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Virgin Media customers struggle to access internet services following outage


VIRGIN Media suffered a number of outages this morning with thousands of customers complaining they couldn’t use their internet – but the telecoms provider says the issue is now fixed.

Outage tool Down Detector received more than 1,500 reports of problems at the telecoms giant this morning with the majority centred on broadband issues.

This issues seem to centre around London, the Midlands and Yorkshire

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This issues seem to centre around London, the Midlands and YorkshireCredit: down detector
More than 1,500 people have complained about problems with Virgin Media's broadband today

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More than 1,500 people have complained about problems with Virgin Media’s broadband todayCredit: Down detector

Complaints have since died down though, with Virgin Media admitting it suffered three outages over a five to ten-minute period.

It’s unclear what caused the outages but the country has been ravaged by storms following days of soaring temperatures, and just yesterday flooding caused a major BT broadband outage in Edinburgh and parts of Scotland.

Down Detector suggested the Virgin Media issues seemed to centre around London, the Midlands and Yorkshire.

A Virgin Media spokesperson said: “We are investigating an issue which caused some our customers to experience an intermittent problem of around five to ten-minutes with their broadband service and we apologise for the inconvenience caused.  

Can I get compensation if my broadband cuts out?

BROADBAND and home phone customers can get automatic compensation from providers for service or engineer visit issues.

These payments are automatic, although had been paused in March 2020 due to the coronavirus lockdown making it harder for providers to carry out repairs.

But as of June 5, regulator Ofcom says most providers should be back up and running the scheme as normal.

Under the rules, customers get £8 back for every day the service stops working after two working days of it going down. 

Customers are also due £25 if an engineer misses an appointment or cancels with less than 24 hours notice.

Plus, if there’s a delay to the start of a new service you will usually get £5 for each day, including the missed start date. 

But if your service goes down it’s still worth asking for compensation, even if it doesn’t fall into one of these categories. 

If you’re unhappy and your provider doesn’t resolve your complaint then you can take it to one of two dispute resolution (ADR) schemes – Ombudsman Services: Communications, or Communications and Internet Services Adjustment Scheme (CISAS).

You’ll need to check which of the two your provider is signed up to.

“The issue did not affect all customers and was not caused by a lack of capacity or a surge in demand – while services are currently stable we’re still looking into the root cause. ”

It’s the latest blow for millions of people trying to work from home during the coronavirus crisis who have already been hit with network outages.

Just last month, Virgin Media’s customer website and emails went down leaving thousands unable to log in.

One frustrated customer tweeted today: “@virginmedia what a load of crap this company is! Wi-Fi never ever works, it’s down more times than it is on. Get through to customer services after an hour and half for them to say it’s fixed (for the millionth time), then 5mins later Wi-Fi isn’t working AGAIN!”

Another person wrote: “@virginmedia WiFi I once again down in Tower Hamlets! This is crazy! Please can someone assist I need WiFi access immediately as I work from home please respond.”

Someone else added: “@virginmedia your internet is shocking, going down every week which makes working from home so difficult.”

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Virgin Media customers have complained of problems on social media this morning

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Virgin Media customers have complained of problems on social media this morning

Unlike other broadband networks, which use BT’s Openreach cables, Virgin Media owns its own network, which it uses to connect homes to the web.

How do I check my Virgin Media service status?

Virgin Media has a dedicated web page where you can find out if there are any problems in your area.

Click here to visit the My Virgin service update website.

To find out if there are problems in your area, enter your postcode.

See our Virgin Media outages guide for more information on how to check your service and if you’re eligible for compensation.

Major broadband providers have recently agreed to switch millions of vulnerable customers to cheaper deals saving them £70 each a year.

Meanwhile, Universal Credit claimants can get home phone and broadband from BT for just £10 a month.

And if you’re struggling to pay your bills, you should be offered a repayment holiday.





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