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shallotman's avatar
shallotman
Dialled in
2 years ago
Solved

Lack of Broadband - keeps breaking down

Lately my Virgin Broadband [ Basildon Essex] is consistently breaking down. Been a client since Virgin came to Basildon many moons ago.  Wonder it is is time to move on.

 

[MOD EDIT: Subject title changed for clarity]

  • Molly_T's avatar
    Molly_T
    2 years ago

    Hi Shallotman 👋  thanks for getting back to us. 

    Apologies if any of the questions asked were outside of your understanding! We would just like to help as best as we can, and the best way to start is by gathering a bit more information. 

    Sorry to hear your broadband has been down a few times in recent weeks. There are a number of reasons this could happen

    1) An outage due to issues or works in the local area. You can always check for these via 👉 https://virg.in/service or by calling 📞 0800 561 0061 - if there is one listed there is also usually an estimated fix time/date.

    2) An issue in the local area which has not yet been registered as an outage, but is still affecting your service.  

    3) Due to a fault with your equipment. These can also sometimes be detected via 👉 https://virg.in/service  or we can run some troubleshooting steps to identify and isolate the issue. 

    3) Due to a fault with your internal or external wiring. (This would require an engineers appointment to resolve.)

    Having had a quick look for you, it doesn't seem there is any known outage in your area that is affecting the service, but it does look like there are some issues at the exchange, and there are a large number of disconnections registering on your hub. On this basis, it may be best if we arrange an engineers appointment to take a closer look. I will send you a PM to confirm a few account details and get this sorted for you. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞
     

9 Replies

  • Hi shallotman

    Thank you for your post and welcome to our community.

    We are sorry to hear about the issues you are having with the service. 

    Could you expand on this please?

    Are you having drop outs in the service?

    If so, how often is this happening please?

    Does this happen with hard wired connections as well as WiFi?

    Please pop back to me us when you can. 

     

    • shallotman's avatar
      shallotman
      Dialled in

      Being a 90 year old Computer moron, your questions are beyond me. All I know is over the last few weeks, my broadband has been down on numerous times. [Two days is the record so far ] sometimes more than once a day.

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

        Hi Shallotman 👋  thanks for getting back to us. 

        Apologies if any of the questions asked were outside of your understanding! We would just like to help as best as we can, and the best way to start is by gathering a bit more information. 

        Sorry to hear your broadband has been down a few times in recent weeks. There are a number of reasons this could happen

        1) An outage due to issues or works in the local area. You can always check for these via 👉 https://virg.in/service or by calling 📞 0800 561 0061 - if there is one listed there is also usually an estimated fix time/date.

        2) An issue in the local area which has not yet been registered as an outage, but is still affecting your service.  

        3) Due to a fault with your equipment. These can also sometimes be detected via 👉 https://virg.in/service  or we can run some troubleshooting steps to identify and isolate the issue. 

        3) Due to a fault with your internal or external wiring. (This would require an engineers appointment to resolve.)

        Having had a quick look for you, it doesn't seem there is any known outage in your area that is affecting the service, but it does look like there are some issues at the exchange, and there are a large number of disconnections registering on your hub. On this basis, it may be best if we arrange an engineers appointment to take a closer look. I will send you a PM to confirm a few account details and get this sorted for you. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

        Wishing you all the best. 🌞
         

    • shallotman's avatar
      shallotman
      Dialled in

      Broadband went down twice yesterday [Wednesday] When working get an email saying engineers are working on the problem, This has been going on for weeks now. Good news is they have no problem drawing on my Direct Debit each month.