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Broadband Outage KA13

Joining in

My broadband has been down for the last 14 hours, red light flashing on hub. Service status checker shows service is working. I've phone customer support on 0345 454 1111 followed their instructions reseting router etc, they carried out line test and said there is a problem in my area and they would make it 'high priority 🙄 ' and should be fixed in 24 to 48 hrs, hardly high priority. Is there anyway to by pass the tier 1 tech support as they are pretty much useless, last time I had an outage I some how managed to speak to someone in the UK who was fantastic and contacted area managers/engineers to find out what the issue was and the service was back within 2 hrs. Feeling frustrated with generic tech response and pretty much no information on the cause of outage.


Knows their stuff

Check for local faults on 0800 561 0061. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Already tried that says no known issues in my area 😒 

Hey Acidcircus, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

I have taken a look and I can't see any major issues or outages, how has your connection been?

Are you still getting the red light?

Matt - Forum Team

New around here?

Internet was fixed for Monday morning after being out since 2100 on Friday evening,  Comex engineers were on site on Saturday and through to Sunday evening, the service was working for Monday morning.  The most frustrating thing was that the app and phone status checker said there was on issues in our area. But all good now.

Thanks for the update @Acidcircus, and I'm pleased to hear that this has now been resolved for you.

Do please feel free to come back to us if there's anything further needed from us via our Community Forums.