Three times in the last few weeks, about 10am, and without any warning, I have lost my broadband connection. On each occasion I have phoned 150 and received a recorded message stating that the broadband service was down because it was being improved in my specific postcode area (NG95EQ) but that my broadband connection should be restored by 3pm. In each instance it has been. However, as a result of these outages, I have lost about 15 precious working hours. Once today's outage was over, I spoke to three people within Virgin. Each was unable to give me an explanation for what has happened and why. The people I've spoken, including in the specialist Faults section, only seem interested in is whether my broadband is currently working normally.
I would welcome any advice on what might be happening, and why, and what if anything I can do to find out if these outages are going to continue. If they are, and especially if they continue to happen without warning and without any explanation from Virgin, I'm obviously going to have to consider going to another provider.That would be a great shame because I can trace my internet roots back to the days of Diamond Cable.
I am really sorry to hear you're having issues with your service and trying to obtain an answer. If these outages have been planned then you should've received a notification from our team. To enable me to help you, I need to send you a private message. Please look out for the purple message in the top right of the screen.