Broadband to be down for 6 days?

[DioH]

Heya folks. Started experiencing massive internet problems yesterday. Did the usual tricks, reset the hub. Checked all the connections. Even reset the hub. Download speed is fine, upload speed is non existent.

Service status is saying nothing is wrong. Did the online trouble-shooter and was presented with a splash page saying there are problems in my area, and to check back for updates. I work from home so needed something more concrete then that.

Called up, presented with another automated message and no option to speak to a human being. Eventually managed to brute force my way through using my mobile phone. Got through to the call centre, the lady was as helpful as she could be. Issues understanding her not withstanding, as I'm sure my accent didn't help either.

But I was told there is a major outage in my postal code affecting 25% of all customers, and to not expect it to be fixed till Thursday the 26th of January???

So it's not going to be working for 6 days? I was just wondering if that was factual, or if it might have just been something I was told to get me off the phone? That's the longest outtage i've ever had with Virgin, and I've been a customer for 20 odd years. 

Obviously stings to be paying for a service I cannot use reliably, and it's going to cost me a fortune in petrol commuting as I live miles away from our office. 

[Anonymous]

There are major problems in CH postcodes https://mobile.twitter.com/TomMunns1/status/1616185847858233344 

[DioH]

Thanks. I'm in the West Midlands though so different. Not getting emails or service status updates at present like some of the folks in that tweet thread.

[jpeg1]

You will of course be entitled to compensation for each day of connection loss, after the first two days. 

Virginmedia is not really reliable enough for WFH, as it has no service guarantee. That's why many people have a backup service available. 

[DioH]

This is what i'm up against at the moment, when it's connected my download speed is fine, but the upload speed is dipping down so low the net's not usable. Just wish I could get something more concrete then "Wait a week for it to be fixed" 😞

[jpeg1]

Sorry to hear that. If you get any sort of connection, VM won't pay compensation. Do you have good 4G/5G service?

[DioH]

Unfortunately not. Website is starting to a bit inconsistent now too. 

But when I run the self test:

 Just wish this was a bit more consistent, feels like a generic statement rather then any sort of confirmation this is wide spread and being worked on.

[newapollo]

You could also try the automated Service Status number  0800 561 0061.  This often gives details of more localised issues down to postcode level.

Whilst not ideal it's probably a better indicator of known problems and should also show the latest estimated date/time for the fault to be repaired.

[DioH]

Thanks Newapollo. Unfortunately while the automated number does acknowledge there is a problem. It does not give me any indication of when it will be fixed. Just says it's a complex issue and is taking longer then expected. 

It's been saying the same thing since yesterday. 

[DioH]

Unfortunately no real improvement today. Ran a few speed tests and my upload speed is still none existent. sometimes getting as low as 0.01. Just makes working, plaything games or doing much of anything practically impossible. Wifi keeps dropping as well, besides our wired ethernet equipment.

I did sign up for test message updates, but have had nothing from them. Nor emails as the call centre promised. So no idea if this is even being worked on.