I have been totally cut off since 3pm Thursday and Virgin Media do not seem to care.
The Internet to my cable modem went down at 14:55 on Thursday. On Friday lunchtime I chatted on WhatsApp with a VM representative who said:
"As per our record shows the issue is out side the premises where our engineer are working on it to resolve the issue for you. I can see the issue will be resolved with in 24 hours and you will be compensated for the loss of services accordingly. If you seem you have not been compensated you can contact us and our team will help you on the compensation."
I have not seen any improvement after 30 hours and most concerningly the status checker says everything is fine - my hub can be reached and there are no network problems.
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 postcode level.
You can also start the "compensation timer" if it shows as a fault on there
-------------------- John --------------------
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
No disconnections were registered in the past day (according to my SamKnows box).
DL = 150Mbps, UL = 15.6Mpbs, Latency 12.7ms, packet loss = 0.00115%
So, I am getting 75% of what I pay for but this is apparently within the tolerance bracket for Virgin Media :shrug:. So my connection is performing as expected after the 4 days of downtime; thank you for following up.