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anthonyrees's avatar
anthonyrees
Joining in
16 days ago

Loss of Service

Hi,

I wonder if anyone has been in this same experience as me. We have totally lost our broadband 2 days ago 30/4/2025 from 6am, the tv reception has been unwatchable since at least the Saturday before 26/04/2025. So checked my service status and an outage has been identified and raised, and estimated fix time is 6th May.

Like many people i work from home full time so this is having a massive impact. I cant seem to speak to anyone at Virgin about this, everything is automated and you go around in circles. when i did ring usual number and got through to someone they were absolutely no help at all, one guy even tried to sell me an upgrade!

An Engineer has come out yesterday and confirmed its problem with box outside on the street and we will just have to wait.

Although the loss of service is really bad what i find even worse it the complete lack of customer service here. I have received no texts, emails about this, all i have is this service status page which doesn't change.

If anyone from Virgin reads id be grateful if you could give me an update on this.

The location is in the CF64 2PE location and i know there are plenty of residents here affected and not happy with the situation here. I believe some have been without broadband for longer than me and there fix time is even longer.

Thankyou 

Anthony

 

 

5 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    16 days ago

    The automated service status number 0800 561 0061 is supposed to give the most localised fault info. Any info you get from VM is nothing more than an estimate.

    In all likelihood, any info you get from the VM forum people on here is likely to be derived from the same sources as the above.

    If you have reported the fault to VM you should be eligible for compensation

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    If you need the internet for work, you should consider having a backup option on standby for outages or look at a business-grade service with a SLA. There is no SLA on VM's residential service. It can take up to several days for a VM person to get to a new topic on here.

    • anthonyrees's avatar
      anthonyrees
      Joining in
      16 days ago

      Thank you for the reply, its definitely been an eye opener the lack of customer service on this, something which has got worse over the years.

      I'm making do with a hot spot at the moment but this will be something i need to look in the future.

      Hopefully will be due some compensation too.

    • carl_pearce's avatar
      carl_pearce
      Superstar
      14 days ago

      That's the problem with residential services. When it works great, however, when something goes wrong you only have compensation and no guarantee when the issue will be resolved.

      This is why a backup connection is essential when working from home (Your employer should provide a monthly contribution which should be sufficient in these circumstances).

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      12 days ago

      Hey anthoyrees, thank you for reaching out and we are sorry to hear you are having issues with an outage, also a warm welcome to the community.

      The outage is an SNR outage - SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. This affects the whole area.