Menu
Reply
Gareth_L
  • 6.93K
  • 424
  • 781
Forum Team
Forum Team
165 Views
Message 11 of 31
Flag for a moderator

Re: Network Dropouts

Hello DanMackie1

I just checked the account to see how the visit went

We do have an outage in the area which is due to be fixed on the 09/06

Its logged under ref number F009076643  

Can you pleas let me know how things are on the 10th

If its still bad and the Outage is fixed then I will need to book another engineer again 

Gareth_L

0 Kudos
Reply
DanMackie1
  • 14
  • 0
  • 0
Tuning in
152 Views
Message 12 of 31
Flag for a moderator

Re: Network Dropouts

Hi Gareth,

Still having same issues, has the outage been fixed yet or do you have an update when it will be?

Thanks,

Dan

0 Kudos
Reply
Paul_DN
  • 6.32K
  • 363
  • 659
Forum Team
Forum Team
132 Views
Message 13 of 31
Flag for a moderator

Re: Network Dropouts

Hi Dan,

 

 

 

Thank you for coming back to us, sorry to hear you are still facing issues , I have had a look and the current fault is still present under F009076643,  You might find that these services are intermittent at the moment: Virgin Fibre, Interactive TV, Catch Up TV, TV On Demand TiVo® or V6 home menu. We are sorry and working hard to resolve this for you.

 

The current fix Time Date is now 17/06/21, we are sorry this has been put back again, all our fix dates are estimated and can take longer depending on the complexity of the fault.

 

Kind regards

 

Paul. 

0 Kudos
Reply
DanMackie1
  • 14
  • 0
  • 0
Tuning in
121 Views
Message 14 of 31
Flag for a moderator

Re: Network Dropouts

Hello,

Fault was fixed last week but still having the same issues, really bad today.

Here is BQM link again:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/e8ad6350511b26c425e891f67bcc653a4d...

Please can an engineer be booked to my address?

Thanks,

Dan

0 Kudos
Reply
rsmith2074
  • 3
  • 0
  • 0
Joining in
113 Views
Message 15 of 31
Flag for a moderator

Re: Network Dropouts

Hi,

This is really interesting as i've been having the same issue although it's been ongoing for 4 or 5 months now with no promise of it being resolved. I've had 3 engineer visits who all insist there's no fault even though i've explained it's intermittent. I've had a new box externally & internally fitted, new cabling & a replacement hub, all to no avail!

If you do get this sorted, please report on here how you managed it as it's driving me insane!

Customer service from Virgin are no help whatsoever, just going through scripts like bad actors & i really can't see a solution happening any time soon.

Good luck with yours!!

0 Kudos
Reply
DanMackie1
  • 14
  • 0
  • 0
Tuning in
107 Views
Message 16 of 31
Flag for a moderator

Re: Network Dropouts

Hey mate,

That's rubbish, it's been the same for us for about 6 months too but just got particularly bad in the last month or so, even the TV cuts off now. You're not around North London are you?

I don't understand how I am meant to work from home being kicked off my server every 10 minutes, same goes for Zoom calls. I will be looking to change provider if it can't be resolved although I am hoping we have some dodgy cabling. Will let you know, good luck with your issue too!

Thanks,

Dan

0 Kudos
Reply
David_Bn
  • 5.41K
  • 247
  • 447
Forum Team
Forum Team
100 Views
Message 17 of 31
Flag for a moderator

Re: Network Dropouts

Hi DanMackie1, thanks for coming back to us

 

I'm sorry to say that I've looked into the local area, and can see that there is an new outage that was logged on 20/06/21.

 

This is due to be resolved by 28/06/21 at 09:00

 

We're terribly sorry for any inconvenience this may cause you

 

Kindest regards,

 

David_Bn

0 Kudos
Reply
DanMackie1
  • 14
  • 0
  • 0
Tuning in
94 Views
Message 18 of 31
Flag for a moderator

Re: Network Dropouts

Hi David,

How long do I need to go round in circles with new outages before my internet is completely fixed please? It is unusable today so not sure what is stopping me switching to a new provider?

Thanks,

Dan

0 Kudos
Reply
David_Bn
  • 5.41K
  • 247
  • 447
Forum Team
Forum Team
91 Views
Message 19 of 31
Flag for a moderator

Re: Network Dropouts

Thanks for coming back to me DanMackie1,

 

Sadly when it comes to outages, we're in a position where there is very little we can do

 

We do certainly hope that the services can be restored to full working order as soon as possible

 

Kindest regards,

 

David_Bn

0 Kudos
Reply
rsmith2074
  • 3
  • 0
  • 0
Joining in
82 Views
Message 20 of 31
Flag for a moderator

Re: Network Dropouts

Hi Dan,

I'm all the way up north in Newcastle mate, it's clearly not a localised issue if you're in London.

Unfortunately i'm unable to receive another service with speeds anywhere near what Virgin can offer (& believe me, i've checked) but if you have that option, personally i'd switch to another provider if they don't or can't resolve your problem.

Kind regards,

Rob

0 Kudos
Reply