No internet

[Chrissie_h]

Well this is great! I've only been a Virgin Media customer for less than a month and this is the second time I have been left with no internet. Not only no internet but no streaming service either. So I've come home from night shift hoping to relax a little time and catch up with last night's 'I'm a celebrity' but having to make do with GMTV. 

I don't suppose anyone knows if there is a problem in the North Durham area, and when it might be fixed? I've tried the chat but Terry Bot gets through the multiple choice questions and then cuts me out so I'm off to bed. Hopefully the internet will be working again when I get up. I'm really beginning to regret going with Virgin Media.

[Client62]

Which VM Hub do you have and what lights you see on it during an outage ?


Use both methods to check for known faults in your street

Call 0800 561 0061 – this is an automated number.

https://www.virginmedia.com/help/check/status/identification/identify

[Matthew_ML]

Hey Chrissie,  thank you for reaching out and I am so sorry to hear you are having some issues due to an are outage. 

The outage is an SNR outage - 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.

I can see you also spoke to our team, did they look into this for you?