Forum Discussion

Red0495's avatar
Red0495
Joining in
8 days ago

Broadband outage going on for days

There has been a complete lack of service with my virgin broadband for over a week now. When I first reported the matter through the service status it said it was a issue on my end and virgin booked an appointment for engineer to attend. Very soon afterwards virgin cancelled this and said it was an issue on their end and two issues appeared in the service status..

Since then I have been stuck in a loop of two issues (F012018470) and (F012018476) with different resolution dates which constantly change and get further away from getting resolved.

Any one else in the HA1 area suffering with these faults or can shed any light on when they might be fixed?

Thanks

6 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    8 days ago

    VM dates are "estimates" not actuals.  Keep a note of everything, as you will be due compensation for the outage.  This starts after 48 hours of the disconnect.  I believe it's around £9 ish per day?

  • atulkr101's avatar
    atulkr101
    Just joined
    7 days ago

    Yes, the same situation at my place as well in HA1 area.  No broadband service from 1st October 2025. New ETA is 15th October. This is not workable solution. What should I do now? I have raised ticket as well. Ticket id: C-03102573. 

  • ianjayne's avatar
    ianjayne
    Rising star
    7 days ago

    We have a new supplier think called BRSK in our area (BD) selling wifi up to 2G gig for £35 pm. New cables/infrastructure  too! Might be tempted when contract comes up for renewal, I can't wait until 2027 when VM say they'll have dealt with or started to deal with a crumbling system.  

  • ianjayne's avatar
    ianjayne
    Rising star
    6 days ago

    Spoke too soon. Intermittent signal in our area (14) again today. VM investigating. Yeah right. You couldn’t make this stuff up. 

  • ianjayne's avatar
    ianjayne
    Rising star
    6 days ago

    VM infrastructure is flawed. Mostly because it’s old street cables, corrosion in street cabinets and a general lack of investment over the years since much of it was installed in the early 90’s by Yorkshire Cable NTL and others, it’s no longer fit for purpose.( Allegedly it will be 2027 before any resolution is reached or maybe even started. Not my words either) 

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    4 days ago

    Hello Red0495,

    Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with your connection at the moment. I have looked into the two issues that you've provided the references of in your post. The fault under reference F012018470 is a broadband issue, and the other one is a landline problem.

    The current estimated fix time for this is 1pm on Wednesday 15 October.

    Kind Regards,

    Steven_L