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jeldoc
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Broadband issues

We keep having short outages with our broadband. Our devices connect to WiFi but will not connect to the internet. This happens to all the devices at the same time and lasts 5-30 minutes usually. This has been going on for weeks (at least 2 months). Re starting the router does not fix the problem . Virgin acknowledges that there are problems in our area and engineers are working on it.  What can be done? We are paying for a service we’re not getting.

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jbrennand
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Re: Broadband issues

Nothing can be done until any known faults are fixed. What is being reported on the “check service,”Area status webpage" (link at top right of this forum)

And then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level.

The "compensation "timer" can also be started on this number if appropriate.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 1 WiFi, 1 on PA) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On 250Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
jeldoc
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Re: Broadband issues

Thanks for your reply. There does not seem to be a way to log the issue for compensation since there is no complete loss of service only regular intermittent loss. 

 

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jbrennand
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Re: Broadband issues

That's correct - see these

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

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

https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 1 WiFi, 1 on PA) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On 250Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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Robert_P
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Re: Broadband issues

Hello jeldoc

 

Sorry to hear of the connection issues experienced regarding your wireless network and broadband, we appreciate the frustration this can cause and you taking the time to raise this via the forums. Welcome to the community.

 

From checking the connection and equipment we can confirm there is currently an area SNR issue, this is logged under reference F010358037 with an estimated fix date of 21st February 2023 at 4pm. As this is an estimated fix date and time it may change depending on the work required.

 

As advised by Jbrennand, our Auto Compensation Policy for complete loss of service over 48 hours can be found here as agreed with our regulators.

 

Rob

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