VIRGIN Media is still down for hundreds of customers after the company was hit by an outage over 24 hours ago.
Furious customers were left without internet access twice yesterday (April 4).
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More than 55,000 issues had been reported by 5.17pm, according to Downdetector – a website which monitors outages.
It came after an earlier outage with also saw tens of thousands of people report issues with their internet access.
Following the second spike, a Virgin Media spokesperson said it had seen a repeat of the earlier issue which was causing intermittent broadband connectivity problems for some customers.
As of 8am today, the problem is ongoing, although the number of reported issues has dropped to just under 800.
A Virgin Media spokesperson said its services had been stable and running as usual since early yesterday evening.
They added: “Our engineers are continuing to monitor the network and we apologise again for the issues faced by some of our customers yesterday.”
But there are still a number of people complaining about a lack of services this morning.
One person tweeted: “Virgin Media still down, over 24 hours, no phone, no internet, shocking.”
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A second person said: “Broadband is off again. That’s been over a day now. Any sign of a fix any time soon?”
Meanwhile, a third frustrated customer added: “It’s 2023 and I haven’t had stable wifi for the past 28 hours.”
The outage appears to be widespread across England, Wales and Scotland rather than limited to one location.
The majority of complaints relate to landline internet and a quarter of customers are experiencing a complete outage.
A small proportion of customers are also having issues with their TV streaming services.
Virgin Media’s website and online status checker also earlier went down leaving customers unable to check their broadband, landline and TV service status.
It’s not the first time Virgin Media has gone down for customers in recent months.
In January, it went down for around 1,500 people as households struggled to get online.
In October last year, hundreds of customers were reporting issues with their internet and Wi-Fi following a technical issue.
Am I entitled to compensation?
You may be entitled to compensation if you have suffered issues with your internet, call or mobile services.
But when it comes to TV outages, the services don’t come under that same scheme.
We’ve asked Virgin Media if there’s compensation available for TV customers and we’ll update this page when we know more.
Internet firms usually pay out £8 for each day broadband and home phone services are not repaired after two full days of no service.
They will also pay £25 for each missed appointment, or for appointments cancelled with less than 24 hours notice, plus you’ll get £5 for each calendar day delay to the start of the new service.
This is usually automatic.
If you’re a mobile customer and you suffer from a lack of service then depending on the circumstance you may be entitled to a refund or account credit.
If you’re without service for a sustained period of time then you may also have the right to leave without incurring a fee, although neither of these are automatic – you need to ask your provider.
If your problem is still unresolved after eight weeks, you can complain to an independent Alternative Dispute Resolution (ADR) scheme.
Virgin Media is signed up to the CISAS ADR scheme.
