Anyone having problems with Virgin Media today?

[ribrob]

Completely unable to log in today, no connection whatsoever.

System says ?Access Denied?, but no hardware?s been touched or logins changed.

I?ve had many issue with VM before, but this is a new one.

I?m on Spurling Road near the EDT.

[Dulwich Born And Bred]

Yes, there has been an fault all day with Virgin and it?s not repaired. It said on their site:

1 known issue

You might find that you dont have any Virgin Fibre, Virgin TV, TiVo? or Interactive TV services at the moment. We are sorry about this and are working hard to restore your services as soon as possible.

We have identified the problem and an engineer is on their way.

Fix estimate: 24 August 23:15

[oquinn]

Hey. Having issues too, getting no internet.

Logged into the virgin service status page and looks like there?s a fault in the area.

Seems like there?s always a fault in the area...

[Dulwich Born And Bred]

Hello,

You have asked us to keep you up to date on the problem which is affecting your Telephone and TV service(s).

Fault Ref: F006488739

The latest update is: We have identified the problem and an engineer is on their way

We now expect to have this resolved by 2018-08-25T10:00:00

The Virgin Media Team

This engineer has been on ?their way? since afternoon!

[Neil.P]

Same here on North Cross. Noticed it this morning and I rang 150. They had an automated message to say it was a known fault and would be sorted by 16:15. Called back around 17:00 and it had changed to "As soon as possible".

Decided to go the route of speaking to customer services and get this response "Actually we have planned upgrades around your area as many people had complained of slow speeds over time. This planned works started at 11:00 and should be sorted by 23:00 so we knew your service would be affected today".

She offered to text me updates on the fault and I said why wouldn't you send one of these texts in advance to tell us that today is planned upgrade day rather than us having to chase you and that there is a known fault rather than planned upgrades. I also said well you should compensate the area for the no service to a reply that "actually it will be under 12 hours so there is no need" and then adding "Is there anything else I can do for you"? Shambles as always.

She didn't start by telling me this, but then just kind of persisted to suggest that I should just deal with it. She said for sure it would be done by 23:00 and to reset my router then and it should work. Still not working... I mentioned the bank holiday as clearly this was an overseas call centre and doubting it would be fixed at all this weekend. This happened last year and I made a thread and it got so many comments. They just keep adding new users without the capacity. Have no actual regard to existing customers. We go again.

[ribrob]

I never call the support line these days as it?s alwaays a total waste of time. They haven?t a clue and will only ever annoy you more, I seriously don?t know why VM even bother with it they must know it serves no value. I just go to the online support forums, report it when it happens and if it goes on, subsequently seek a refund. It?s never much, but every little helps.

I?ve never known anything to get sorted by VM as a result of a call, and I?ve learny to never believe a word the operators tell you. I?ve heard so many BS stories and promises.

I get more reliable and constructive info here.

Then it?s generally a case of sitting it out until a fix.

I just wanted to be sure it wasn?t my setup.

[embracefinancial]

Ours (Oakhurst Grove) went off at around 12AM last night / this morning. Still nothing, and same error messages. We will wait and see. At least it's widespread as VM seems to deny there's a fault when it's very local.

[lavender27]

high on the hill it seems to be alright, where are you exactly ?

[Dulwich Born And Bred]

Mine is working now.

[embracefinancial]

Seems OK here now too

[ribrob]

Yup, after a shaky start this morning I?m back to full speed again

[poppyprincess]

Anyone else still having loss of broadband? We?re on day 3 if no WiFi on Dunstans Road. Just been informed the service will be restored by 6th September!!!

[zoester]

I am on Upland Road where it meets Dunstans and Goodrich and haven't had broadband or TiVo for 3 days now and they told me the same thing that it won't be until 6th. I am at my wits end because I work from home and am racking up a complete fortune in 3G bolt ons to be able to hotspot. I have only been with Virgin for a month after Sky colossally let me down, it really isn't a good start. I'm also not hopeful that it will be done on 6th September because every day I have called it has been pushed out further and further.

[Loz334]

Same for us on Upland Road. Already run out of mobile data and I work from home most days so really not helpful. Interesting that they?ve said 6th sept as they told my other half today there?s nothing wrong in the area!??

