I have had no service for 4 days now, and all I can find are o contact support is the service status checker.
I’ve not had any email update in status and although it says it’s been updated the very minute I check it, it’s been the same for 4 days, nothing changes.
Any other way to get through to a support number even with a wait would be good.
Check for known faults in your street. Try both methods:
Call the local fault line: 0800 561 0061 – this is an automated number.
https://www.virginmedia.com/help/check/status/identification/identify
If the fault is on your line only, the fault will not be reported using the above methods, so call VM on 0345 454 1111 and book an engineer to repair your connection.
The fault is in the area, not my line. And has been for 2 weeks already.
I tried the local fault line , and got an agent in Asia somewhere, that had exactly the same information that the checker is giving out. And was not able to direct me to any actual local area support .
id like to know why a fault is accurately predictable to be fixed 5 days in advance , at a specific time, but no further updates provided anywhere as to the progress?
I’ve also found d nowhere that I can register a full loss of service, except finally when eventually speaking to the agent. If there’s a known fault registered already it doesn’t give an option to speak to an agent to report it.
I'd take the date time as a rough guide only, E.g. if a outage is logged at 3pm on Tuesday with an estimate of 1 week to resolve, the expected fix date and time will be come 3pm next Tuesday, a level of precision that can not be relied upon if parts prove to be unavailable etc.
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
Yes that link for compensation says you will automatically calculate the amount from when I register the service is down, but not where you can register it as being down.
When I spoke to the agent she said it was showing intermittent service in my area, (so not a total loss of service) but mine has been completely down, and I have been checking regularly.
Forum TeamHi Ronniemar 👋,
A warm welcome to our Community Forums and thanks for your post.
I am sorry to hear about the issues with your service.
I've checked our systems and can there is an outage impacting your area.
You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then.
This has been raised under Fault Reference number F012016180 and the estimated time of fix is 22 Oct 2025 13:00.
We are sorry and our engineers are working hard to resolve this for you.
This fault was eventually resolved, but I have not recieved any compensation for loss of service, despite being assured by customer service that it would automatically be registered, I didn’t have to apply for anything. I’ve now had 2 bills at the full amount, with no credits, yet I had to run off mobile data for a week without broadband. And I have since had several days whet it’s gone again, but returned within the same day.
Forum TeamHello Ronniemar.
Thanks fot your post.
Sorry to hear the automatic compensation was not applied.
Can we ask if you were without continous service for over 48 hours?
Gareth_L
