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Outage in GU15 1EE area

Tuning in

Hello, GU15 1EE is apparently suffering an outage affecting broadband and home phone since 24th November. Yes that's right since November last year.

Suffered home phone issues for 6 or 7 weeks, this was fixed by switching me to 21CV. That switch seems to have cause a broadband issue sine the phone is now running through the hub.

Must have called at least a dozen times to be told it's a complex issue and now will be resolved by 5th Jan.


Can someone confirm exactly what the issue is and what's being done to fix it. Also had no goodwill credit for loss of service for nearly 7 weeks.


Forum Team
Forum Team

Hi jimmyd_uk,

Thanks for your post, and a warm welcome back to our Community Forums.

I'm sorry to hear you're affected by an ongoing issue in your area. The 21CV wouldn't affect your broadband service as it is a separate link alongside your standard Broadband service. I've had a look on our end and can see you are currently affected by the following outage:

Type: Signal-To-Noise (SNR)
Description: You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then.
Estimated Fix Time: 5th January 2023 by 3PM

Any compensation would only be provided by our Automatic Compensation Scheme once the outage has been cleared. This is to prevent any under-compensation.

We're sorry for any inconvenience this may be causing, and rest assured, we're working to get this fixed as soon as possible.


Reece - Forum Team

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Hi @jimmyd_uk,

Please update the thread if you need further help, rather than flagging for a moderator.


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Hello there, I'm afraid I still have an outage and no credit and my monthly package is going up from £99 to £149 per month!

I've tried to speak to customer services but I'm having trouble getting the agents to understand my issues.

Can I have someone call me who can resolve my issue and work through keeping me with Virgin Media?

Many thanks

Hello Michael, added the update to the thread as you suggested. How long should I wait for a response please?


Hi jimmyd_uk,

Thanks for the update. It seems there are a couple of things here. I'm sorry to hear the fault remains unresolved; after checking on our end, the issue does appear to be more complex than initially thought and the estimated fix date has now been moved to 2nd February 2023. Any compensation/Loss of Service credit is only provided after the fault has been resolved - this is to prevent under compensation.

In regard to your contract, we don't handle package changes via our Community Forums - so we would not be able to assist with this. It'd be best to call our Relations Team on 0345 454 1111 (Opt 4 - Opt 4), to discuss your package and cost further.

I am very sorry for any inconvenience caused by the outage. 


Reece - Forum Team

New around here? To find out more about the Community check out our FAQ