Fibre broadband outage in BR3

[ianbarrett1980]

Is anyone else having problems today (19th July 2022) with Virgin Fibre broadband in the BR3/Elmers End area? It was working this morning, but has failed about 14:20.

[jbrennand]

Try the “check service,”Area status webpage" (link at top right of this forum)


Then also 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 down to postcode level.

[Natalie_L]

Hi ianbarrett1980,

Thank you for reaching out to us here on the Community. 

I am very sorry to hear you have been experiencing with the service. 

I have taken a look from our side and can confirm that there are currently no known issues logged for your area. 

This is a live system check so we would ask that you let us know if you are still experiencing issues and we will do all we can to assist further 

Thanks,

[ianbarrett1980]

Hi Nat,

Thanks for the message. An incident was soon raised for my service and it appeared on the status page. It has an estimated resolution time of 23:45 on Tuesday night, but happily was resolved by around 18:30 when I noticed my router lights had stopped being red.

Interestingly, I did register for SMS alerts related to the issue, but didn’t receive any (and still haven’t) for this.

Thanks,

Ian

[Ayisha_B]

Hi Ian,

Thanks for coming back to us. Aah yes, it does look like a fault was subsequently raised and this has now been verified as resolved. 

We do apologise for the downtime and I am sorry you did not get any service updates after registering for these.

If you need help with anything else, don't hesitate to reach out!

We’ve also got a host of hints and help in our Virgin Media mobile app and our Help & Support area. 

Many thanks