I’m part of a Virgin Media trial for FTTP in West Yorkshire however the decision has been taken to close the support forum as one assumes, they’re happy with the results and are moving it into BAU.
I’m without broadband tonight. Done all the resets to see if I can bring my hub back to life and the answer is no.
What’s really annoying me though is not the outage but the experience of trying to get support from Virgin.
DownDetector tells me there’s a lot of unhappy Virgin customers tonight. The Virgin Media app tells me all looks good in my area.
If I disagree with their verdict and say “I have a problem”, I’m told to reset my hub (already done) and then my only other avenue is run a test on my kit (where I get a blank white page) and nothing else.
Checking the URL shows there’s an api error but the page would happily have you sat there waiting and waiting.
So the only other suggestion is to tell you guys about it. Not that any of you work for Virgin Media faults.
I think the point of my post is firstly how disappointed I am you’ve taken away the trial support, secondly that there’s clearly an issue that you’re not acknowledging and thirdly, how much effort it seems to take to try and get this on your radar. Hopefully it’s me and everyone else has a much easier journey.
I compare this to BT who allow you to run diagnostics and log faults via the app or on a browser (if you’d rather not phone). Or if you do want to speak to them, you can log faults via their IVR or a person.
Virgin Media seems like night and day at the moment. I joined this trial fully expecting Virgin Media FTTP to be the future but now, I’m more than happy to go back to my gfast and wait for Openreach to bring FTTP to the area.
So fault isn’t reported, I’m working on the theory Virgin keep an eye on down detector so should hopefully be working on this in the background.
