Service disconnections in Ealing

[Buckers65]

Hi VM, broadband service was down in the Mount Park area of Ealing until 8:30am this morning and has been disconnecting frequently for the last 90 mins.  Your web site says maintenance was being done overnight.  When will the service be fully restored? 

[jbrennand]

Best info will be 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 down to postcode level.

[Vikki_M]

Hi @Buckers65

Thank you for your post and welcome back to our community.

I am sorry to hear of the service issues you have been having.

I have taken a look at things from our side and there is an area issue that is likely causing this. You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you.

The estimated fix time for this is the 26th May at 1pm.

We are very sorry for any inconvenience that may be caused whilst we work to resolve this. 

[Buckers65]

Thanks for the feedback Vikki.  The issue for me is a complete loss of service - as this is occurring roughly the same time each day this seems most likely to be the effect of VM maintenance. It would be great if VM could notify customers when maintenance is being done - and is pretty normal industry practice.

[Lee_R]

Thanks for getting back to us @Buckers65

The information my colleague provided was based on a known issue in your area.  We cannot find any information regarding planned works, sorry.  This would mean we cannot give advance warning of those works.

Regards

Lee_R