Outage help

[Marksd65]

I live in the G742ha area and there has been an outage for nearly a week now I got a message today to say it’s been fixed but it has not I phoned customer service and they now tell me it’s going to be another week

This is ridiculous is the a number that I can phone in the uk that I can get some sort of explanation 

Thanks in advance 

[Adduxi]

Unfortunately there is no SLA's for residential contracts.  I doubt if you will get any more information than is available on the Status website.  If people have a real need for continuous  broadband supply, they should have some sort of redundancy in place, or move to VM Business as it has SLA's.

[carl_pearce]

Don't forget to register for the auto compensation:

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

https://www.virginmedia.com/help/check/status

[jbrennand]

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 and fix estimates, down to street cab/ postcode level. It may well be vague re. fix times as some issues do take longer to track down
The "compensation "timer" can also be started on this number if appropriate.

[JohnFourty]

Yes, you could hotspot of your O2 sim, but then again that signal is useless too! Bearing in mind most residential customers pay more than a business connection. Very poor reasoning to explain abysmal customer service.

[Steven_L]

Hello Marksd65,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your connection. I have looked further into this and can see that there is an SNR fault in your area meaning that your services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you. The current estimated fix time for this issue is 24 SEP 2024 10:05. 

If you liked to know what an SNR fault is, please see below

SNR is an issue within the network in your area and is to do with the signal to noise ratio in the connection. If the noise is too high this can cause interference and affect the strength and stability of your connection, I can assure you that the team are working on resolving this as soon as possibly but it can take more time to resolve these issues than other faults. The team would need to identify the location of the interference this could be at the distribution, street cabinet or even a customer in your area not using correct or approved cabling, this is the reason why SNR issues can take longer than other faults to resolve.

Kind Regards,

Steven_L