Virgin Media - No Broadband nor TV

Claphammum11 · Postby **Claphammum11** » Wed Jun 15, 2016 10:45 pm

Hello,
We have been left without broadband nor TV since yesterday. Tried to call their customer service, but kept on getting disconnected after being on hold for 15 mins. Then came the automatic announcement promising fixing the issues by certain hours but never happened. What a joke, especially considering their prolonged phone line problem just months ago! We live in SW11. Anyone else has similar experience?

Calaya · Postby **Calaya** » Wed Jun 15, 2016 11:48 pm

Yes same problem and we also had the issue with the phone a month ago!

2009Kat · Postby **2009Kat** » Thu Jun 16, 2016 6:23 am

Sky broadband has been down too. Apparently some builders cut through a cable which affected BT, Sky and VM. Seems to be working now....

Annabel (admin) · Postby **Annabel (admin)** » Thu Jun 16, 2016 9:20 am

From The Register...

http://www.theregister.co.uk/2016/06/15 ... on_worker/

Annabel (admin) · Postby **Annabel (admin)** » Thu Jun 16, 2016 9:21 am

From The Register...

Looks like a builder sliced a cable...

http://www.theregister.co.uk/2016/06/15 ... on_worker/

Beketaten · Postby **Beketaten** » Thu Jun 16, 2016 11:45 am

Me too, no service since Tuesday. Have emailed them twice and no response, I'm asking for a refund for the days I have been without service. Have also given my phone number to receive text updates, but not received a single one, although they are updating their Service Status website.

It's now saying it won't be fixed until 6pm today, but earlier this morning it said they were completing final checks, so I don't believe that either.

https://my.virginmedia.com/faults/service-status

denshort · Postby **denshort** » Thu Jun 16, 2016 1:08 pm

Us too, it is deeply irritating. You call the service status update line and it is just getting pushed back and back!

audrey · Postby **audrey** » Thu Jun 16, 2016 5:15 pm

We are with Virgin Media too and had no broadband & TV services since Tuesday.
But good news - they were restored today around the time England sealed their victory over Wales!
We are in SW12/SW11 area - towards the Clapham Common end.

Beketaten · Postby **Beketaten** » Thu Jun 16, 2016 5:52 pm

Well, that's hopeful. It's still saying it will be fixed by 6pm on the site, so they have 8 minutes left...

Claphammum11 · Postby **Claphammum11** » Thu Jun 16, 2016 9:13 pm

Looks like the broadband and TV are back. Slow still. Virgin advertises that they offer the fastest broadband in the country - I find it very hard to believe.

Evergreen · Postby **Evergreen** » Thu Jun 16, 2016 9:32 pm

We have been without Virgin broadband and tv since Tuesday afternoon.
It came back on this evening but keeps going off and on... We are in Stockwell.

Alchemy · Postby **Alchemy** » Mon Jun 20, 2016 10:18 am

As much as I agree with the general sentiment about Virgin, this time they really are not at fault. A careless builder on a site in Brixton cut some major cables deep underground, and given the severity and location of the damage the repairs were actually remarkably quick.

Of course their total lack of information, and the fact that you have to call them to ask for a partial refund -- when of course they know exactly when the outage took place -- is inexcusable. Sky, who was also affected, offered much better information.

balhambloke · Postby **balhambloke** » Mon Jun 20, 2016 10:47 am

So that's what happened...

Got to say I'm sick of Virgin despite them not being at fault for this one. I had a whole week of no broadband and tv earlier in the year. Broadband much slower than advertised despite complaints. And customer support which is totally inept. You shouldn't have to phone to get refunded for the days where you have had no service. Some communication from them when things go wrong would be nice too.

Looking into Sky this weekend but have to wait for my contract to end later this year.