Virgin Media down leaving thousands of customers without internet

GK782H A man looks at his iPhone which displays the Virgin Media logo, while sat with a cup of coffee (Editorial use only).

VIRGIN Media has suffered a huge outage as thousands of customers struggle to get online.

There were over 22,000 reported issues as of 7.20am this morning (April 4), according to Downdetector.

Virgin Media has gone down for tens of thousands of customers

Over 70% of the issues relate to landline internet while 24% of customers are experiencing a complete outage.

Meanwhile, 2% of customers are having issues with their TV streaming services.

It’s not clear at this point what is causing the outage but we have approached Virgin Media to find out and will update this page when we know more.

Virgin Media’s online status checker is also down with customers unable to check their broadband, landline and TV status.

Customers have taken to Twitter to share their anger at the outage.

One said: “What’s going on? Outages all over!”

A second person said: “Another day of broadband outages with Virgin Media.

“I can’t believe how much they charge for such a poor service.”

A third person added: “Pathetic company which can’t even be bothered to update it’s customers on any of its outlets when it has nationwide outages.”

HOAR has approached Virgin Media for a comment.

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.

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