Total loss of service - 1 week on, no change

[NextStepSue]

Had total loss of service since Monday 27th. An engineer came out on Wednesday. Whilst he was outside a neighbour popped across to tell him they too had no internet to which he declared that it must be a networking issue and he would contact the networking team. On Thursday a cabling team came out, replaced the cable and then said that hasn’t fixed it it’s a networking issue but hey the cable has been replaced. On Friday a networking team came out. They didn’t seem to know which houses were affected but said they were working on it and would knock on when done. That never happened and we are still not connected. We’ve been on the phone to people multiple times with some calls lasting over an hour. This has not only been a total loss of Virgin WiFi service but a total loss of other paid for services which require internet connection and loss of work. It has been an absolute joke!

[Client62]

Via the automated number 0800 561 0061 monitor the known outages in your street along with any fix estimates.

[NextStepSue]

Both the app and this number provided say there is ‘no issue affecting your area.’ Total farce, our total lack of internet connection says different!

[John_GS]

Hi @NextStepSue 

Thanks for posting and welcome to the community.

We do apologise that you're currently impacted by an area outage and can assure you it's not the level of service we aim to provide.
Whilst we do our best to run a fault free service sometimes these things do happen. We'll always aim to have you back up and running ASAP but, in some instances, this can take longer than we'd like. You can read about our auto compensation scheme here - https://virg.in/autocomp

I've not been able to locate you via the Forum details provided so I am going to send you a PM now to get further information.

Best wishes.