Adele Roebuck

@virginmedia Ok thanks

@adeleroebuck Thanks Adele. As we have no access to accounts from here. It might be best to get back in touch with our Team virg.in/VMcontact ^GT

@virginmedia Yes we were told by one of your team that a note was on our account about the automatic compensation

@adeleroebuck Thanks for confirming, Adele. Was the credit part of our Automatic Compensation Scheme, or offered by one of our team? Are any issues relating to the intermittence identified when checking here 👉 virg.in/service? ^RH

@virginmedia Yes it’s been resolved, still drops from time to time during the day though

@adeleroebuck Sorry to hear this Adele, just to confirm, has the fault now been resolved? ^AR

@virginmedia Hi @virginmedia we had internet downtime a few weeks ago and our account hasn’t been credited. We were told it had been applied and it hasn’t as the bill is still the same. We were without internet for 8 days

@adeleroebuck Thanks, Adele. These are live updates our engineers send from the site and they're subject to change depending on the fault and our findings during the investigation. The fix time is an estimate, this is why we advise to register for updates as this status may change anytime. ^AG

@virginmedia Would just appreciate a little more in depth knowledge rather than next day next day, know we will be compensated but right now we just need this sorting and as quick as you can.

@adeleroebuck We're sorry to hear this issue is ongoing, Adele. Appreciate the inconvenience, however network faults may have complications in fixing and could take more time to restore. For this reason, we got you covered by our compensation scheme. As reported, we're monitoring this now. ^AG

@virginmedia It’s 7 days today since we have been fobbed off with 2pm next day statuses….I will believe it when I see it. Paying a lot of money a month for this? And no real reason why?

@adeleroebuck Hi Adele, thanks for reaching out and sorry to see you've been impacted by an area outage causing your service to go down. Please, bear with us as our engineers are currently working on this issue. We'll be sending updates, looking to restore this by 2pm/as soon as possible. ^AG

@virginmedia #

@adeleroebuck Thanks for this, Adele. We do wish for all the issues to be resolved by tomorrow too, so let's be positive and see how things go from here. ^AG

@virginmedia broadband been off with you since Saturday, hit and miss past few days, it’s been logged and the number you gave me is automated. I would like a number to actually speak to a human being please. Your updates are just moving it forward on a day to day with no reason!

@virginmedia Hiya, status has moved now to tomorrow at 2.00….like it’s done every single day this week

@virginmedia I don’t hold out much hope to be honest as I am pretty certain at lunchtime tomorrow it will go to Saturday…which will then be nearly seven days when it started but yes i will check again in the morning and advise

@adeleroebuck Oh thanks for this, we'll know more by tomorrow then. I any case if you see the issue is ongoing while the page shows this as resolved make sure you give our faults team a call at 0345 454 1111, options 1-2-1. Keep us in the loop too. ^AG

@adeleroebuck Appreciate all the concerns, Adele. Our engineers won't get too technical about this but they've reported an issue that causes intermittencies and these can be very tricky to spot, isolate and fix. Does our page now say if the issue is still present and has fix time updated? ^AG

@virginmedia Yes still saying tomorrow at 2

@chester_welsh_ @virginmedia Someone else has said this too…it’s definitely something major isn’t it….I hope not!!! But when will it end???? Good point though about the engineers why can’t they say what has actually happened??

@adeleroebuck @virginmedia Most frustrating thing for me is that Virgin claim to have no specific details of the fault. So no one from the engineering side is communicating with the rest of the company? I reckon it's something major that'll take ages to fix but Virgin don't want to piss us off even more

@virginmedia Thanks 🙏 let’s hope it’s sorted soon!

@adeleroebuck Cheers, Adele. Always glad to be of help, we'd love to know once it's sorted and you can use the service again without issues. However, feel free to give us a shout in case you need more assistance moving forwards and we'll see how to support you best. You know where we are! ^AG

@virginmedia Thank you for your help and yes o will do

@adeleroebuck Thanks for the replies, Adele. Sorry to see the frustration this has caused, our engineers are working their best to restore the issues for our affected customers so please pop us a new tweet when you have update. You may try registering your number/email, see if that works. ^AG

@virginmedia I won’t hold@my breath as I am so discouraged by it!! It’s just changing but for no reason.

@adeleroebuck Thanks for posting these, Adele. Based on the info our engineers have provided the new fix time estimate is for today at 2pm, please bear with us a bit longer and let us know how things look after this time. Could you confirm if the last update was received via SMS or email? ^AG

@virginmedia It’s just frustrating

@virginmedia I was at my mums and logged on there…no text was sent to my husband. Sorry I know it’s not your fault it’s just so fro

@virginmedia #

@adeleroebuck Thank you for that, Adele. I do apologise for the inconvenience and irritation any downtime causes, but it appears we're aware of and are working to resolve the issue ASAP. You can find our credit policy here: virg.in/autocomp Keep us posted. ^ZR