Angry customers have reported they are unable to get online after Virgin Media admitted it was experiencing 'technical issues'.
Hundreds of households have deluged social media to complain about the lack of service, with complaints tracking website Down Detector recording over 1,000 complaints. Of those who complained of issues, 72% had trouble accessing the internet, 10% had trouble with their mobile internet and an unlucky 18% reported a total blackout,.
Responding to customers on Twitter, Virgin Media said: "We're aware of this issue and our teams are working on resolving this issue as soon as possible. I do apologise for the inconvenience."
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A Virgin Media spokesperson told The Mirror that its broadband, TV and landline services are working. But the spokesperson added: "We’re aware of a technical issue which means we’re not able to access customer systems or activate new services right now, but new installs will still take place. Our TV, phone and broadband services are unaffected and customers wishing to manage their account should contact us later this afternoon. We apologise for any inconvenience caused and our teams are working hard to get this fixed as quickly as possible.”
However many customers reported not being able to get online this morning, and if they did manage, not being able to stay there.
@JamesH993 asked on Twitter: "Virgin Media down for anyone else? Seem to intermittently just be losing connection throughout the day," while @Darlotoon said: "Down an hour on an hour , down again ... Good job I'm a patient person eh #virginmedia."
And many home workers were worried that they were unable to do their job without the connection. @4427Thisguy said: "No broadband, no TV saying error code (W02). Rang customer service their system is down told me to ring back in 5hrs! Having to tether to my phone so I can work!" and a frustrated @GeorgeOosthuiz6 said: "Guys, messaged 3 times now and no response, I have no Internet and have no idea if the fault is with my router or if Internet is down in my area, customer services said they can't help me as their systems are down and I can't work without the wifi."
@mrmallon reported: "Broadband internet has been down for about an hour. Phone line says no issues in my area. All wireless devices offline, no wired devices to check. Light on router is solid white."
Billpayers also reported having issues getting through to customer services and using Virgin's status tracker.
The service issues come after around 3,000 virgin customers complained they couldn't get online in July, and in May, with some reporting total blackouts. Other providers have also run into issues, with thousands of Plusnet customers unable to access the internet and a TalkTalk outage leaving hundreds struggling last month.
Although the main areas affected by today's problems appear to be London, Birmingham and Manchester, comments on Down Detector and social media also complained of problems in Middlesbrough, Darlington and Carlisle.
If you're suffering issues with your internet, call or mobile services you may be entitled to compensation. 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, although Virgin has not yet confirmed whether compensation will be paid to affected families.
Around 5.8 million people subscribe to Virgin Media, with packages on its website ranging from £26 to £85 per month.
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