Forum Discussion

Jabeen1's avatar
Jabeen1
Joining in
30 days ago

No Internet

Hi. My Internet doesn't seem to be working today. It wasn't working the night yesterday as well. This isn't just a issue for me it is a issue for a lot if your customers as well. I have eid today and I can't contact my family. I have to use my data which is very inconvenient. My kids ipads and laptop doesn't work and they are not very happy. 

3 Replies

  • 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.

    The "compensation "timer" can also be started on this number if appropriate.
    Faults  may not be listed on the Area Status web page.  Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country.   So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you.  If nothing shows on those, try calling it in as a fault  - free on 150 (VM line)  or 0345 454 1111 others (national rate).  See what they say when they test your connection.  If they say it’s a known fault, get a fault reference number.

    Or, a VM person should pick this thread up and be able to help but it can take a few days.
    https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know
    https://www.virginmedia.com/help/automatic-compensation
    https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automatic-compensation.html

  • Hi Jabeen1, thank you for your post.

    We're sorry to hear about the issue you've been having and the impact it's had on you and your family 😔

    How have things been since you posted? If still no further forward, have you tried following the excellent advice provided by jbrennand?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • Jabeen1's avatar
      Jabeen1
      Joining in

      Hi. My Internet did start working later throughout the day. Thank you for your help.