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dlwvox's avatar
dlwvox
Joining in
23 days ago

Fault issue f011815576 : is this a property specific issue or an area specific issue

I lost virgin broadband service at approximately 2:45 p.m. yesterday. Status report shows that problem target for fixing is 10:00 a.m. today. I wish to know if this is a property specific issue or a area specific issue. Am unable to get past voice automated menu on Virgin media customer service. 

I look forward to hearing from you.

 

3 Replies

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    21 days ago

    We’re sorry to hear of the issue you’re experiencing with our services dlwvox

    If this was being reported on our Service Status Checker and/or our Service Status Line via 0800 561 0061, this would symbolise an area issue, rather than an issue specific to one property.

    How are the services currently performing for you?

    Thanks

    David_Bn

  • dlwvox's avatar
    dlwvox
    Joining in
    20 days ago

    Good morning Dave ,

    Thank you for your response. 

    When I look at the virgin service status web page for my postcode, it is a reporting that there are broadband issues.

    When I look at my Virgin app it is reporting broadband and TV issues at my postcode and the anticipated fix is 10:05 a.m. today, 16 May as you can see from the screenshot below .

    I have now received a text message today from Virgin media stating that Virgin media is aware of the issue and an engineer is on his way. Estimated time for fixing this problem is now 21 May at 10:00 a.m. as you can see from the screenshot below.

    When I wrote my original post, I lost broadband service on Monday, 12 May, at approximately 2:45 p.m. 

    At approximately 8:24 p.m. on 13 May broadband service resumed. 

    But, as you can see from my commentary about, the service status page and my app are still reporting service issues. When I ring customer service I get the automated response that virgin is aware of an issue in my area. 

    So, what is the status of Virgin services?  What is going on?

     

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

      Hello dlwvox 

      Thanks for coming back to us.

      We do apologise that you're currently impacted by an area outage 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.
      We've checked the fault number F011815576 and the current estimated fix date is the 21st May at 10am.

      Best wishes.