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No Service

MarkGough
Just joined

VM has been down in our area for three days now. My wife and I work from home and my son is studying for his A levels so this has been very disruptive. I understand that there will sometimes be problems, but what upsets me is the lack of communication (from a communications company) . I called VM at the beginning but when I got through they dropped my call. I received a message in the app saying it was fixed but the status still says there are problems and it is not working, and the app keeps on telling me it will be fixed in the next few hours and then extending this by another couple of hours. No idea if and when it will really come back on so having to decamp to friends house to work. Any advice on when I can find out if it will actually be fixed or not and when? 

1 REPLY 1

newapollo
Very Insightful Person
Very Insightful Person

Hi MarkGough 

I'm afraid the fix times/dates are only estimate and thus can change constantly. The systems don't actually show what the issue is.

Sometimes the issue is an easy fix, other times it's because there is difficulty tracing where the actual fault is coming from (often it's a customer who has performed a self - repair or extension which has caused signal problems for other users in that location and is very diffcult to trace)

It may be a broken cable that can't be spliced and so needs replacing,  or it may be due to a collapsed duct, both of  which may require a specialist team and work permits

Apart from the online service checker which often only shows wide spread faults you should also try the automated Service Status number  0800 561 0061.  This often gives details of more local issues down to postcode level, along with the estimated fix date/time. This is updated more frequently.

I know it doesn't help with your current predicament but you should be due automatic compensation of £9.33 per day for a total loss of service after 2 full working days from registering the loss of service

 https://www.virginmedia.com/help/billing-and-payments/automatic-compensation 

Dave
I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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