Virgin Media Area Outage loop - N11 London

I’m at my wits’ end with Virgin Media. For over two months (since 31st May 2025), my broadband has been cutting out regularly. Every time I call or try to book an engineer, I get the same answer:

They give a repair date, then either “fix” it for a day or two before the same fault pops up again — sometimes under a new fault ID — and the loop starts over.

I went through my text alerts from Virgin and found a ridiculous chain of fault updates. Here’s the pattern just for this summer (those are only the alerts one, there were more in between those):

• 31 May – 12 June: Fault F011810225 — multiple repair date pushes, “engineer on the way,” “engineer on site,” then “issue fixed.”
• 24–25 June: Fault F011877105 — same story, marked as fixed.
• 21 July-25 July: Fault F011910493 .
• 25 July-31 July: Still issues and an operator ordered a replacement modem which did not solve the problem
• 3 August: Booked an engineer to fix this issue but this got cancelled for the area fault updated status 
• 3–15 August: Fault F011937562 — constant shifting repair dates (5th, 6th, 8th, 13th, 15th), marked fixed…
• 15 August (Ongoing): The status has been (Fix( reset but there is intermitting issue when I check the website and I am sure it will re-loop

Each “fix” lasts a couple of days at most before it’s back to square one. I’ve even had a technician appointment booked, then cancelled because it was supposedly “a network issue.”

This has been going on for over 10 weeks now.

• I can’t get a proper engineer visit to my property.
• The “area fault” excuse keeps resetting the clock.
• Compensation is unclear unless I push for it.
• I cannot terminate the contract without paying for the exit fee

Has anyone else had Virgin keep re-flagging the same problem as “new” to avoid escalation? How did you get them to actually fix the infrastructure, or at least give you consistent service?

I’m considering filing a formal complaint and escalating to CISAS, but wanted to see if others have broken out of this loop before.