know is is an area fault but VM keep stating it has been fixed so then the appointment gets cancelled. But the are not fixing the issue. As usual the website says no issues in my area

    • newapollo's avatar
      newapollo
      Very Insightful Person
      6 months ago
      Skw247 wrote:

      I know is is an area fault but VM keep stating it has been fixed so then the appointment gets cancelled. But the are not fixing the issue. As usual the website says no issues in my area

      The website status report is for known issues that are more widespread, often affecting 100's or 1,000's of users, so not ideal for local problems.

      The automated Service Status number 0800 561 0061 gives details of more local issues down to postcode level.

      • Skw247's avatar
        Skw247
        Tuning in
        6 months ago

        And the automated service telephone number has been sayingnthere is no fault. The bit that has got on my nerves is the fact that I have had an engineer booked on Friday Saturday Monday Tuesday and no I have to wait till Wednesday. If they did not cancel the appointment I could have had this sorted tomorrow. 

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    6 months ago

    I get the feeling there are multiple issues here & not just one. Lightning strikes can take out multiple amplifiers & cables on the network. They can also blow the safety isolators on customers individual lines. Isolator faults cannot be detected by VMs network monitoring as they reside inside your property (contained in the internal wall boxes). This situation is not common, & should be confined to the history books when VM goes all fibre in the next few years.