Forum Discussion

MGD3's avatar
MGD3
Just joined
13 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 :'(

NE34
RCN

8 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    11 days ago

    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 joined
    9 days ago

    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 joined
    9 days ago

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

  • MGD3's avatar
    MGD3
    Just joined
    9 days ago

    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
      7 days ago

      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 joined
        7 days ago

        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 joined
    5 days ago

    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
      3 days ago

      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.