[poppyprincess]

I don?t think they have any idea. They are the worst company I have ever dealt with. I?ve had update texts saying the problem is fixed when it clearly isn?t. We?re moving house soon so I will definitely be changing providers then, I can?t bare to give them a penny more. Also my bills go up substantially for a less than half decent service. I also work from home and was infuriated when the woman at Virgin kept saying ?don?t worry? !!!

[Pocket Rocket]

We were with Virgin Media (for Broadband) until a year ago and the service was atrocious. They had perpetual problems with connection in this area, and repeatedly promised they would fix the issue in ED by certain dates. That was over a year ago, and it's clear from this thread that nothing has changed. My advice: change your provider. It takes a little time, but for us it was the best decision ever and we've had absolutely no problems with our internet connection since then.

[Tractorlad]

Pocket Rocket Wrote:

-------------------------------------------------------

> We were with Virgin Media (for Broadband) until a

> year ago and the service was atrocious. They had

> perpetual problems with connection in this area,

> and repeatedly promised they would fix the issue

> in ED by certain dates. That was over a year ago,

> and it's clear from this thread that nothing has

> changed. My advice: change your provider. It takes

> a little time, but for us it was the best decision

> ever and we've had absolutely no problems with our

> internet connection since then.

We had a similarly torrid experience with Virgin Media. We endured 18 months of broken promises and outrageous bills until about 2 years ago we switch to BT. Since then we've not had a single problem and not given broadband a second thought.

[ribrob]

But does anyone other than Virgin Media provide fibre connections in East Dulwich?

I?m pretty sure our road (Spurling Road) is just VM.

I can?t face going back to adsl speeds, too much streaming and downloading across the family for that to be viable anymore.

[Penguin68]

The BT fibre service (Infinity or Infinity 2) is widely available in ED.

[PipD]

Loz334 Wrote:

-------------------------------------------------------

> Same for us on Upland Road. Already run out of

> mobile data and I work from home most days so

> really not helpful. Interesting that they?ve said

> 6th sept as they told my other half today there?s

> nothing wrong in the area!??

Other half here! Service Status still saying nothing but if you call them an Aut.Tow.Mate.Ted message says they are fixing it. "Engineers working hard, complex issue, taking longer than usual..." No date given.

[Pocket Rocket]

PipD Wrote:

-------------------------------------------------------

> Loz334 Wrote:

> --------------------------------------------------

> -----

> > Same for us on Upland Road. Already run out of

> > mobile data and I work from home most days so

> > really not helpful. Interesting that they?ve

> said

> > 6th sept as they told my other half today

> there?s

> > nothing wrong in the area!??

>

> Other half here! Service Status still saying

> nothing but if you call them an Aut.Tow.Mate.Ted

> message says they are fixing it. "Engineers

> working hard, complex issue, taking longer than

> usual..." No date given.

We used to get these conflicting messages from Virgin Media for two years until we left them. One engineer even admitted that VM know there's a significant problem with connections in this area, but it's not on their priority list. I suspect they rely on customers staying with them rather than go through the bother of changing provider.

[Sue]

Plusnet also provide fibre in the area.

I thought every provider did these days, tbh.

[Penguin68]

Plusnet also provide fibre in the area.

NO - The only two network providers in ED are BT (via Openreach) and Virgin. ALL other providers use (lease) BT Openreach infrastructure - Virgin is not required to act as compulsory wholesaler to other operators. And Plusnet actually is, in itself, a BT subsidiary (managed wholly separately from BT Retail). Plusnet (as others except Virgin) offers fibre services over leased BT infrastructure. You can get fibre services from many retail suppliers in ED - but there are only two wholesale network infrastructure providers.

BT Openreach provides lines 'as if' they were the retailer's lines (as far as the end-use customer is concerned) - that is what 'unbundling' means - and these suppliers have their own equipment (racks) in BT exchanges which are wholly controlled by them, but 'the final mile' (often far more than that) in copper or fibre (BT) or coax and fibre (Virgin) is only provided by two companies. (Excluding mobile data broadband)

[Sue]

Are you confusing fibre with cable?

Or am I?

Because I deffo had fibre with Plusnet.

https://www.plus.net/home-broadband/fibre/

ETA: sorry, hadn't properly read your post.

[Alan Medic]

Can anyone who has moved from VM to BT or any other provider in the area, advise if there was an improvement in service? I'm getting a bit fed up with VM.