Outage in my area for over two weeks now.

[Mattyjake]

I’ve had an outage in my area for over two weeks now. Customer support is either impossible to speak to a real person or just outright unhelpful and rude. There’s no in-between. All I want to know is how long this is going to take. According to the app it’s “damages fibre cables” but i can’t see how that would take this long to fix. Especially when half the time there’s no engineers anywhere near the apparently effected area. 

[jbrennand]

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.
The "compensation "timer" can also be started on this number if appropriate.

[goslow]

Keep detailed records as you go along of all VM's delays and failures to fix.

This should help ensure you get the correct compensation once your service is restored.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

[Matthew_ML]

Hey Mattyjake, thank you for reaching out and a warm welcome to the community I am sorry to hear about this.

These job can often take a while, if the cable is damaged we would need to get planning permission to fix this.

As mentioned if you keep an eye on the above link or number any updates will be posted there. 

[nodrogd]

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@Mattyjake wrote:

According to the app it’s “damages fibre cables” but i can’t see how that would take this long to fix.

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The fibre cables go for miles to a regional headend, so the break might even be in the next town. As for how long it takes to fix:

Guess which one is yours?

[Matthew_ML]

Thank you for posting this.

Any updates on the outages will be posted here