Forum Discussion

terrynorth's avatar
terrynorth
On our wavelength
3 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.

 

 

1 Reply

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    7 hours 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,