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Broadband outage for the third week running

Odin5
Dialled in

What is going on with Virgin media broadband in the RG21 area? We have had outages on different days for three weeks running. Is there maintenance going on or can’t their system cope with the amount of traffic. Whichever it is it’s a very poor service.

we have been with Virgin Media for many years and there has never been this many outages. Anyone else having the same issues?

 

5 REPLIES 5

Odin5
Dialled in

I think we may need a new hub but how do we go about it?

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Odin5,

Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you're having some issues with your broadband at the moment!

I've taken a look at our systems and I cannot see any local issues that are impacting your services. However, I can see that there are some issues with your downstream power levels at the moment. This could be causing issues with your connection. I'll be more than happy to look into this further for you and send you a Private Message to confirm a few details.

Please keep an eye out for an envelope at the top right of your Forum page. I'll be in touch soon.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Odin5,

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your ongoing broadband issue – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:
•    The technician diagnoses the faults as not being caused by our network/equipment 
•    The technician discovers that the fault or problem relates to your equipment
•    The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.
Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Thank you

Paulina_Z
Forum Team (Retired)
Forum Team (Retired)

Hi @Odin5,

No problem at all! Let us know how your appointment goes and if you need any additional assistance! 😊

Thanks! 

Paulina_Z
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs