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Vman100's avatar
Vman100
Joining in
3 months ago

Broadband issue in my post code area for 6 days?!

Hi all, my Virgin broadband connection started acting up (intermittent connection, extremely slow, video streaming freezing constantly and barely loading) on the evening of Thursday 23rd Jan.  I have checked on Virgin site for issues in my postcode on 24 Jan, and it said  that there is a broadband issue in my postal code area, and they will have it fixed by Mon 27 Jan at 10:01am. I have signed up to their web team update service, and they sent me several conflicting messages over last 4 days, constantly changing the timeline of when they will fix it. They sent me 3 updates today, first one saying the engineer was on site and they will fix it by 18:00 on Mon 27 Jan. Then a few hours later they sent another update that they "have identified the problem" and they will now fix it by 29 Jan at 10:01 am.

So it seems like I will be without any workable internet for at least another 34 hours. Am I entitled to compensation? Should I contact customer service to get them to rectify the fault faster?

connectiondrop
freezing
intermittent
postal code
slow

2 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    3 months ago

    Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.
    The "compensation "timer" can also be started on this number if appropriate.

    See these re. compensation policies...

    https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know
    https://www.virginmedia.com/help/automatic-compensation
    https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automatic-compensation.html

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    3 months ago

    Hi Vman100 

    Welcome to the Community Forums. 

    Sorry to hear that you're having issues issue. 

    We've not been able to locate you on the systems on our side.  Does our Status Checker show any outages affecting you currently here? You can also call our status line on 0800 561 0061 or check your My Virgin Media app for more information: