Virgin Media DOWN – thousands of customers say they can’t get online today
VIRGIN Media broadband has stopped working for some customers in the UK today.
Thousands of Brits have complained about an apparent outage preventing them from getting online.
Virgin Media outage – what has happened?
According to outage tracker Down Detector, Virgin Media broadband stopped working at around 1pm on Tuesday afternoon.
Thousands of apparent customers complained using the service, suggesting their internet had stopped working.
The unexplained incident comes just days after a separate Virgin Mobile outage left Brits unable to get online for around eight hours.
Virgin Media confirmed that an incident is affecting customers in Scotland – although some complaints have been recorded from other areas of the UK.
After last week’s outage, Virgin Mobile offered to give 89p compensation or 5GB of data for the blackout.
But that issue – blamed on a “technical fault” – was related to mobile networks, not broadband.
Virgin Media down – what are users saying?
The majority of Virgin Media complaints appear to relate to broadband issues – but also TV in some cases.
One user on Twitter wrote: “Virgin Media is there a fix for the broadband as mine appears to be down?”
Another confused Brit said: “Hi Virgin Media. My internet and TV are both down in the G71 area. This is very rare.”
Virgin Media not working – is there an official response?
Speaking to The Sun, a Virgin Media spokesperson said: “We are aware of an issue affecting broadband and TV customers in some areas of Scotland.
“We are looking into this as a priority and apologise for any inconvenience caused.”
However, Virgin Media has posted to Twitter confirming that there’s a problem.
“We are aware of the issue, we are working on it,” the firm wrote.
It added: “Apologies for the inconvenience.”
Virgin Media down – can you get compensation?
Here's what you need to know...
Virgin Media has a compensation scheme for all UK customers.
“We’re proud of our award winning service, including our free service and repairs,” the company explains.
“But, we know that sometimes things can go wrong, so it’s only right that we make amends.
“We’ve worked with both other broadband providers and Ofcom, to make sure that our automatic compensation scheme offers fair and consistent compensation for our customers who experience a qualifying service issue.”
All you need to do is report the issue to Virgin Media: Call 150 from your Virgin Media phone or mobile, or call 0345 454 1111 * from any other phone.
Your bill will be automatically credit for fixed phone line and broadband issues – which applies to both new and existing customers.
Here’s how much you’ll be credited:
- £8 per day for a total loss of service after 2 full working days from registering the loss of service to Virgin Media
- £5 per day if Virgin Media doesn’t install your services on the promised day until installation’s completed
- £25 if Virgin Media doesn’t turn up on the promised day of an appointment
Developing…
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Virgin Media recently unveiled a free WiFi upgrade for customers that “speeds up your internet around the home”.
The company has also promised ultra-fast internet that can download 4K movies in as few as seven seconds.
And late last year, rival BT unveiled a Complete WiFi “disc” that makes your internet 25% faster – and it only costs a fiver.
Have you experienced any issues with Virgin Media lately? If so, let us know in the comments!
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