Forum Discussion

fionalouise1972's avatar
fionalouise1972
Just joined
26 days ago

Virgin Media Outage

I live in WS10 (Wednesbury) in the West Midlands (Sandwell).  I've experienced outage in my area since 31st March 2025 (it is now 2nd June 2025!).  I signed up for SMS updates and get multiple SMS's every day extending the date for resolution.  All say that the latest update is that an engineer is on site and they're working to fix the problem - then multiple times every day extending the date and/or time for resolution.  I work from home for mental health services in the NHS and every day has been distressing for both myself and patients when I'm constantly, multiple times a day, unable to connect to MS Teams or get kicked out of my meetings.  I've been forced to make a complaint today via the on-line form - which wasn't working either(!) which has been a further source of frustration.  Wonder if anyone in the area is experiencing the same

Broadband
Internet

4 Replies

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

    Since you are receiving sms updates then VM are aware the outage is affecting more customers than your goodself.  If this wasn't the case they would have made an engineer appointment for you. (engineer appointments are cancelled if there is an area fault)

    Unfortunately if you rely upon on the domestic service offered by VM then you should also make use of a backup service to as there is no SLA for domestic customers, or take out a business contract.

    Whenever you have a service issue you should use the online /check-services/   function to check for problems in your area, and also a run a test on your equipment from there. 

    If nothing is showing  you could also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level.

    The resolution dates are only ever estimated and can change daily or hourly and be difficult to provide an exact date.  The faults could be due to a customer making their own internal adjustments which can affect other local users and is very hard to pin down.   The issue may be due to due a cable breakage such as the one pictured below, or the problem may take longer to remedy due to further issues being discovered such as collapsed ducts requirung an outside contractor or having to apply for roadworks etc.

     

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    26 days ago

    Ah, the famous New Malden diggers.! 

    Don't forget your compensation 

    https://www.virginmedia.com/help/automatic-compensation

  • Alby41's avatar
    Alby41
    Superfast
    26 days ago

    Honestly if VM not playing ball with you and sounds little is being done.. I would consider internet by wireless .. as you need essential services for the NHS.. your work and need this urgently .. there are many providers.. who can sort this.. depends on your 4g service connection signals over air which you can check for yourself and go with that .. look at for example Three / Lebara / Lyca all have plans at the mo.. get a wifi router with sim card get the sim card connect your PC/Laptop ..sorted !!

  • Alby41's avatar
    Alby41
    Superfast
    13 days ago

    I hope you sorted your internet FL  ..NHS so important to our people ....VM so uncaring could not give a ..(.pick your  own adjective here.. ) !

    Albert .. Merseyside