Virgin Media Outage in Stratford, Greater London, England

Virgin MEDIA down again!!!! @virginmedia

@virginmedia Thanks JJ - another customer service rep contacted me and the problem has been resolved. Unfortunately the first adviser was misinformed! Thank you!

I thought BT were bad but damn @virginmedia is seriously awful.

@virginmedia waited 25 minutes before I got through and then your unfriendly staff member hung up on me whilst ‘searching for information’ 🤨🤨🤨. My internet never works and I’m getting 0 help....

@virginmedia can you fix your WiFi I’m actually sick of this rubbish

@virginmedia Although your Aim is not to deliver a shockingly bad customer experience it’s what your customer services team are only capable of delivering... repeatedly... can you put in a request to get me a call back or give me a postal address as this may be quicker to put In a request.

@virginmedia Just to let you know, as most evenings streaming video (even low-res) is really bad again. I know the product description is "up to...", but as you linked the other day you ha "minimum guaranteed bandwidth" that should be more than enough to watch a little bit of video. Very sad

@GillianRhys @virginmedia Ha - would never go back to them. We found them totally unreliable and their customer service was beyond a joke. (But thanks. And see you tomorrow!)

Just found out @virginmedia has been charging extortionate evening call rates on home phone but allegedly only have weekend call free ! Literally ripping people off ! Could have another mobile contract with what they charged for handful of calls to my blind elderly Dad- #bad

@virginmedia having real trouble with your broadband of late. Previously very intermittent. Now no connection at all. Your website doesn’t help either

@virginmedia Well in talking to two of your customer service team they say you haven't. But two others say it has been!! Complete chaos. And terrible customer service.

Nice to know @virginmedia are absolute animals towards old people. Not a care in the world. Just cutting off their phone line without considering the consequences & impact it could have on two elderly people. Sickening behaviour. My poor granny is so distressed.

So we’ve waited 4 weeks for @virginmedia to install our TV and WiFi, telling us it’s been in the flat before, they get here finally and say it’s never been in the flat and we can’t have it! So they’ve left and we’re back to square one....

@virginmedia 4. The store owner has better customer experience wisdom and allows me to take the package (after seeing my ID), but keeps the barcode on the package and asks me to text me the code when I receive it.

@virginmedia 3. I now embark on a painful 55 min call with your customer service folks on phone, with no one able to trace what this 7 digit code is or why is it not mailed to me beforehand.

@virginmedia : honestly I am baffled by your customer experience! Had ordered a broadband connection and had to collect from a store nearby. 1. Address not given. No email, no text and not even available on the logged in section online.

@virginmedia can’t believe the way u treat new customers your service and customer support are shocking

@virginmedia No difference. From the amount of complaints I have read on the same issue I think you know what the problem is with the new box.

@LoveMarbs7 @virginmedia @richardbranson @skytv_ Much appreciated for that email address, I will be firing off a email tomorrow. I'll give some home truths about her poor management

@virginmedia new customer and TiVo box is not working after 2 weeks. Shows menu and sound but no picture. Please provide a solution. Not happy.

@virginmedia our Tivo box is showing menu and sound but no picture. Worked fine for 2 weeks in cooling off period. Also was on hold for 35 minutes today. Please provide solution. Not happy.

@LoveMarbs7 @virginmedia Tell me about it this has been going on since June poor service poor management poor customer relation but they still want to take my monthly subscription

@virginmedia Ok but I will try the first link first. As I want to resolve this on a high authority this is bad customer service

@virginmedia We have tried diagnostics and it told us there was an issue. The broadband was working fine last week, nothing has changed. The router has not been moved or altered in any way. Either issue with the line or the router is faulty.

@virginmedia All I want is someone as determined as you are in resolving the way I have been treated and the lack of service that I have not been provided with

@virginmedia No I do not have a reference this has been going on since June of this year it's disgraceful how I am being treated poor management poor service

@virginmedia It says no known issues for my area. N8 0AT. But broadband router is flashing green saying “Access Denied” in the control panel

Virgin Media I would not recommend you to my worst enemy after being promised 8 times a manager will call me back within 1 hour disgraceful

@virginmedia The fee is to change my husbands name (which actually has wrong initials) to mine as I have always paid for it and dealt with it. You also want to close down account and start another with new direct debits!!

@Jennie_Dale @virginmedia I love good customer service 🤥 can't be as bad as @DirectLine_UK

@virginmedia Ok is there a number that I can telephone or department that I can ask for. I wish all advisors was determined resolving my issue as you are.

