Forum Discussion

narm71's avatar
narm71
Tuning in
10 days ago

Long ongoing outage, poor information

We lost our Broadband connection on Saturday (28 June). The fix date was given as 1 July PM - and that remained the same every time I checked the status over the next few days. I contacted Virgin via the online messenger yesterday (30 June)  and was told it would be fixed today (in hindsight I assume the person that responded was just quoting the fix date from the status). However, shortly before the fix date/time today I had an update to say that the fix was now 8 July. Resorted to the messenger again to try and find out more details, but I am just told that the fault is 'high'. I have been advised about auto-compensation, but do I have any guarantee that it will be 8 July? For such a long outage this is really poor information and this is impacting upon my ability to work. Is there any way to get meaningful updates beyond the service checker and what feel like rather uninformed updates via the messenger? (Up to now the broadband has been very reliable and there has never been an outage of this length since I have been a customer.) 

3 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    10 days ago

    The only guarantees are death and taxes. If you can't deal with VM's outage then my standard advice is a MiFi router with a 4G data-only SIM card.

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    7 days ago

    Hi narm71 

    Welcome tot the Community Forums. 

    Sorry to hear that you're currently impacted by an area outage and that the estimated fix time has been pushed back. We can assure you that it's not the level of service we aim to provide. Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen from time-to-time. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like.

     

    There aren't any further update services available other than the Service Status page itself, or subscribing to the updates when registering for compensation on the Service Status page. The fix times are advised as estimated, so you may find that an outage/fault can be resolved sooner than we estimate, or extended if more work is required. We can assure you that the team will do all they can to have you back up and running as soon as we can. 

     

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.