Forum Discussion

Vmc5123's avatar
Vmc5123
Joining in
4 months ago

No Internet and flashing blue

No Internet since yesterday afternoon ( area np44 ) Constantly flashing blue. This has happened about six times since I joined in June. Never recieve no emails or messages explaining the problem. Service checker always says no faults found. Never no apologises. Absolutely shocking customer service. I will be leaving if this continues.

  • This was our experience, so similar I had to check I hadn't written it and forgotten. 

    Joined in June in the np4 area,  no Internet 3-5 times since then resulting in my husband being unable to work from home and getting him into trouble with his boss.  I need to look into if we are eligible to leave without penalty as we can't go on like this

  • Having same issue and have same feelings about the service. Just heard estimated time to fix is 24 hours! Will have to cancel I think.

    • Cardiffman282's avatar
      Cardiffman282
      Trouble shooter

      Set up a BQM to further monitor your connection. Link is below. 

  • NP44 here as well. First time I’ve had proper downtime with them in almost a year of being with them, so I genuinely can’t say I’ve had many issues at all (none actually). 

    Apparently seems a line has been cut, so if that’s the case then it really was something out of Virgin Media’s control. They’re working on it (fault ticket number - F011549798), but depends how big of a job it is to get it replaced. 

    I think people need to calm down sometimes with them throwing their hands up in the air threatening to cancel etc. these things happen sometimes, and we’ll all get automatically compensated for it. 

    • Tasker58's avatar
      Tasker58
      Joining in

      I agree to some extent but I work from home and existing Openreach network has been and continues to be rock solid. The promise of more bandwidth  and better video conferencing persuaded me to switch. Reliability is just as important. I can't even work off a mobile/hotspot as I'm in a dead zone.

  • I can accept that issues do occur but not a single word from Virgin Media. They are a disgrace. Time to move on I think 

    • jbrennand's avatar
      jbrennand
      Very Insightful Person

      See this...

      ____________

      Have you checked first for any “known network faults in your location - Look in 2 places

      1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

      2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

  • Hi Vmc5123

    Thank you for your post, welcome to the Community Forums.

    I'm sorry to hear you've been experiencing multiple faults with your connection and have had a poor experience overall.

    I've had a look and can see that you are on our XGS-PON network - we're afraid that we are currently unable to support with these accounts at the moment from here. So we can help you further, please do give us a call on 0345 454 1111 / 150 and our Faults Team will be more than happy to help.