Hi,
My broadband was down for more than 24 hrs already, I kept checking the service status in the app and it kept showing there is an issue in my area, and the engineer is fixing it.
Can anyone let me know when would it be fixed, or if indeed it’s just for my house and I should book an engineer to come check? I need to work at home so broadband being gone affects me a lot.
Cheers
I would always advise a backup solution if you work from home. One of the mobile MVNOs with a PAYG SIM would suffice. Virgin Media Broadband is a Residential class service, so there is no SLA for fixing faults as there is with a Business class provision.
For instance, if you are on VMs legacy DOCSIS network, failure of a cabinet amplifier requires a new one to be pre-calibrated & tested before it can be inserted into any specific point on the network. Not doing could cause weeks of disruption in the network segment. This may not be your specific scenario, but amp replacements can take 24 hours.
VM will not send a technician if there is a known area fault.
Always use the phone number below and VM will never inform users of what the exact problem is.
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
Hi Tempo3ply
Thank you for your post, welcome to the Community Forums.
Sorry to hear that you've had no connection for some time. I've had a look on our side and can no longer see that an outage is impacting you. Can you please let me know if everything is okay now, or if there's anything else we can help you with?
Thanks
