Forum Discussion

dan_hairy's avatar
dan_hairy
Tuning in
1 month ago

Broadband keeps going off at the same time

Hi, I have a problem with my broadband going off, it has gone off 4 times in the past 7 days and each time it remains off (blue light flashing on router) until the early hours of the morning. For the past 3 nights it has gone off at the same time each night. I try to get in touch via your AI contact bot or whatever it's called and it fails each time. Last night after I went through all the checks etc with the bot it said I would be connected to an advisor and the wait would be 9 minutes. After 45 minutes I was cut off and it said all the agents were resting now! 

The one time I did get in touch with an advisor, last Wednesday, he said there was a localised fault and engineers were fixing it, obviously whatever they did hasn't worked and I am expecting my broadband to go off again tonight at 2035.

How do I lodge a complaint with Virgin about this, it seems they don't want people to contact them so what other option do I have?

5 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    1 month ago

    Try checking with Area faults on  0800 561 0061 or if you have a VM landline 150 as small local faults are not listed on the VM status page.  If there is an outage, VM will not send any engineers to check your circuit.

    Are there any clues in the Network log around this time as to why it is rebooting?   Have you tried a 60 seconds pinhole reset in case it's a firmware update that's not completing properly?

     

  • goslow's avatar
    goslow
    Alessandro Volta
    1 month ago

    Use the automated service status number 0800 561 0061 to keep track of any faults in your area. Set up a BQM to track the disconnections 24/7.

    https://www.thinkbroadband.com/broadband/monitoring/quality

    Keep records of dates/times etc. as evidence to quantify the extent of the loss.

    There is a compensation scheme for a total loss of service of broadband and/or phone

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    but under the scheme VM gets 2 clear working days to fix a fault before any compo is applied. This is not much help for short, intermittent loss of service.

    If you have a record of the outages, you may be able to get a 'goodwill' payment from VM for the sub-standard service.

    A VM person should reply to your topic, usually within a few days, and may be able to give you more info (such as a fault number).

  • dan_hairy's avatar
    dan_hairy
    Tuning in
    1 month ago

    Thanks for the replies, I have since spoken to a few neighbours who have Virgin and theirs has also been going off at the same times, one of my neighbours pointed me to a local facebook group and it appears that all the local villages have also been losing connections at the same time.

    On these groups some people have posted replies that they have had back from customer support and these range from, it's scheduled maintenance and will continue to go off at night to people being told there aren't any problems and it must be their home equipment.

    If it is scheduled maintenance you would think Virgin would tell customers ahead of it to warn them that it is going off, at least one would hope they would.

    • Molly_T's avatar
      Molly_T
      Icon for Forum Team rankForum Team
      30 days ago

      Hi dan_hairy 👋 welcome back to the community forum! Thanks for posting. 

      Sorry to hear that you are experiencing some issues with your connection! As the other members of the community have already advised, you should be able to check for any local outages or known faults via the service checkers 👉 https://virg.in/service or by calling 📞 0800 561 0061. From your post it does sound like there may be a known outage affecting you. It also looks like there were a few issues registering on your hub earlier this week, but this has since settled down - how are things at your end now? If you have further issues please let us know so we can investigate and offer further support! 

      Wishing you all the best. 🌞

       

       

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    1 month ago

    The flashing blue light means the hub is trying to re‑establish downstream/upstream lock. My strong suspicion, backed up by your neighbours having the same problem, is that there is rebalancing or upgrading of the CMTS and/or node. You have to wait until this work is completed but you should then get a better service.