No Virgin Broadband

[Skw247]

After a thunderstorm on Thursday morning we had an area fault that took out all of Virgins services. Contacted VM and an engineer was due to come on Friday. VM cancelled as this was an area fault. This was supposedly resolved on Friday night . Broadband was still down for some of the area. Had an engineer booked for Saturday again Vm cancelled. Spoke to a human on Saturday and then had an engineer booked for Monday. Guess what this also got cancelled as Vm said the issue is fixed messaged today now can not get an engineer till Wednesday.  Why do VM cancel appointments automatically let the customer do it when they know the Broadband is fixed. Because of where we live our O2 network is rubbish for 4g but that is another rant. Vm get your issues sorted out.

[Client62]

You appointments are being cancelled because there is a fault that affects the area / your street / streets in your locality.

The fault in not related to your connection to the local street cabinet.

Use 0800 561 0061 or https://www.virginmedia.com/help/check/status/identification/identify 
to follow the progress with the fault.

Once the area fault is fixed, everyone's internet & TV will come back on.

[Skw247]

I know is is an area fault but VM keep stating it has been fixed so then the appointment gets cancelled. But the are not fixing the issue. As usual the website says no issues in my area

[newapollo]

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@Skw247 wrote:

I know is is an area fault but VM keep stating it has been fixed so then the appointment gets cancelled. But the are not fixing the issue. As usual the website says no issues in my area

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The website status report is for known issues that are more widespread, often affecting 100's or 1,000's of users, so not ideal for local problems.

The automated Service Status number 0800 561 0061 gives details of more local issues down to postcode level.

[Skw247]

And the automated service telephone number has been sayingnthere is no fault. The bit that has got on my nerves is the fact that I have had an engineer booked on Friday Saturday Monday Tuesday and no I have to wait till Wednesday. If they did not cancel the appointment I could have had this sorted tomorrow. 

[Vikki_M]

Hi Skw247

Thanks for your post and welcome to our community.

We're sorry to hear about the area outage and do apologise for any inconvenience that's been caused by the visits being cancelled.

How have things been since posting please?

Is the service now working?

Please pop back to us when you can. 

[Skw247]

No issue is still ongoing had an engineer booked for today but got cancelled again and hot rebooted for tomorrow. The issue with the cancelled engineer visits is I cannot afford to keep having time off work as I keep losing £100 per day off. So far I am owed £100 in cancelled engineer visits as all of these have been less than 24 hours. Then 7 days worth of compensation for the service being down. After the service I have received I do not think I will be renewing my contract with yourselves. 

[nodrogd]

I get the feeling there are multiple issues here & not just one. Lightning strikes can take out multiple amplifiers & cables on the network. They can also blow the safety isolators on customers individual lines. Isolator faults cannot be detected by VMs network monitoring as they reside inside your property (contained in the internal wall boxes). This situation is not common, & should be confined to the history books when VM goes all fibre in the next few years.

[Megan_L]

Hi Skw247, 

Thanks for coming back to us about this issue with your connection after that thunder storm!

It sounds like it certainly did a number on your area and I am sorry it's taken the Engineers time to get it corrected 😥

I've checked your services today and I'm not seeing any major issues apart from some out of spec channels with your Hub which could give off intermittent symptoms.

Have you had any other problems since posting last? 

We can also get your compensation looked into, don't worry 🤗 

Let us know how your connection is now and we will move onto the next steps.

Thanks,

Meg

[Skw247]

All sorted now after an engineer came and gave us a new router. If only the engineer would have first came on the Saturday it could have all been resolved,  instead of being without any Internet for a week.  Communication from all of the Web chats, where I asked why my dates kept getting changed could have been avoided. So I had 5 cancelled appointments with less than 24hrs notice losing a day's wage everytime I had a day off. And to top it all off I am still waiting for a call from the complaints team.