Forum Discussion

Jizzlemania's avatar
Jizzlemania
Tuning in
8 days ago

Virgin media broadband outage GU14

Hello

Virgin media has and outage since roughly Monday 22nd Sept in the GU14 area. Thursday 25th we were informed it was fixed. Everysince the fix we the Superhub switches to either flashing green or flashing red and the internet dropping out for most of the day until circa 7pm. Then working flawlessly in until the next morning until it cuts out at 9ish. I can only assume 

Can I get a bit more information on what is happening in the GU14 area - it seems the outage hasn't been totally resolved and there is work continuing. customer service doesn't really give much info apart from booking a technician and I can't see anything on status updates as it just states "you have a technician booked"

Any help is my much appreciated as this issue is really driving us bonkers!

Thank you 

Broadband
Connection
Hub5
Internet
outage update
red light

5 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    8 days ago

    Tech visits are automatically cancelled if there is a local outage.

    Have you been using the  online status checker? That system is usually shows wider scale outages.

    I suggest dialling the automated Service Status number  0800 561 0061.  This is better as it gives details of more local issues right down to postcode level, along with estimated time and date fix.

  • Jizzlemania's avatar
    Jizzlemania
    Tuning in
    8 days ago

    Hi yes. I have been checking with the automated service status number. But since the outage the automated status suggests there are no issues. 

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    6 days ago

    Hey Jizzlemania, thank you for reaching out and we are sorry to hear about your connection issues with an outage.

    An SNR outage is refers to an issue with your broadband signal caused by excessive noise, a problem known as low signal-to-noise ratio (SNR). This noise can be difficult to diagnose as it can enter the network anywhere, from customer equipment to third-party devices or local street cabinets. 

    The network team will be working on a fix for this.

    • Jizzlemania's avatar
      Jizzlemania
      Tuning in
      5 days ago

      Hello

      Thanks for confirming. Thankfully a technician came out yesterday. Replaced a cable outside the property that seemed like it was chewed and replaced the Superhub and I am now back up and running. 

      Many thanks to the technician Dave (70815) who is an asset to the team. 

      Last question. I didn't receive the survey to rate the service from the technician. Is that something you can send me?

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        2 days ago

        Hi Jizzlemania 👋.

        Thanks for reaching out to us and your kind words from your engineers visit. we are more than happy to pass on your satisfaction to him and his manager 🙂. Should you need us again in the future, we are only a post away.