Forum Discussion

terrynorth's avatar
terrynorth
On our wavelength
22 days ago

M41 Area

‪what is going on in the M41 Area?. We have been having intermittent broadband and phone the fix date keeps changing it’s going on for 10 days now it’s ridiculous ‬after asking for updates via email you send nothing but quick to take the money off us.

 

 

5 Replies

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

    Hi terrynorth,

    We're sorry to hear about the issues you have been having with your broadband connection. 😔

    Checking our systems, I can see that there is a fault open that is affecting you. The details of that are here: 

    • ➡ Fault reference number: F011876839
    • ➡ Estimated fix time: 7 Jul 2025 16:00
    • ➡ Description: Status report  ||  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 things as soon as possible.

    There is a note of this on your account so the relevant teams are aware you are affected and this will ensure the account is assessed automatically for automatic compensation once the fault is closed as resolved. You can view more information on this, as well as the eligibility criteria here 👉 Automatic Compensation

    If there is anything else we can do, let us know. 😊

    Thanks,

  • gaz_brooks's avatar
    gaz_brooks
    On our wavelength
    15 days ago

    Hi all, came on the community to check it wasn't just me feeling frustrated with the lack of responsibility for fixing this issue in the M41 area.  New estimated fix date has been pushed out again, now too the 14th July. All the time it's been problematic that date gets pushed. 

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      13 days ago

      Thanks for the update on this gaz_brooks, apologies for the issues relating to an outage in your area. Estimated dates can be pushed depends on many factors and situations beyond our control that can prolong this. 

       

  • terrynorth's avatar
    terrynorth
    On our wavelength
    7 days ago

    Again it’s been pushed back to the 21st this is ridiculous £85 a month and can’t not even get online some of the time and when you do it’s cuts off.

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      4 days ago

      Thanks for coming back to us terrynorth. We're sorry that the issues in your area are still ongoing. To provide a bit more information on the issues that you're experiencing. Any total loss of service for over 48 hrs is covered by our Auto Compensation https://virg.in/autocomp.

       

      There is an SNR issue in your area, this is an issue within the network in your area and is to do with the signal to noise ratio in the connection. If the noise is too high this can cause interference and affect the strength and stability of your connection. We can assure you that the team are working on resolving this as soon as possibly but it can take more time to resolve these issues than other faults. The team would need to identify the location of the interference this could be at the distribution, street cabinet or even a customer in your area not using correct or approved cabling, this is the reason why SNR issues can take longer than other faults to resolve.