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No connection again

VMRay
Joining in

The two green arrow lights have been flashing on and off for a couple days. Called the line to check for area fault, it said no fault in my area. Then called virgin media the staff said there is an connection issue and their guys are fixing it, which was the exact same thing they told me when I called them couple days ago. Kept telling me to wait for 24 hours and call back if the issue is still there. I explained it has been 24 hours and the issue is still there, tell me to wait for 24 hours again. It is so painful to chat with the staff as they are just like a recording machine. I did not expect I am paying for this terrible service. 

2 REPLIES 2

jbrennand
Very Insightful Person
Very Insightful Person
Can you check again in 2 places...

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

2) 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 street cab/ postcode level. The "compensation "timer" can also be started on this number if appropriate.

Faults may not be listed on the Area Status web page. Areas are not Geographic” (they are "legacy billing" areas) and as such that page usually only covers large faults affecting 1000’s of customers across the country. Whereas the 0800 number will give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you.

If nothing shows on there, try calling it in as a fault (free on 150 VM line - or 0345 454 1111 others - national rate) and see what they say when they test your connection. If they say it’s a known fault, get a fault reference number.

Or, a VM person should pick this thread up and be able to help but it can take a few days.

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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Zoie_P
Forum Team
Forum Team

Hi @VMRay,

Thank you for your post and welcome to our forums 😊

I am sorry to hear you were having some issues and thank you @jbrennand  for your helpful advice on this.

How are your connections looking since your post?

Zoie