on 18-02-2023 18:02
Mines xx been down over a week every day I get a email saying it will be fixed tomorrow. a mail everyday for 12 days
cuts service hopeless they just repeat what the mail stated
Answered! Go to Answer
on 21-02-2023 13:37
Thank you very much for the info. As I stated the service has been down for 19 days now. As of 1.30 today it’s still not fixed. I am expecting another daily email today informing me that it will be fixed tomorrow
catch 22 comes to mind
at least I should get £8.40x19 as compensation ?????
I would rather have service
thanks once again for getting back to me
on 18-02-2023 19:04
on 18-02-2023 19:12
Thank you very much
have called the tel number numerous times - can’t do anything else than tell me there is a fault in the post code
daily emails tell me it will be fixed tomorrow (had 15 of these to date )
I have the fault code but no one knows what it means (F010447776)
have given up outage calling India or South Africa - it’s sole destroying
on 21-02-2023 08:56
Hi @Clarke99 thanks for reaching out to us and a warm welcome to the Virgin Media forums. 🙂
I'm sorry to hear about the issues with the service you are having. 😞
I've had a look and I can see there is what we call an SNR fault present in the area, SNR being a signal to noise ratio issue.
SNR (signal to noise ratio). This is just a technical term for interference of the Broadband signal caused by noise which ingresses on to our network. It's a difficult problem to locate and diagnose. This is because noise can ingress anywhere on our network. As a general rule it's normally caused by customer equipment e.g. loose connections or 3rd party equipment attached to our network. However it can also be attributable to local architecture, e.g street cabinets, cabling or at the origin of the signal which we call the Headend (servers/routing system).
The only way to establish where the noise is originating is for the Network Techs to run a series of trace routes. Once found then the cause dictates he amount of work required and the time frame for resolution.
The estimated repair date for this fault is for the 21st February at 10am with the reference: F010447776. Check back after and let us know how the connection is.
Kind regards,
Ilyas.
on 21-02-2023 13:37
Thank you very much for the info. As I stated the service has been down for 19 days now. As of 1.30 today it’s still not fixed. I am expecting another daily email today informing me that it will be fixed tomorrow
catch 22 comes to mind
at least I should get £8.40x19 as compensation ?????
I would rather have service
thanks once again for getting back to me
on 21-02-2023 20:22
In the same situation here and the fix date has now been pushed back 7 days without any additional context to 28th February.
Surely there should be a level of explanation and accurate timeline given without having to dig through the forums?
on 24-02-2023 10:24
Hey Clarke99, thank yo for reaching out and I am sorry to hear the SNR outage has been extended.
I can also see you have been in contact with the team since this post, did they manage to get this all resolved for you? Thanks
Matt - Forum Team
New around here?
on 24-02-2023 13:54
Thanks for tracking this.
problem fixed 22 Feb. no explanation of what the problem was or why it took so long
all service was it from the 5-22 feb
Fingers crossed