N8 - North London - Full broadband outage 11 days and counting

Hello,

I searched online to see if anybody else in the N8 area was enduring the same miserable experience as us. We have been forced to endure this seemingly never ending problem for around two to three weeks now.

Virgin continuously updates the 'estimated fix time'. I have tried to find any kind of explanation online and to communicate with the company, but it is a torturously difficult process. The best I've managed is to talk through Twitter to the official Virgin page, but they simply will not explain the issue and what is happening.

They further argue compensation is only due if there has been a 'total loss of service' for 48 hours. So, if your internet always break down but works every now and again? Tough luck. We're apparently owed nothing. It is laughable that they attempt to avoid giving out any compensation for the situation we are presently going through.

Simply put, the internet goes down all the time. We are constantly forced to tether to our phones, which has forced us to upgrade our data plans (and this is absolutely something Virgin should pay compensation for). The company's communication is between nonexistent and evasive. It is severely hurting our ability to work and basically function.

In addition, we have noticed the internet hasn't been particularly decent since roughly October/November last year. There has noticeably been a much higher occurrence of outages and intermittent service over the last eight months, with it hitting its worst spell over the last two/three weeks. I would be interested to know if anybody else had noticed this as well.

Hello wmokrynski.

Thanks for your first post and welcome to our community.
Sorry to hear about the ongoing loss of service in your area.

We can see the fault here under the reference number F011869674 which relates to SNR "signal to Noise Ratio" Basically, we have found out part of the network that services your area has interference on it. This can result in intermittent issues. It may come and go from time to time, or in unfortunate circumstances, result in a total loss of service.

Our engineers will be doing all they can to find and locate the actual part of the network and look to get this resolved as soon as possible. You should also be entitled to a loss of service credit, which is explained here https://virg.in/autocomp

If you need any updates, just pop back on here and quote fault reference F011869674. We can then do our best to get you an update.

Gareth_L

Hi Gareth,

Once again, today (Friday July 4) the estimated fix time has been moved to July 8. This has been the worst day for service, having experienced two weeks of dreadful internet, and I am almost totally reliant upon my phone tethering to work.

You mention we should be entitled to a loss of service credit and provide a link. I see the linked page has a section which reads, 'You can report the issue to us by registering it online or alternatively, calling us.'

Okay, but what is the number to call? It's genuinely bewildering trying to find any number. And furthermore, where do we register this issue online? 

It would be massively helpful if Virgin provided the number to call and the area to register the issue in the link you provided. 

Hello,

Yes - we are N8 8TE and having the exact same issues with broadband/TV and the appalling communication from Virgin Media services. I lodged a complaint too and got the “sorry you are having some issues with intermittent service, we are doing all that we can…” reply. With the “if we don’t hear from you in 28 days, we will take it that you are satisfied with the resolution”. Hmm, no, not satisfied at all currently!
It’s been down since 18th June so 21 days and counting. Not holding out much hope for it to be fixed on 11th July which is their current estimate. I tried calling Virgin today and after selecting a combination of options I got through to a human. But he had no information and just read the same auto response as we’ve had in the emails. They are definitely playing it as ‘intermittent’ to avoid paying out the full compensation. It’s appalling. Think it’s time to say goodbye to Virgin.