Hundreds of Virgin Media broadband customers were unable to access the internet after experiencing problems on Wednesday morning. A number of reports on social media and Down Detector showed customers were having issues with some saying they couldn’t access their internet.
Virgin Media denied there was an outage, saying its services were operating normally and planned work took place early Wednesday. However, some Virgin customers in Cardiff received a text message telling them there was an outage in their area. These issues have since been fixed and the number of people experiencing issues has decreased after numerous issues were reported earlier today.
At the time, 76% of users reported problems with their fixed Internet connection and 16% encountered other problems. Around 8% also had difficulties with the TV connection.
Customers were unhappy on social media with the service. One person said, “Our internet has been down for 11am. Phone customer services are useless and the estimated time for repair was originally 5:30am and is now 5:30pm. Can you contact an engineer for give us a good hour of reconnection as soon as possible!”
Another said: “Please can I get an honest answer here and just tell me. Will my Wi-Fi in South East London work today or will “Is it a repeat of last week’s debacle? I’ve already lost over £300 from work this month due to these issues and need to know if I need to work elsewhere”
Live updates below:
‘No outage,’ says Virgin Media spokesperson as overnight issues explain
A Virgin Media spokesperson said: “There is no outage and our network and services are operating normally. If customers are experiencing individual connectivity issues, they should contact our customer services team for assistance. ‘aid.”
As of 1 p.m., 181 problem reports have been reported on Down Detector, compared to the usual 34. It is understood that the spike of 810 reports at 12:30 a.m. was due to ongoing planned update work, which resulted in a temporary loss of service.
Crash reports continue
At 11:43 a.m., 140 outages were reported on Down Detector. The baseline – the usual number of reports at this time of day – is 40. Virgin Media did not release a statement on the outages.
Problems persist across the UK, with some people told to wait for hours
Customers across the UK have had issues with their broadband. A Bootle customer said on social media that his WiFi had been “down since this morning, the [and] Internet cut off and it was completely off by 4:30 a.m..”
Another, from Derry, added: “Internet STILL DOWN!!! This is becoming more of a joke now. How is anyone supposed to work from home without the internet!!!”
She posted a screenshot appearing to be from the Virgin Media website saying: ‘We’re looking into it. Come back here after 11pm and if there’s still a problem we’ll help you book a technician.’
Breakdowns in Cardiff
Customers in certain areas of Cardiff have been advised of a service disruption by Virgin Media. A customer in the Canton/Pontcanna area received a text message saying, “There is a service outage in your area. We should fix it soon.”
Virgin Media customers can check this website to see the status of service in their area.
More reports than usual
Down Detector shows a huge spike in outages in the early hours of Wednesday morning, decreasing and then slowly increasing over the course of the day. As of 10:56 a.m., 126 outages were reported, more than triple the usual number for that time of day (40).
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