No broadband, tv or any updates

[mphowell]

I am really frustrated at the poor service from virgin. The broadband has been down for more than 4 days, which also provides the tv via a connecting box (not a TiVo box as advertised when I chose the package). Me and my partner work from home and have two children. Virgin have told me it’s an outage in the area, then it’s been fixed and sent out an engineer. The engineer said there is nothing wrong and it’s external so has arranged some network people to look at it. But they can give me no certainty on when that would be and when it will be fixed. In 20 years with a competitor I have never experienced such a delay in service or an inability to get any updates on it being fixed. 

[jbrennand]

What is being reported on...

...the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status) ?

Then also 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.

If noythng shows on either - then call in to report it as a fault specific to you.

[japitts]

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@mphowell wrote:

I am really frustrated at the poor service from virgin. The broadband has been down for more than 4 days, which also provides the tv via a connecting box (not a TiVo box as advertised when I chose the package)

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TiVo/V6 has been ringfenced to existing customers for several years now, new customers can either have the TV360 or the non-recording Stream platform.

TV360 does not carry live TV via the internet, but via the co-ax feed. This can sometimes fail alongside a broadband issue, but is not guaranteed to do so - depending on the nature of the fault.

[Alex_RM]

Hi mphowell,

Thanks for posting and welcome to our community  😊

Sorry to hear you've been affected by an area issue. I've had a look at things from our side and everything looks fine.

If you're still having problems with the connection please let us know.

Alex_Rm