Hello all. Hope can get some help. Been a week with no internet. Just stopped working one afternoon and all I’ve had since then is ‘will be fixed by this afternoon or tomorrow morning at this time’ etc etc. Have faulty code F011829538 but cannot see any info about it. Any idea how I can find out how long this is going to go on for?? Thank you in advance as it’s really frustrating at the moment!!!
No one can tell you how long it will take. They will just update it day by day.
Compensation
https://www.virginmedia.com/help/automatic-compensation
https://ofcom.cmail19.com/t/i-l-ckhdkud-wklhinik-m/
Forum TeamHi Kitalifa 👋 Welcome to the community forum! Thanks for posting.
Sorry to hear about these issues with your connection and your experience trying to get things sorted.
If you are experiencing issues due to a known fault or local outage, it should be listed via our service checkers 👉 https://virg.in/service or by calling 📞 0800 561 0061 along with an estimated fix time/ date. This means the field team are aware there's an issue and are actively working on a fix. However, if there's nothing listed this can indicate a different kind of issue that we need to investigate to help with.
We appreciate it can be frustrating if the estimated fix time/date changes - our sincerest apologies for any inconvenience caused! These are an estimate and updated as the works to resolve the outage are developing.
As you already have a fault number reference, this means that you are affected by a known issue that the team are working to get resolved ASAP! Sadly in this instance it means we can't run further troubleshooting or book an engineers appointment until these issues are confirmed as resolved.
In the meantime, for any total loss of service you should be covered under our Auto-compensation scheme, which automatically assesses and applied compensation in the case of a total loss of service. There are a few terms and conditions - including ensuring that the outage is registered on your account. You can find full details of the scheme here 👉 https://virg.in/autocomp .
Please let us know if there's no longer an outage listed but you continue to have issues as we can then complete further diagnostics. Thank you for your patience whilst we get things sorted! 🌞
