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.

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...

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

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

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

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

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?

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.

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,