Forum Discussion

terrynorth's avatar
terrynorth
On our wavelength
11 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.

 

 

3 Replies

  • 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

    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

      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.