Forum Discussion

FreddieJ's avatar
FreddieJ
Joining in
5 months ago

Service down again

I can't seem to get any answers when I eventually call customer service but in the Portsmouth area I have had several complete dropouts of the service usually from 11pm one night until 8pm the next day. Some times this is notified in advance as maintenance but tonight is not one of those nights and ironically it is also due to be down on Monday night going into Tuesday as well. This has now happened 7 or 8 times in the past 2 months. Is there a reason for so much maintenance on the service in the area? Is it that bad that it is not fit for purpose?

I get many people may be asleep at these times but I am not one of them and often work at these times and do zoom meetings so it is starting to effect my job and there is only so many times I can use the reason I can't work because my internet is down.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    5 months ago
    FreddieJ wrote:

    I can't seem to get any answers when I eventually call customer service but in the Portsmouth area I have had several complete dropouts of the service usually from 11pm one night until 8pm the next day. Some times this is notified in advance as maintenance but tonight is not one of those nights and ironically it is also due to be down on Monday night going into Tuesday as well. This has now happened 7 or 8 times in the past 2 months. Is there a reason for so much maintenance on the service in the area? Is it that bad that it is not fit for purpose?

    I get many people may be asleep at these times but I am not one of them and often work at these times and do zoom meetings so it is starting to effect my job and there is only so many times I can use the reason I can't work because my internet is down.

    Is anything showing using the /check-services/ function, or anything on the automated Service Status number  0800 561 0061 which often gives details of more local issues down to postcode level.

    I wonder if there is any correlation with the coaxial cable extension <here> that you performed in early September. (I doubt it as you were only moving the TV, but it can't be ruled out)

    • FreddieJ's avatar
      FreddieJ
      Joining in
      5 months ago

      No there is a fault in the area again as I have already checked as it has become routine over the past couple of months. As I also started sometimes I will get advanced notifications of maintenance but even then 7 or 8 times even when it is not planned at the exact same times seems excessive and that there is a major fault that customers haven't been notified of that needs so much work throughout the night.

      It is definitely not the coaxial cable or any hardware issues my end as I have gotten way to many texts from virgin media over the past two months to know this is a regular issue.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        5 months ago

        Hey FreddieJ, thank you for reaching out and I am sorry to hear there is an area outage.

        We understand this is very frustrating and we are sorry for any trouble caused.

        The network team will be working on a fix for this and any updates will be found here Cheers