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Diagnosis4995's avatar
Diagnosis4995
Joining in
23 days ago

Broadband Outage - Partial Services (DS Only)

My broadband has been dropping out since Thursday. Virgin flagged the issue that same day and the service status on my account was updated, but the fix date keeps shifting. It seems it was area wide. It was meant to be sorted Friday morning and has now moved to Monday 24 November.

My Hub 5 is in modem mode, and I’ve rebooted it, powered it off, and tried every usual step. Nothing changes. The connection still cuts out without warning. Speed is around 180-230mbps when I should be getting 500mbps. There are loads of pre and post RS errors on the downstream channels. On the home page of the modem the internet status says Partial Service (DS Only) in red. 

I work from home, so this has caused a real mess. Sky Stream keeps freezing, and things got so unreliable that I’ve ended up staying at my in-laws over the weekend just to get work done. They’re on Virgin too, and their speed is completely fine, which makes the whole situation even more confusing.

Can someone explain what’s going on with this fault, why the fix date keeps slipping, and whether anything can be done in the meantime to keep the line steady?

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3 Replies

  • Diagnosis4995's avatar
    Diagnosis4995
    Joining in
    22 days ago

    Thanks for the info. I get that a residential line doesn’t come with an SLA and that compensation is handled through the automatic scheme. I’m not expecting business-grade guarantees, but the shifting fix date and the lack of clear updates have made things tricky.

    I can hotspot from my phone for basic work, though it isn’t strong enough for everything I need to do day to day. The main thing I was hoping for was a bit more clarity on what’s actually causing the fault since the status page keeps moving the goalposts.

    I’ll wait it out, but if any extra detail becomes available, it would help a lot.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      20 days ago

      Hi Diagnosis4995,

      Thanks for your post and welcome to our community. We're very sorry to hear about the service issues you're having.

      We aren't able to provide details on the actual fault cause or fix. We do however advise of any known outages, provide a description of what the impact may be to the service, and provide an estimated fix time. 

      The fix times are estimations and can be changed dependant on the complexity of the fault. 
      How has the service been since posting please?