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WillPre's avatar
WillPre
Joining in
6 months ago

Broadband disconnected for 24 hours

Hi - hoping for some advice from experienced Virgin customers.  Our broadband went down at about 7pm last night.  It's not worked since.  Several virgin customers in our street are reporting similar issues.

Virgin systems (including the mobile app) seems to say there are no issues, but when running diagnostics it can't contact our equipment...so clearly there is an issue.

The virgin app sends you to the contact centre, the contact centre doesnt let you speak to someone and sends you back to the virgin app.  Which sends you to a virtual assistant which is useless and a whatsapp service which has been unresponsive for 3 hours 

I've only been with Virgin for two weeks and am surprised to be having such basic problems speaking to someone.   Does anyone have advice on how I can progress this?

3 Replies

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    6 months ago

    If nothing is showing using the online service checker then you could try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level, whereas the online checker usually only lists major issues that affecting large areas..

  • Tudor's avatar
    Tudor
    Very Insightful Person
    6 months ago

    "the contact centre doesnt let you speak to someone" it should do. The telephone is the primary place for reporting faults. VM do not proactively monitor home broadband connections so the only way they normally know that there is a fault is when someone reports it. Also you must report faults to get automatic compensation. Below is detailed info: 

    Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

    VM will not dispatch any technicians while an area fault exists.

    If no area faults found:

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

  • Zach_R's avatar
    Zach_R
    Forum Team (Retired)
    6 months ago

    Hi WillPre,

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm sorry to hear that you've been having some broadband issues recently and have had some trouble in trying to contact the team to discuss. I've checked over things on our systems and I'm unable to detect any issues currently which would explain this.

    How are things for you today? Any better or are those issues still present?

    Thanks,