Total loss of service (5 days and still no update!)

[TanRW]

Stuck in a seemingly endless loop with virgin media customer services - I’ve had total loss of service (no Broadband, landline or TV) since Thurs 7th Dec 23. I call virgin media customer service everyday and everyday I am told either that an engineer is on their way or that the problem is being investigated by technicians remotely, yet nothing actually happens. Today is my 5th day without any service, and their 5th day of supposedly investigating the problem, yet they still cannot tell me if/when service is likely to be restored. Every time I call customer services I have to explain the whole thing over again, it’s as though they have no record of previous calls. Sometimes they tell me that engineers/technicians are investigating the problem as we speak and one of them will call me back but no-one has ever called me back, I suspect they tell me that I will get a call back just to get me off the line!

[goslow]

Does the automated service status number 0800 561 0061 confirm that there is a problem in your area?

Or the online checker?

https://www.virginmedia.com/support/help/check-services/identification/identify

If they confirm an area fault there is not too much you can do other than wait for it to be fixed

During the outage you should start keeping a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.

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