Forum Discussion

MGD3's avatar
MGD3
Just browsing
25 days ago

NE34 outage - now over 3 weeks

Is there any information on a true resolution date for this?

I've been told 6 times "We have identified the problem and an engineer is on the way. The estimated repair time is now..."
17/06 13:15 ... failed to resolve
19/06 09:00 ... ditto
25/06 14:00 ... ''
27/06 14:00 ... ''
30/06 14:00 ... ''
Now saying 04/07 14:00, not that I have any faith left to trust that.

This is ridiculously poor service and communication.

The AI backed chatbot did inform that they need a road closure notice from the council to get the work done, just I have no idea how to find out if that is approved, an only wait until Friday to either have internet back or another reschedule text with no trustable information.

If I was nearer the end of my contract, I'd have jumped ship already :'(

14 Replies

  • Hello MGD3 

    Thanks for posting and welcome to the community.

    We do apologise that you're currently impacted by an area issue 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.

  • MGD3's avatar
    MGD3
    Just browsing

    On a side note: For most of a week now, I have been unable to access the Service Status page:
     https://www.virginmedia.com/help/check/status
    Just get a response of 400 Bad Request:

    Bad Request

    Your browser sent a request that this server could not understand.
    Size of a request header field exceeds server limit.

    I did mention this to a chat agent...



  • MGD3's avatar
    MGD3
    Just browsing

    Still no internet... Not yet 14:00 though, so will give it another hour and try another router reboot

  • MGD3's avatar
    MGD3
    Just browsing

    Fixed the Service Status issue... tried incognito then, after that worked, came back and deleted all cookies before logging in and page back, now saying 15:07 for fix

    • Akua_A's avatar
      Akua_A
      Icon for Forum Team rankForum Team

      Hi MGD3, sorry to hear you are still having ongoing extensions with the estimated fix time for an outage. We can understand the inconvenience caused. We can assure you that our team will always aim to get the service running as soon as possible. How has the service been since the last posting? Do you need any further help?

      • MGD3's avatar
        MGD3
        Just browsing

        Still no service.
        Next set of texts say 08/07/2025 13:00, though after so many previous texts with unmet estimated fix dates I don't have much faith that anything will be done then.

        Just got to suffer slow mobile hotspot and hope VM eventually get it fixed.

  • MGD3's avatar
    MGD3
    Just browsing

    Still no internet.
    No idea what is being done as all texts have said "We have identified the problem and an engineer is on their way"

    Now estimating 14/07/2025 @ 13:00

    Maybe they'll have it done by Xmas

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team

      We do apologise 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. You can read about our auto compensation scheme here

  • MGD3's avatar
    MGD3
    Just browsing

    Still no connection... Five weeks now

    Have had 28 texts (some as duplicates of previous... why send two the same each time?) all saying a specified fix date

    I am so disappointed in VM now and feel they have no respect for their customers when things go wrong. No ability to actually call someone either, just AI backed chat which is so much harder for me.

    To make it worse, I cannot login to my account now that it has moved to VM O2 - says it has sent SMS code, wait 5-10 mins, no text, click resend, wait ages more... after over 30 mins finally get text, enter code and fails as expired....
    So no way to check anything through my account

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team

      We do appreciate your frustration with htis MGD3. Our teams will be working to get this resolved as soon as possible. 

      Please check out this link for help with your online account: https://www.virginmediao2.co.uk/help

      ^Martin

  • MGD3's avatar
    MGD3
    Just browsing

    Now 5 weeks and 4 days....

    As expected, new message with same wording now saying 21st July @ 1pm

    From the messages they have sent out engineers 12 times already, all who "knew what the identified problem was" and all who failed to fix it.

    I realize there is compensation (so far about a tenner a day since 08/06/2025 minus 2 days not paid and maybe one or two more until I raised an issue - so nearing £400) just I cannot get that until the issue is fixed and I have zero faith that it ever will be after failing 12 times already.

    It would be better if I was told what was actually being done rather than just repeated texts saying exactly the same thing just with different estimates.

    I also don't know why VM don't have a real person call after they have failed a customer for so long. Do they have no respect for the situation they put people in?

  • MGD3's avatar
    MGD3
    Just browsing

    Well they "apparently" fixed the area outage and chose to mark one of my complaints as resolved even though I asked them not to until I confirmed connection.

    The area outage fix did not allow me to connect... I repeatedly told chat agents that the issue started when an engineer disconnected me while doing work for a neighbour and that he never reconnected my line. Instead they concentrated on the area outage for nearly 6 weeks and never sent anyone to check if my fibre was reconnected as the engineer said it would be.

    I have booked an engineer for Monday 21st 12-16:00 and raised another complaint (3 now, 1 resolved without asking me) so I can approach the Communications Ombudsmen if this continues to 2 months.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team

      Hey MGD3,, thank you for reaching out and a very warm welcome to the community, we are so sorry to hear about the outage issues.

      We understand this is frustrating and sometimes these can get extended, the network team will be working on a fix for this. Thank you for your understanding they will get this fixed quickly as possible 

  • MGD3's avatar
    MGD3
    Just browsing

    Engineer visit and I finally have connection again. 
    The issue was bad connections in the box outside house and the pit on road.

    Only took 6 weeks and might not have been anything to do with the area outage anyway.

    Now I just need to find where the compensation is calculated and used,