Virgin Media Area Outage loop - N11 London

Question

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.

Marce95 · Answer

Update on my complaintAfter today's re-loop into Intermittent signal in your area I am finally done with this and decided to try my luck with a different IPS.After raising a formal complaint, Virgin Media initially offered me £56 (two months’ refund). When I rejected that, they increased it to £83, stating that because the problem was classed as intermittent service and not a total loss of service, the Ofcom Automatic Compensation Scheme didn’t apply in full.I explained that while the line was not completely dead, the connection was unreliable to the point of being unfit for purpose for more than two months. £83 does not reflect that impact.I requested a deadlock letter so that I could escalate to the Ombudsman. I’ve now been told that a manager will call me tomorrow to discuss further before issuing the deadlock letter.At this stage, I’ll either be pushing for a higher goodwill refund (at least the equivalent of 3–4 months of bills), or I’ll proceed with escalation.

Matthew_ML · Answer

Hey Marces95, thank you for reaching out and a warm welcome to the community we are so sorry to hear about your outage issue, we understand this is frustrating.
We can see you've spoken to the team about this, please do keep us updated on how you get on.

Marce95 · Answer

Good morning,As fo today this issue is still present the the re-loop it still happening.

Vikki_M · Answer

Hi Marce95,
Thanks for your response. You mentioned earlier that a manager call back had been arranged regarding your complaint.&nbsp;
If your complaint has been escalated and is being dealt with by a manager, we recommend following that path please to prevent delays or any misunderstanding by using multiple contact channels.&nbsp;
To set expectations, if a resolution was discussed, agreed and applied during that call, we can't provide an alternative resolution here.&nbsp;
&nbsp;

Marce95 · Answer

I had a call with a manager on the 15th, I have been refunded 4 month as credit for this issue and I was ensured everithing would be sorted by the 16th of August, I accepted the refund and waited for this issue to be fixed but as usual it started to loop again, the current ID code is F011959749 and it's having intermitting issue from the 16th till today with multiple messages of ingeneer working but no fix. This is becoming a joke

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Virgin Media Area Outage loop - N11 London

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