I've been with virgin for 2 months. I have never ever experienced such a poor ISP in my life. I have had outages almost DAILY. Each time.i call I'm informed there is complicated/complex issue being investigated. When I call, I've asked about the constant outages and no one can give me an answer. It apears the infrastructure is at fault in my opinion, as what else would cause this. Please can someone from virgin explain to me what is going on before I take to X [MOD EDIT: Subject title changed for clarity]

To VM, yet again, ANOTHER outage in eh10 area. Please please PLEASE , what is going on!?!!? Thats 5/6/7 outages in 6 days!

Exactly my experience too - also in EH10. Outage after outage after outage, a completely inadequate service which is essentially preventing my partner from doing her job, working from home. It's not acceptable, and surely we should be able to leave a broadband contract, without a penalty, if the service is not fit for purpose, which it clearly is not. I am looking into it.

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.

If you read my post, you'll have seen that I have already called VM and they acknowledged there are faults but offer NO insight into the repeated problems or causes.

Problems in EH10 Edinburgh area 11 - outages | Virgin Media Community

Tudor
Very Insightful Person
2 years ago
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.
- MarkCV1
  Tuning in
  2 years ago
  If you read my post, you'll have seen that I have already called VM and they acknowledged there are faults but offer NO insight into the repeated problems or causes.
MarkCV1
Tuning in
2 years ago
To VM, yet again, ANOTHER outage in eh10 area. Please please PLEASE , what is going on!?!!? Thats 5/6/7 outages in 6 days!
- ajthom
  Just joined
  2 years ago
  Exactly my experience too - also in EH10. Outage after outage after outage, a completely inadequate service which is essentially preventing my partner from doing her job, working from home. It's not acceptable, and surely we should be able to leave a broadband contract, without a penalty, if the service is not fit for purpose, which it clearly is not. I am looking into it.
MarkCV1
Tuning in
2 years ago
ANOTHER outage this morning, around 11:30. I called the outage line and record message states "virgin media are upgrading the network, services should return at 6pm today"
Well, thanks for the warning.

Where are the VM reps in this forum who can offer some explanations?
- Daniel_Et
  Forum Team
  12 months ago
  Hi MarkCV1, thank you for your post.
  
  We're sorry to hear you were impacted by an outage 😔
  
  It appears as though this has now been fixed. Is your service back up and running?
  
  Please pop back to us at your earliest convenience.
  
  Regards,
  Daniel
  - MarkCV1
    Tuning in
    12 months ago
    I, and the eh10 11 area have been impacted by multiple outages for 2 months now.
    It's working now but I have zero confidence in the service. The only confidence I have is for it to go down again very soon.
    What assurances can you give me that the service will be more stable now?
    I would also appreciate you inform me of what the issue was and what was done to fix.
    
    Regards. Mark
MarkCV1
Tuning in
12 months ago
Another outage in EH10 area. That's at least 4 this week, and over a dozen in last 4 weeks.
- jbrennand
  Very Insightful Person
  12 months ago
  What is being reported on 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.
- MarkCV1
  Tuning in
  12 months ago
  Another outage. Been ongoing since 7pm.
  Well done virgin media.
  - Conroy1988
    Dialled in
    12 months ago
    Same here in Fairmilehead....getting boring now.
MarkCV1
Tuning in
12 months ago
Informed that the issues experienced of late have been fixed as off 4pm. Now I'm struggling to get over 1mbps - clearly still an issue.
- jbrennand
  Very Insightful Person
  12 months ago
  To see if it still exists... 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.
- tcpdav
  Joining in
  12 months ago
  Hi Mark,
  I just moved into Morningside from Corstorphine. I had Virgin Media for 18 Months prior to moving to my new flat on Comis*** Road. Never once had an issue in those 18 months and never once had anything bad to say against Virgin. Since I have moved into this new flat over one week ago, my speed has been on average at 2- 10mbps where it should be at 300mpbs. I have been calling Virgin every day. They told me that the issue was supposed to be resolved today at 12:03. At 12:05 I got an email telling me that the resolution date had been pushed back by 24 hours. I am still in my cooling off period, so given what I have experienced this week and what you have put here online, I'm going to cut and run -so thank you for posting all this.
  Hope you can find some comfort in knowing you're not the only only one going round the twist.
  
