Forum Discussion

wyldstallyn's avatar
wyldstallyn
Settling in
2 days ago

How do you convince Virgin there's a service outage rather than a fault with your router?

So, unsurprisingly, our Internet access is down again. I'm shocked Virgin are allowed to trade when the service is so poor, but that's a longer term issue to resolve. 

As many villages will do we have a Facebook group where about 20 people posted yesterday morning around 10am that their Internet was down. Every single one of them has been told it's a fault with their router and that an engineer visit will be arranged, but there'll be a fee if there's no fault with the router. 

Really, 20 routers failed at the same time on the same road? 

I didn't get home till late yesterday from working as a network manager in a large secondary school, so my wife ended up logging our fault this morning. Guess what? Our router is faulty too and an engineer is booked for Saturday morning. 

Why don't Virgin have a system that can join these very simple dots together? 

Cannot wait to get out of this contract. What an omnishambles.

5 Replies

  • Nednats's avatar
    Nednats
    Settling in
    2 days ago

    This post makes me laugh. 

    In similar suitation. There is clearly a fault upstream but VM are being unhelpful because I did not agree to having new Hub sent out. 

    • wyldstallyn's avatar
      wyldstallyn
      Settling in
      2 days ago

      It's the second time this has happened to us. Virgin booked an engineer to visit about 10 homes in one day on the same road to fix all the broken routers.

      Who knew, but it turned out the routers were all fine and another company had been in the same ducts and broken Virgin's fibre. While it's not Virgin's fault, their amazing inability to diagnose the fault left us without intent for 5 days last time. We'll be at 2 days in the morning. 

      Absolute garbage. 

  • japitts's avatar
    japitts
    Very Insightful Person
    23 hours ago

    VM usually have a additional checks triggered in precisely this sort of scenario.

    More than x number of tech visits booked in y area for z problem - make additional checks to see if there's a common factor that's been missed.

    Of course, taking the tech visit and letting them join the dots is always the fallback position. I had a similar outage going back a few years.

  • Client62's avatar
    Client62
    Alessandro Volta
    22 hours ago

    I find this situation to be bizarre.  VM appear hell bent on having an AI support service but don't put the logic into their diagnostic systems where it is moist needed, i.e. in the telemetry.

    We are on a VM RFoG service so it is a Passive Optical Network, when there is a VM service fault over 500 homes disconnect at the same time ... in 2025 why no automatically raised alerts for the instant loss of so many customer connections all on the CO6 3xx postcode ?  

    When the electricity company can have automatic service loss text messages sent out in < 10 minutes,  a telco should be able to do so too.

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      22 hours ago

      VM appear hell bent on having an AI support service

      The wonders of AI, good for Company profits, but at the destruction of jobs and livelihoods ...