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s9750's avatar
s9750
On our wavelength
28 days ago

Broadband issues

I live in the EH52 area in West Lothian. Had issues with our Broadband yesterday morning and after all the checks an engineer visit was booked for Saturday. Late yesterday I got a message to say the engineer visit was cancelled and that they were now aware of an issue in the area that was causing the problems with the Broadband and TV services. The estimated fix time was today at 1408. That has just been changed to 26th at 1008. Is this serious? Are we expected to be without the services for 6 days? Can someone please confirm this, surely with that length of outage we should have been contacted directly, should we not?

5 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    26 days ago

    Hi s9750 

    Thanks for posting and welcome back to the community. We're sorry to hear of any Broadband issues and the fix time has been changed. We can assure you it's not the level of service we aim to provide. Whilst we do our best to run a fault free service sometimes these things do happen. We'll always aim to have you back up and running ASAP but, in some instances, this can take longer than we'd like. 

     

    You are affected by an intermittent issue, fault number F011963420. The estimated fix date is the 26th but we hope it's fixed sooner for you.

    • Systemadmin's avatar
      Systemadmin
      Just joined
      25 days ago

      Hi Virgin Media,

      People are paying for a service that most of them rely on. Especially after Covid, when more people work from home. I understand that sometimes problems cannot be foreseen but would it not make sense to update the paying customers on what is going on? What is an intermittent issue in Virgin terms? The ticket is not giving any meaningful information. Telling me that you expecting it to be back by Tuesday on a Friday is not what I am expecting from a service that costs me more than £50 per month just for broadband. What caused this issue? Why was there no progress over the weekend? If it is a hardware fault, why is there no backup system. My area has a very weak mobile signal and my phone is set to WIFI calls. That means that I can neither use my phone nor my WIFI to get updates on the internet or call somebody. This is ridiculous and disappointing.     

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        23 days ago

        Hi Systemadmin 

         

        Thanks for posting and welcome to the community. Sorry to hear of any service issues. Upon checking this, there is an intermittent fault in your area. F011963420 - fault number. The ticket description says this; You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve it. 

        The estimated fix date is tomorrow.