Forum Discussion

andytanksafc's avatar
andytanksafc
On our wavelength
11 months ago

Total Loss Of Service in Area

My wife has reported a total loss of service for over 12 hrs in our village and the surrounding areas and villages .

I have booked an engineer visit for Monday but I'm unable to register for loss of service help ?

10 Replies

  • Tudor's avatar
    Tudor
    Very Insightful Person

    If it’s an Area fault your technician visit will certainly be cancelled. The only way to register loss of service is via customer services.

  • goslow's avatar
    goslow
    Alessandro Volta

    Phoning in the fault gives VM the least opportunity to try to dodge paying any compensation due (on grounds of not using the proper means for reporting)

    Keep detailed notes of everything that happens until the fault is fixed.

    But note the 2 working day lead time VM gets to fix a fault before any compensation kicks in.

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    Try the automated service status number 0800 561 0061 to keep track of any faults in your area.

  • Hi there andytanksafc 

    Thank you so much for your post and welcome back to the forums, it's great to have you with us. 

    I am so sorry that you have faced this issue with your service and thank you again for posting. I can see that there is not an outage in the area currently and that you have had a  recent appointment with an engineer attended. 

    Can I ask how the visit went?

    • andytanksafc's avatar
      andytanksafc
      On our wavelength

      Hi 4 villages on the area all had total loss of service and the engineer was cancelled at your end it did come back on after about 36 hrs but loosing everything is unacceptable, people were told its their box ,it's this that neighbours told different things when the fault was clearly at your end

      • Ashleigh_C's avatar
        Ashleigh_C
        Icon for Forum Team rankForum Team

        I'm very sorry to hear that this happened andytanksafc and I can fully understand the frustrations here. 

        How have things been looking with the service since then?