Forum Discussion

mrgizmo's avatar
mrgizmo
Joining in
21 days ago

Broadband outage since 20.11.25 in HX7 - any insiders know why?

I’m in West Yorkshire (hX7) and my broadband has now been down since 20th November due to an outage in our area.  Virgin Media keeps giving me daily “it’ll be fixed by X time” estimates, but every time the deadline passes the fix time just gets pushed back again.

I finally got a fault reference (F012083365), but the automated text updates are now giving me completely unrealistic placeholder repair dates like 29/11/2025 and 01/12/2025, which obviously aren’t genuine engineer estimates. It feels like the system is just looping without any real update or engineer activity.

I’ve spoken to WhatsApp support, web chat, and phone support, but I keep getting copy-paste answers like “an engineer is on their way” or “external damage by a foreign element,” with no actual detail about what’s happening or when it will realistically be resolved.

Is anyone else in the area experiencing the same outage? Or does anyone here who works/has worked for Virgin Media know what this usually means? Is this the kind of long-term fault where they’re waiting on contractors or permits, or is it more likely that the job is stuck in their system?

Any insight would be massively appreciated the lack of real communication is the most frustrating part.

Broadband
Internet
outage
red light

3 Replies

  • Tudor's avatar
    Tudor
    Very Insightful Person
    21 days ago

    VM never ever tell customers what is causing a fault, you will get no further information from VM staff on the board. Just keep phoning   

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    19 days ago

    Hi mrgizmo,

    Thanks for your post and welcome to our community. 

    We're very sorry for any inconvenience that may have been caused by the service interruption.

    This issue should now be resolved.

    Are your services now working again?

    Please pop back to us when you can. 

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    18 days ago

    “External damage by a foreign element”. Another way of saying third party damage, e.g car crashed into cabinet, contractor damaged cable, cable theft etc.

    In these cases it can take a while to sort out the “knitting” and restore the services. Same goes for any other provider. Compensation payments should be automatic for any interruptions over 48 hours continuously.