Forum Discussion

BusheyTrader's avatar
BusheyTrader
On our wavelength
2 years ago

Total Blackout in WD232LY and WD232LZ

The whole of our road, the above 2 post codes, has a total blackout of Broadband, Cable TV and Telephone Landline.

Many of us have independently reported the failure.  Each one of us has been told that we’re the only ones experiencing a problem and there is no common issue.  An engineer was booked by the call centre for Thursday 25 am (5 days away) to look at our equipment. The confirmation text said pm.

Hopefully it will be raised by VM as an area issue and not an individual one.  The agent said he couldn’t raise it otherwise, hopefully someone will recognise all the service calls are grouped together.  I don’t hold out much hope.

 I work remotely from home and rely on the broadband

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    If you rely on broadband for work, you really need to have some form of backup connection. Virginmedia does have failures from time to time and the compensation won't cover loss of earnings. 

    • BusheyTrader's avatar
      BusheyTrader
      On our wavelength
      2 years ago

      Thanks, I can access data through my mobile and work remotely through that during these times.  

  • BusheyTrader's avatar
    BusheyTrader
    On our wavelength
    2 years ago

    VM eventually realised the issue was an area one, not an individual house owner one and “it would be fixed very soon.”

    We’ve had text messages that the problem would first be fixed at 01:30 this morning, then at 08:13 it was fixed, which it wasn’t, then it be will fixed at 14:00, which it won’t because it’s now been announced as returning 08:30 on Monday 22nd.  So a potential full outage of approximately 40 hours if this is correct.  

    Over the last few years, VirginMedia’s service levels have sunk back to where NTL finished.

  • Damage1_1's avatar
    Damage1_1
    On our wavelength
    2 years ago

    Total all services blackout since midday Saturday....what if I didn't have a mobile phone??

    I need to negotiate a new contract in February....maybe this time I will look around..

    • nodrogd's avatar
      nodrogd
      Very Insightful Person
      2 years ago

      There is no SLA for fixing residential services. The standard time for BT to fix a residential Broadband fault is 3 working days. Virgin is no different. If it is fixed Monday it will be the next working day.

      • BusheyTrader's avatar
        BusheyTrader
        On our wavelength
        2 years ago

        Several decades ago I worked at BT.  A customer was unhappy that their elderly mother’s phone was out for a week.  

        My supervisor thought they would placate an unhappy customer by stating BT didn’t promise a 100% working telephone service.

        There was no hiding behind that service level agreement.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 years ago

    My standard answer to someone who requires Internet access to do their job from home is to have a backup of a MiFi router with a data-only SIM card (all four MNOs and several MVNOs offer these SIMs). Not having a mobile phone doesn't make sense to me in 2024 especially if you need to be in contact with family, friends, workmen, co-workers, etc.

    • BusheyTrader's avatar
      BusheyTrader
      On our wavelength
      2 years ago

      Broadband active as of 06:00 although a text message said it had returned 2 hours earlier, I wasn’t awake to test it.

      • Reece_MH's avatar
        Reece_MH
        Forum Team (Retired)
        2 years ago

        Hi BusheyTrader 👋

        Thanks for posting, and welcome back to the Forums.

        I'm sorry to hear you and others in your area were experiencing issues with the Broadband. However, I am glad to hear that things are now resolved, and I'm deeply sorry for the inconvenience this caused.

        If you do need anything else, or experience any further issues, please do feel free to reach out to us, and we'll be happy to assist.

        Thanks,