London NW6 Broadband issue

[sunspot72]

Can anyone at VM confirm there is a broadband issue in London NW6? 
text updates are saying engineer is on site, then engineer is on their way and now a fix date and time of November 27th at 8pm.

thank you

[newapollo]

Hi @sunspot72 

The forum staff would only be able to give the information that you yourself have available.

There is the online /check-services/  function which is normally for large scale outoutages,  however the best pace to check is the automated Service Status number  0800 561 0061.  This often gives details of more local issues right down to postcode level along with estimted fix date and time..

[sunspot72]

Hi @newapollo

Thank you for the response. 

Is there any way that VM could identify an issue with my router whenever I call the helpline (the number you provided). I know it sounds a bit far fetched. So, each time I call the number it identifies my postcode from my mobile phone number, and says there is an issue in the area - it quotes my postcode. The updates by text message from VM change from fix dates from yesterday, to tomorrow the 27th, then back to today and now o de again, to tomorrow evening.

My main issue is that I had cables cut and removed at the house on Sunday afternoon, and give or take 5 minutes or so, it coincided with the broadband going down. It could very well be a freakish coincidence but I just wanted to check. The cables that were cut by the way, were from old TV materials on the other side of the room, at least I hope so anyway. I eventually got through to VM reps and they still maintain it is an issue in the area….bit I am left wondering if they are just seeing an issue directly with my router, which is obviously down (continued green flashing lights).

Apologies if this is confusing and once again,any thanks for your initial response.

[sunspot72]

Hi @newapollo

Thank you for the response. 

Is there any way that VM could identify an issue with my router whenever I call the helpline (the number you provided). I know it sounds a bit far fetched. So, each time I call the number it identifies my postcode from my mobile phone number, and says there is an issue in the area - it quotes my postcode. The updates by text message from VM change from fix dates from yesterday, to tomorrow the 27th, then back to today and now o de again, to tomorrow evening.

My main issue is that I had cables cut and removed at the house on Sunday afternoon, and give or take 5 minutes or so, it coincided with the broadband going down. It could very well be a freakish coincidence but I just wanted to check. The cables that were cut by the way, were from old TV materials on the other side of the room, at least I hope so anyway. I eventually got through to VM reps and they still maintain it is an issue in the area….bit I am left wondering if they are just seeing an issue directly with my router, which is obviously down (continued green flashing lights). Apologies if this is confusing and once again,any thanks for your initial response.

[sunspot72]

I have been without broadband since Sunday afternoon. Every update text I receive just seems to change from fix date to fix date - I even got a message saying the problem has been fixed. Now the latest update I receive both by text and logging i to status page is a fix date of December 3rd. This is for a supposed outage in the London NW6 area. One minute engineers are on the way, the next they are onsite, then back to on their way again. 

I have had countless calls to the outsourced customer service, and they don’t seem to have a clue what is going on. I  really start g to think this is a fault at my end and exclusive to my home, and not some problem in the area. I have never been without service for 4 days before, let alone for another potential week.

can someone, anyone from VM let me. Now what exactly is going on?

[Cardiffman282]

Original thread https://community.virginmedia.com/t5/QuickStart-set-up-and/London-NW6-Broadband-issue/td-p/5593569 

[Steven_L]

Hello sunspot72,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you've been having with your connection. Are you still experiencing issues with your connection at the moment?

Kind Regards,

Steven_L