Broadband Outage / Loss of service - Birmingham B9 - F009183025

[IbrarMughal]

Good Afternoon,

My broadband has been down since 11am on Thursday 22nd July.

Post code: B9 5TE

After repeated attempts of reporting this issue online and speaking to customer service advisors and having three engineer visits booked and then subsequently cancelled, Virgin Media finally acknowledged there was an issue which was raised in F009183025 at 16:50 on Sunday 25th July. FOUR days after I reported this issue!

My questions are:
1. What is the actual cause if the issue?
2. What is the latest update?
3. ETA for the issue to resolve?
4. Why so long to fix the issue (especially considering that most people are WFH) 

I would appreciate an honesty answer to each of the questions above and not a PR guff template response.

Regards,

Ibrar Mughal

[japitts]

You are unlikely to be told the cause of the outage, beyond a "network fault that VM have identified".

If you check the service status automated line - 0800 5610061 - local outages should be listed on there, along with the current estimated fix times. The fix times quoted will be estimates and not guaranteed - it may take longer, it may be quicker.

[Zak_M]

Good afternoon @IbrarMughal.

Welcome back to the forums and thank you for taking the time to post.

I am sorry to hear that you have had some issues with you your services. 

As some time has passed since your post, how are things looking? 

Kind regards,

Zak_M