Carley_S
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Re: I am trying to find out my area reference number for Shoeburyness in Essex
Hi Elmlodge47 Welcome to the Community Forums. Your area reference will be on your contract and email confirmation/communication we have sent you. We can also find out your area reference if you're happy to provide your postcode here.10Views0likes0CommentsRe: Hub 5x, 2gig up/down - packet loss / latency / disconnects every 30 mins
Hi lindsaygi Welcome back to the Community Forums. Sorry to hear you're also having service concerns. I can see that you've a thread regarding this already and a Forums team member has responded to support you further. Please respond on your original thread and we'll be able to assist you further on there if you still need.17Views0likes0CommentsRe: Complete Failure in Service
Hi tattersfieldj Welcome to the Community Forums. Sorry to hear of your concerns with your ongoing service issues. We can see on the systems on our side that you have since spoken with the team and have actions in place to investigate and work towards a resolution. Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen from time-to-time. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like depending on the work that is needed. Should you have a total loss of service, you can read about our auto compensation scheme here. We appreciate that some of our customers work from home, however if you have a residential accounts any fault would still be treated via this correct process. Any loss business impact or loss of earning/wages, would not be taken into consideration when it comes to compensation. Keep us posted with how you get on with the next action in place already and, please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.5Views0likes0CommentsRe: Missing Omnibox cover
Thanks for that feedback jonajackso123. We'll be sure to pass this along. Internal wiring would be different to the appointment just attended. Our faceplates tend to have a logo on it, either NTLword, TeleWest or Virgin Media, but could well be ours. Please reach back out to my colleague over your already open private message and you have service concerns with this cabling. We might be able to rewire that cable which looks to have lost its protective coating and tidy this up, but might not be able to change the faceplate itself.5Views0likes0CommentsRe: BBC iPlayer to stop working soon
Hi Seren11 Welcome back to the Community Forums. Sorry to hear of your concerns with the removal of BBC iPlayer. This will only affect TiVo customers, at this time. If there are any changes we'll be sure to communicate these before hand. The removal of BBC iPlayer from the TiVo set top box will take place on Wednesday 23 July. Affected customer should receive this communication and all the details via their registered email on how to proceed with their free TV360 upgrade should they wish to continue having access to BBC iPlayer. If you have any further questions or concerns not addressed, please post them here, us and the other Community members we'll be more than happy to assist you should you need with a specific query you may have.54Views2likes5CommentsRe: High Jitter & Packet Loss to Riot Servers
Our apologies for the poor service after the hub was replaced. It's good to hear that it became stable on Wednesday morning for you. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.8Views0likes0CommentsRe: Packet loss
Sorry to hear this is still ongoing for you User666 Checking the systems on our side, it looks like the outage has been closed as fixed on 2/07/25. Please let us know if you've had any further issues since 2/07/25 and we can investigate this further for you if needed.4Views0likes0CommentsRe: Waiting for Wifi since May
Hi Samfoster0003 Welcome to the Community Forums. Sorry to hear of your service and billing concerns since joining us. This is certainly not the new customer journey we aim to provide. Billing would continue as normal if your services have been activated. As billing is automatic, it is not something that can be paused or stopped whilst the team look into this, and whilst we appreciate that you have not been able to use the service, our automatic compensation policy would credit any eligible compensation for the time taken to resolve the concern. This is credited after the issue is closed as resolved at £9.98 per day for a total loss of service after 2 full working days from registering the loss of service to us. More information on this can be found here. There is a lot of factors when it comes to working externally, so there could be delays due to permits and permissions requests to work on these public access areas/other privately owned land, that has not yet be granted. We can take a look on our side to see what is happening. Please join me in a private message so I can locate your account and pass the account security. You can see your private messages at the top of the page, in the envelope icon, or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down.4Views0likes0CommentsRe: Long ongoing outage, poor information
Hi narm71 Welcome tot the Community Forums. Sorry to hear that you're currently impacted by an area outage and that the estimated fix time has been pushed back. We can assure you that it's not the level of service we aim to provide. Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen from time-to-time. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like. There aren't any further update services available other than the Service Status page itself, or subscribing to the updates when registering for compensation on the Service Status page. The fix times are advised as estimated, so you may find that an outage/fault can be resolved sooner than we estimate, or extended if more work is required. We can assure you that the team will do all they can to have you back up and running as soon as we can. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.5Views0likes0CommentsRe: Frequent cold calling
Hi MrsM4 Welcome to the Community Forums. Sorry to hear that you're experiencing high levels of nuisance calls. Sadly there isn't a feature that can block these at this time. We do offer feature such as anonymous caller reject, but as you say, this does also filter all withheld numbers and you may still receive some cold calls that can bypass this. There are handsets that offer some blocking technology which may interest you if you're looking at reducing those types of calls. We have some helpful tips and support here for things you can do for nuisance calls which you can take a look to see if this helps. If you suspect a fraud call then we have more advice on those types of calls here and here.3Views0likes0Comments