No Virgin Media since Thursday morning

[worldwiser]

They claim they have an engineer working on it. He must be tired because that's what they were saying at 9 this morning. Anybody else down?

[macutd]

Mine's down. I phoned at 2pm and they said it would be back at 6pm.

Phoned again at 8pm and was told 9pm eventually it has just come back about 11pm.

I asked for compensation and was given ?10.

This doesn't make up for the pain that my children went through not having the internet all day!!!!

I mean what else can they do with their lives???

[bzgeo]

on their virgin media status it says a fix will be in place until the 18th at 18:00 ... which is so bad...

My interwebz was down for the whole day same reason as you boys, but atm it seems to be back, although am getting speeds less than 1mb which is definitely not what am paying for.

So tired of them...

also a thing that I wouldn't see in the past, all the wifi's around me seems to be BT nowadays while in the past everything was virgin, I guess a lot of people made the right choise and moved away.

[Gibbsy81]

Mine has been down since yesterday (Thursday) morning. They're now saying it will be fixed by tomorrow (Saturday) evening!!

Does anyone know how you get through to an actual human to vent about this? I just seem to get recorded messages.

Used to have BT but switched because of the poor customer service but surely Virgin is the worst of the bunch.

[kibris]

Sky is the best palce to go, also every time you call it goes to a (UK call cent), i was also wilth BT and every time i called it was poor and i mean poor. I have also been told Virgin was the same so the info i got was right. Good luck if i was you i would look into Sky

[rch]

This news link is circulating around Twitter at the moment, hope you can get it to work:-

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

Apparently a construction worker drilled through the fibre cable, so hundreds of metres will need to be replaced. Refunds should be available.

[Penguin68]

This is a continuing hazard for all fixed network operators - and whilst there are many reasons not to like Virgin, this is one which they can't be blamed for. How quickly they restore service will be key, and how they manage customers expectations as well. They should be able to recover their costs for restoration (and probably consequential loss for compensating customers) from the construction firm - who should anyway be insured for this (public liability). When BT gets a cable severed they often have to match ends (so that customers' twisted pairs continue to be linked properly at the exchange end) - I'm not sure whether for IP based services (packet switched) this is such an issue, so Virgin's job may be easier. The length of fibre optic they need to replace probably just means that they want to pull (or blow) a new cable through to link back to two existing flexibility points, rather than trying to splice fibre in the middle of a run (nightmare!).

[Zenoria]

Spoke to Virgin Media just now and they're hoping for the fix time will be sooner, they just have to cover the possibility that it'll take longer.

Like Penguin68 says, it's not just VM. Our neighbours on Sky and BT are having a lot of trouble too.

[urbanfox]

Apparently virgin fix time now estimated at 2pm, not holding my breath, it's ok though as they have given me ?1.30 in compensation. Off to buy some fizz to celebrate the payout. Awful customer service, and not an isolated incident. Keep meaning to switch providers!

[ednewmy]

Been out for us since yesterday morning, though was working overnight strangely.

I'm willing to give them the benefit of the doubt this time as it was the fault of a construction worker. However it's how they cope in the aftermath that'll reflect on them as a company. Whilst it's incredibly annoying, so far all their staff I've spoken to have been helpful and apologetic. I will expect some kind of rebate though.

[ed_pete]

I'm no apologist for VM but sometimes things are beyond their control. Arrived home on Tuesday night to find UK Power Networks people putting up barriers and then starting to dig up the pavement. Apparently a junction box of some sort had caught fire earlier in the day which had required attendance by the fire service. Anyway just before they started digging the internet went down because they cut the power to the VM cabinet about 10 yards away.

When I spoke to the Power Networks workmen they just shrugged and said "Oh yeah, you'll have to call VM". I did and they eventually sent out a van to provide a temporary power supply.

[urbanfox]

Now apparently down until tomorrow evening, 3rd time slippage. Wouldn't be so bad if the call centre wasn't so unhelpful.

[ednewmy]

They've so far offered me a 22 pence rebate...!

The cause of the situation is out of their hands, so I won't blame them for that. But as I said earlier it's how they deal with it after the fact that reflects of them. Staff have still been helfpul, but I would expect more, particularly as I've had to fork out ?15 on extra data from my mobile provider to make up for the loss of the Virgin service.

So far, somewhat unimpressed.

[ednewmy]

We seemed to get back up and running minutes after I posted that.

I don't hold my breath that it'll last but let's see.

[bzgeo]

The interwebz is up but de speed is sooooo slow... can't watch porn like that, and we all know that porn = health. So they are clearly trying to kill me. Who knows Virgin might be working for ISIS. I have to watch image porn... its been since 00' that I haven't done that...

[ribrob]

Mine was down, but now back and get between 40-60mbps, so i assume they are fixing / have fixed it.

[worldwiser]

We're back with our usual 110meg down and 24meg up speeds. I hate Virgin as much as anyone but, when it works, there's really no-one else.

[macutd]

I'm back on ok at the moment, but it came on yesterday morning too and then went off again.

Virgin says 6pm this evening to restore.

[KidKruger]

It's out for me now, no internet or TV, was about to watch the boxing :((

[ED_moots]

After it came back up after they fixed it our wifi was up and down like a w****s drawers. I found I had to monkey around with the channels for 2g and 5g network. Now ok. But I imagine you're connecting with a cable KK

[Sharon N]

Mine was out for hrs today but it's now back on.

[smashing]

Haven't had wifi for days now.

[KidKruger]

Virgin said it's a potential fault affecting 141 of 944 subscribers on my 'group' and that a dude will fix it in 4-5 hrs.

Sounds like I been sold some lines.

Baaaad timing.

[Asset]

Mine was out on and off for pretty much that whole week, TV and internet.

Whilst I understand it was a serious issue they had to fix my beef is the appalling Customer service I received.

It took me over 30 minutes on the phone, passed to several different people and having to really stamp my feet to get a - wait for it - ?7 credit on my account for loss of service.

Thanks Virgin.

[Sean Of Dulwich]

British telecom infinity pretty good 3 years never had a problem