cancel
Showing results for 
Search instead for 
Did you mean: 

Disgraceful service from Virgin Media

Thommo14
Dialled in

People in my area have had no internet, TV or phone since 9am yesterday. 

Several updates via the service status page have indicated a resolution, only to be changed. 

Apparently they hope to resolve the outage tomorrow. I have my doubts, but we’ll see. 

it’s absolutely disgraceful that Virgin Media have left their customers hanging like this, but let’s be honest, they don’t care. 

 

8 REPLIES 8

Thommo14
Dialled in

Just tried to log into the Hub 3 and noticed my settings have been wiped. Wonder if this is a failed software update.

An update from Virgin Media would be helpful. 

jbrennand
Very Insightful Person
Very Insightful Person

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 and fix estimates, down to street cab/ postcode level.
The "compensation "timer" can also be started on this number if appropriate.

Note that Fix times are not guaranteed on our Residential packages as they have no SLA's - you need to be on a Business package to get that guarantee


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

I’ve done that, but unfortunately it provides less information than the service status page. Speaking of which, it advised a fix was hoped today - first at 11am and then 2pm. No fix. Still without internet, TV and phone since Friday morning. Service status page now hoping for a resolution around 9pm tonight. 

Absolute farce. 

jbrennand
Very Insightful Person
Very Insightful Person

If you were this Tech I would bet that your "fix time" was pure guesswork...😎

 

VM Cable being repaired.png


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

You found him!

Can you tell him I know he’s just pretending with these ‘fix’ estimates and he has no intention of doing anything about this until after the weekend. Probably. 

Cheers. 

 

As I suspected, no fix tonight. Service status page now hoping for a resolution for tomorrow afternoon (no laughing at the back). 

So no internet, TV or phone since Friday morning, despite several updates advising engineers were working on it and hopeful for a resolution at several points that never materialised. 

Pitiful stuff. 

 

jbrennand
Very Insightful Person
Very Insightful Person

See these re. what compensation you cqn expect...

\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...

 


--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi Thommo14,

We're sorry for our delayed response and for the broadband issues you were experiencing over the weekend.

We've had a look at things from this side today and it looks like the outage has since been cleared. If you are still experiencing issues, please just let us know and we'll be happy to assist you further.

If you are eligible for compensation following the outage, this will be calculated and automatically applied to your account

Beth