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Multiple Critical and Warning Messages across whole estate.....

OK. So since last friday the whole estate and perhaps even the whole village has been having problems with their virgin broadband. I'm talking a whole whatsapp group - 30 people all complaining of intermittent drop outs since last friday. I too am having the same issue. So I checked my network status logs and saw heaps of criticals and warnings. Like SYNC Timing Synchronization failure  and RCS Partial Service warnings. So I got a friend up the road who's also on a HUB 3 with virgin to send me his log and for every critical I am getting, he's getting the same at the EXACT same time. Apparently someone logged this with Virgin and we've heard several times it has been fixed but no avail. This is area 11. I hope the info here can help a technician find the root cause of this multi-customer issue. Virgin please help us! Thank you

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Very Insightful Person
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Message 2 of 12
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Re: Multiple Critical and Warning Messages across whole estate.....

get everyone effected to report it to VM. if they do not report it VM systems will only see it as a customer fault

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Message 3 of 12
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Re: Multiple Critical and Warning Messages across whole estate.....

yeah I rang the helpline and Virgin knows about the multi-customer outage - but no timeline for service restoration.....

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Alessandro Volta
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Message 4 of 12
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Re: Multiple Critical and Warning Messages across whole estate.....

What does the Service Status page show?

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Message 5 of 12
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Re: Multiple Critical and Warning Messages across whole estate.....

no known issues but on the service desk it says there is an issue at this postcode 😅

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Alessandro Volta
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Message 6 of 12
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Re: Multiple Critical and Warning Messages across whole estate.....

Go with that then.

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Message 7 of 12
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Re: Multiple Critical and Warning Messages across whole estate.....

Are there any tips on escalating? How can I be sure that Virgin knows this issue is affecting an entire village?

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Alessandro Volta
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Message 8 of 12
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Re: Multiple Critical and Warning Messages across whole estate.....

Nope since there's nothing to escalate.

You can try and call and be fobbed off by first line 🙂

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Message 9 of 12
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Re: Multiple Critical and Warning Messages across whole estate.....

i just cancelled my service with Virgin. 

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Alessandro Volta
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Message 10 of 12
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Re: Multiple Critical and Warning Messages across whole estate.....

How exactly?

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