My hub5x has been flashing blue for 8 hours.. can’t find anything about any outage when call service line. But I’m being told from India there’s an outage in area. Was told be fixed by 15:30 today (19th Oct) then told was fixed.. it isn’t.. then told by 10am 20th Oct. But I can’t find a record of an outage in my area.. calling and speaking on what’s app is a joke
Avoid India by checking for local faults on 0800 561 0061 / 150.
Called that service status line.. says no issues in area lol but there are lots of households with no broadband. Yet they can tell me there’s area outage issue from India
We’ve still got no wifi either. Was told 10am today, now been told by end of the day but no specific time. Same here, virgin is saying no problem in area but someone from India is telling me on WhatsApp they have engineers on way to fix it due to “old cables” initially, now it’s damaged cables apparently.
I had same problem about 10am had to switch off power to router then power on and switch off router a couple of times which worked .
Having the same issue in CW8.
Any ideas on how to fix this?
I spent over an hour connecting on WhatsApp to be told an engineer was in the area, which was completely untrue.
You cannot fix it yourself.
Exact same in CW1. Been off since 10am, was told it would be done by 8:25pm. Still just a flashing blue light and I’ve rebooted the router about 5 times. This is the 3rd time in the last 6 weeks. And customer service is a joke, on hold for almost an hour each time.
Registering for compensation if it's at least a 48 hours full outage is all you can do:
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
I'm in the Cw8 area and have the same problem since yesterday. The myvirgin app says there are no issues in my area and a little green tick next to my broadband. I initially had an engineer booked for Monday which they decided to cancel without having the decency to notify me by text, email etc. I only found out by chance by going into the app.
I have been told by the Indian call center it's a problem in the area and that it would be fixed by 10 25 am. That passed and then told by 14.30, again that's passed and now have been told that it will be up and running in the next three to four hours. We all know that's not going to happen.
I've only been with Virgin for 4 days and for the last two days I've had no Internet without any communication regarding this fault, I have to do all the running round to be told a pack of lies.
I mean the customer service is completely non existent and I'm glad I'm in my cooling off period and debating whether to continue with this dodgy outfit. Sorry for the rant but Virgin Media treats customers like crap. Also getting Volt added to your package is another story!
It's because, I assume like the OP, you are in a FTTP area and help desk don't have a clue about this side of the network.
You should be forwarded to a special team that deal with FTTP, however, I'm unsure if they operate across the same times as the standard help desk.
Where do you stand regarding cancelling without penalty due to outage..
You don't have the option to cancel for an outage, only if you can prove the speeds you are receiving are less than guaranteed over three consecutive days, and VM don’t fix it within 30 days. which isn't the case here.
https://www.virginmedia.com/legal/speed-policy
