Broadband issue E8 - Hackney

Question

The internet service has been down since this morning, and the initial estimated time for a fix was 16:11 . Then I received the following sms at 10:30

Great news, we've fixed your services. If you're still experiencing issues, go to our service status page to check our services: virginmedia.com/checknetwork

But the service was not restored amd another sms followed at 15:22 saying that an 'engineer was on site'

Virgin Media Outage Update - Description: Service update. Broadband, Voice and TV fault F012087140. The latest update we have is: Our engineer is on site and they're working to fix the problem. The estimated repair time is now: 23/11/2025 20:00:00. The Virgin Media Team.- ID: F012087140. Best wishes, the Virgin Media Team.

nrcpn · Answer

Can someone from VM give me further details pls!These updates are clearly not correct .. if you send your customers service update texts you should at least make sure that they are correct.&nbsp;

nrcpn · Answer

another sms at 19;45. This time 'an engineer is on their way'

Virgin Media Outage Update - Description: Service update. Broadband, Voice and TV fault F012087140. The latest update we have is: We have identified the problem and an engineer is on their way. The estimated repair time is now: 24/11/2025 10:00:00. The Virgin Media Team.- ID: F012087140. Best wishes, the Virgin Media Team.

Anonymous · Answer

When they say, ‘an engineer is on their way’, yes it suggests a person with all slots of cables and spare parts, barrelling down the motorway. Alas no, it just means that VM are ware of the issue and it has been logged. Nothing more, nothing less - nobody is actually on their way to fix it!

Similarly "Our engineer is on site and they're working to fix the problem” - no they’re not, that's a lie. But it keeps you quiet for a while no?

Tudor · Answer

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 service status page, 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.

nrcpn · Answer

Indeed, I'd prefer an honest 'the issue will be fixed within 2 business days' to flat out lies.&nbsp;

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Broadband issue E8 - Hackney

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