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Outage in the SM5 area

Joining in


I having severe issues in the SM5 area. Carshalton.

The Internet has been down for nearly 4 weeks and I keep getting told by Virgin that they are an Outage in my area. How can this be ongoing for almost 4 weeks without it being fixed? I keep getting told nothing can be done until the outage has been fixed. I get a text saying service has been restored, but when I go online it tells me that the Outage is still ongoing. I call Virgin (over 10 times now) and they keep giving me the same script. 

I need help to resolve this because I work from home. I have had to resort to using my phone as a hotspot and this is costing me a lot of money for data.


Joining in



When I do a Service Check online I get the screen. When I call the 0800 number to check the status of service in my area I get told they is a problem in my area. I've also received a text to tell me that the problem has been resolved, but I'm still having issues.

Very Insightful Person
Very Insightful Person

Phone again.

Check with Area faults on 0800 561 0061 If you have a VM landline 150 this goes down to post code level. You could also try the web page status, but this is not recommended as it only covers issues that affect a very large number of customers.

VM will not dispatch any technicians while an area fault exists.

If no area faults found:

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2

Hi there @dbanugo 


Thank you so much for your post and welcome back to the community forums. 


I have taken a look and I can see that there is a an outage in your area that is due to be fixed Match 30th at 9.35am. Are you able to let us know how things are looking after that time?