@virginmedia I have been with you for 7 years now and each time I think this service is getting worse and worse depending on who you speak to

@virginmedia It seems ok the last few times I have checked it, but the whole point of this is that several months have passed with poor service poor management and me getting not the service I am paying for. Only time you want to telephone is when you want more money

@virginmedia Yes and my hardwired connection was terrible as well paying for 350mb was only receiving between 40 and 70 MB on download. The Wi-Fi I resolve with my £400 mesh system

@virginmedia In the last 2-weeks I have spent £400 on a mesh system to get the service that you should be providing.

@virginmedia I called several times about my broadband to be promised a manager would telephone me back no one never did then you call me back asking for more money not good customer service don't you think

@virginmedia It was from broadband team the gentleman name was Robert. He was not listening to anything I had to say he was beginning to annoy me so I had to put the phone down before I said something I would regret

@virginmedia I telephone back in June to report an issue only to be fobbed off by one of your call representatives. Then I telephoned again in August because my issue had got worse to be promised a manager will call me back on several occasions no one did.

@Campaignmag @aandeddb You can do anything @virginmedia except speak to a human at your customer support centre

@virginmedia Buyer be ware... virgin lies and also have selective memory .. can’t wait to end this contract ... will never buy from you even if you were the cheapest .... #badsupplier #london #unprofessional

@virginmedia out the number that we had been calling from the start and so after all that we were back to square 1 explained our issue once again for the third time. the new woman who answered was very blunt but she did move our delivery date to an earlier time which is all we wanted

@virginmedia twice. without us knowing he made us another account with virgin for the WRONG address which has now caused them to have their wifi cancelled due to his mistake! he then told us to call a specific number to get through to someone who will in fact help us but he ended up reading-

@virginmedia we’re uni students who need wifi to do our work, when we called the first person completely disregarded our complaint as when we finished explaining our issue he told us he was putting us on hold when in fact he transferred us to a new person. Then vin / victor spent 45 mins on..

@virginmedia what an absolutely shocking service , on and off the phone from 11:00 am until 22:00 regarding my broadband service , nobody has a clue to what’s happening , been given completely conflicting information and website giving false information #offcom will receive copy

@virginmedia Just check area 22 for problems, please.

@virginmedia You are, as ever, not admitting any service issues. Have run your tests through the site and restarted my entire home network.

@KadeKinase Ooh @virginmedia are the worst! I got the same email for watching a YouTube video

F**king typical! I’ve trying to get a @virginmedia engineer to come and fix our limited BB for weeks and an engineer turns up to fix our phone lines... which we didn’t even ask for. But he found a fault! At the virgin end... which doesn’t surprise me one bit. #useless #fuckwits

@virginmedia I cannot get back to 'my shows' on box 1 having tried to connect to box 2 which l no longer wish to connect with and I can't get out of it, please help

@virginmedia Thanks for your reply, I got through in the end. Was calling regarding poor WiFi coverage in my flat, and the more pressing matter of our internet being down for over 24 hours - engineer booked for Friday but not an ideal experience so far with this broadband!

@virginmedia broadband off for the third time in three days. Off all days Monday, all day today and now gone off again reportedly until 02:05 in the morning. Absolutely appalling. No excuse for letting this issue run and run.

My phone, broadband and TV have been down for nearly two days now. Any update would be great @virginmedia

@virginmedia awful service

@virginmedia You've not tried to resolve my complaint all day, just fob me off and not give me information which you must have or know. You don't even acknowledge this as a complaint. What a joke.

@virginmedia tried calling was told I would get put through to the bill team which is the call centre in India who are rude and unhelpful last time a guy told me he owned virgin, so instead I was told I’ll get a call back from a manager in Scotland within the next couple hrs I’m waitin now

@virginmedia 32 minutes on hold to find out you want to put our prices up instead of reducing them to what a new customer is offered. Shocking customer service!

@virginmedia broadband is down for the 2nd time this month. After being on hold for ages, I get told there is a fault you have to wait terrible service.

@virginmedia It's only gone and happened again. Second time in two weeks. Not great service to say the least. And my bill with you goes up this month as well. Seems somewhat unfair

@virginmedia There are no issues in my area at all. It's the service; nothing on my end nor my area. Things are said they are done but arent and nothing has worked after numerous times of communication.

@virginmedia No. No known issues