  Tom
- Carley_S
  Forum Team
  12 months ago
  Hi MarkCV1
  
  Sorry to hear the issue is still ongoing.
  
  I can see that you have opened multiple threads on this same issue and you're being supported on those threads. We please that members do not create multiple threads on the same issue so we can support quicker and to ensure all information is within one space for both yourself and any other members also seeking support on the same concern raised.
  
  Should you have any questions, please direct them to your original thread, where we will support further if needed.
MarkCV1
Tuning in
12 months ago
Another outage in EH10 area 11.

To virgin media. Look at my other posts. Multiple outages. When will this be resolved once and for all.
- Sabrina_B
  Forum Team
  12 months ago
  Hi MarkCV1 👋.
  
  Thanks for reaching out to us, apologies on the issues that you are facing, we advise to only submit one post regarding your query as the timestamps can dIffer and can cause a delay in responding.
  
  The issues that you are facing is the result of an outage in your area, ref: F011231035, it is still ongoing and has an estimated fix date of the 19th March at 9am. Please do ensure that it is logged against your account as the more we know who is affected to advise the engineers of this.
  
  Sabrina
- MarkCV1
  Tuning in
  12 months ago
  Its down again Sabrina
MarkCV1
Tuning in
12 months ago
It's down AGAIN.
- DougG1
  Tuning in
  12 months ago
  I’m in EH10 and the broadband has been flaky for weeks but effectively unusable the last couple of evenings. The expected date to fix problems of 19 March has been put back to 26 March. With another large increase next month it doesn’t encourage me to stick around.
- Daniel_Et
  Forum Team
  12 months ago
  Hi MarkCV1, thank you for your post.
  
  We can see you're currently being impacted by a Signal-to-noise ratio (SNR) outage, which has an estimated end date of 2 April at 1:35pm.
  
  Apologies for any inconvenience this causes.
  
  Regards,
  Daniel
Uni
Tuning in
12 months ago
Problem has been going on in EH10 since at least 27th February, is occasionally fixed, and services work for a few hours or minutes, but when it is supposedly fixed the connection is truly awful. I have sent repeated service status reports to virgin (think 30 at last count), have been on phone to them a number of times, they simply repeat the information in the automated message about it being a complex issue and add nothing new to the information.
I have asked now for compensation for the loss/poor connectivity as being dumped out of work teams calls is really not helpful to productivity.
The call I had yesterday with them, on the call the tickets were updated to suggest it will be the 26th of March before the Broadband, phone, and Tv issues are potentially resolved. That's a month. There's a couple of thousand customers in EH10.
I would urge everyone to phone and report, get ticket raised, and get some focus on this as it feels like the "complex" issue that has been going since February is going to just keep moving outward in it's resolution time (and yes I check the service status multiple times daily as this is what has been happening for over 3 weeks now - it moves by a few hours, a day, a few days or in yesterdays case, a week).
Uni
Tuning in
12 months ago
500mb connection, here is some recent speedchecks:
same evening about 40 mins later
- Conroy1988
  Dialled in
  12 months ago
  26th was the latest email update I got this morning.
  look at my signature below and you can see the issues in my area.
  - Conroy1988
    Dialled in
    12 months ago
    So far today’s connection has been stable. A new email came through still suggesting the 26th.
Conroy1988
Dialled in
11 months ago
And so it begins once more.
- Uni
  Tuning in
  11 months ago
  When is this actually going to get fixed - that's 6 weeks now....that's entirely unacceptable, especially as we are being billed full price for this, oh and not forgetting bill price just went up. Not being able to connect to VPN to work from home means increased costs in terms of finding a workspace to use elsewhere!
  So again, I ask - when is this going to be fixed (and not just for a few hours one random day a week) and the hundreds (thousands?) of affected users in EH10 are recompensed for loss of services, and earnings!
  - Conroy1988
    Dialled in
    11 months ago
    Unfortunately earnings doesn't come into it. Working from home and using virgin as a business is not within the terms of your contract. So there is 0 argument or entitlement there I'm afraid. However, for the fact that the internet is not working as it should be, there should be automatic compensation done to the bill. Unsure if we need to do something to trigger it though, but this is getting really bloody annoying at this point. My graph below shows the issues.