Virgin Media Outage in Kensington, Greater London, England

@virginmedia Hi, the internet doesn't work full stop. It stops but the white light still shows in the box. She needs an engineer please

@MoneyTelegraph another @virginmedia fiasco! 🤨 Been going on for over a year, just checks mums messages. Internet constantly going down!

Unbelievable! My mums internet service is having problems. The call centre seem unable to deal with this. This has been going on for months. I'm still on hold. If it's not sorted today you're losing a customer @virginmedia

@virginmedia your online customer service intro is shocking. Frustrating and awkward. Such a big company should have a better phone service.

@virginmedia you have the worst mobile customer service in the world absolute disgrace #ripoff #con #virginmedia #virginmobileuk

@virginmedia It keeps going down on all devices now.

@virginmedia It is only effecting one room in the house. On all devices. I have checked my area and there are no known issues

@virginmedia Thank you for your response, the TV connection is still often very slow or (having just come home from work) currently not connecting to Netflix or catch up (error NW-2-5)

@virginmedia After all that, the new contract by email shows the phone part of the deal has been down graded to weekend calls only despite my Dad saying he needed to keep all time calls as he spends ages on phones to hospitals and doctors for appointments. I’m sure this wasn’t what was agreed

@virginmedia @virginbroadband. You have failed to fix the failings of your fibre optic so-called broadband in W11 for months. We are going back to BT as soon as we can.

@virginmedia We’ve got through and the customer service man was very rude

@virginmedia The phone of course is still not working. Outrageous. This is despite assurances that an engineer would be sent & that it would be resolved in several hours! Utter nonsense. I would like to escalate my complaint now please. I will dm my number & please arrange for me to be called

To be fair, this is probably a PR person tweeting this, but really bad PR for @VirginMedia if they think that this is secure. Plus they missed the whole point, which was that the password was stored in plaintext.

@virginmedia I've gone through all of that and have no answers. I'm sorry you were no help at all

@virginmedia Indeed that is the problem

@virginmedia Thanks for trying to help, it’s currently on 54 mins waiting another 8 mins and I’ll get cut off again

@virginmedia trying to speak to someone, on hold for 62mins and get hung up on! Paying for M500 b/band and getting 97mbps is not on by any standards by guessing by your customer services you have no standards #poorcustomerservice #virginmedia

@funkyfairy78 @virginmedia They will owe me a refund in September and I’ll make sure I get it 👆🏼 They’ve been messing me around for so long with their rubbish service, I should’ve cancelled months ago! #virginmedia

@virginmedia Called back, held for another 15mins, was finally put through to the correct dept & have cancelled. I just want to say how rude the agent turned when I declined the offer to stay, & once it was all done he just cut the call off. Glad I made the right decision #virginmedia

I just listened to your fuzzy hold music for 18 minutes @virginmedia, went through the same security Q’s multiple times, only for the phone to cut off as I explained my issue. I JUST WANT TO CANCEL MY BROADBAND!!!!! Can someone call me back to do this please

@virginmedia your service is a joke. Just taken me 32 minutes to change my bank details on the phone. Call centre staff should be able to speak the same language as your customers to a standard high enough to be able to do the job. Such a waste of time 😩😩😩

7 days time to no more bad service, disrupted TV and broadband service of Virgin Media. I'm saving myself £600 plus increased prices annually. So downsizing technology and reducing carbon footprint = 1 fone, mobile data and 1 computer. Will only have what I use! TV is next. Yay

@virginmedia That leads me to just our conversation history. I’ve done all the hub checks according to your website and it’s still not working

@virginmedia hey my WiFi is down and I’ve been trying to get through to somebody in your call centre for ages - I was on hold until way after closing time and your message feature doesn’t work 😞 HEEEELLLPPPP!!!!

@virginmedia Thank you .... will try. — The text I got today said “With our Connect app, your WiFi can't hide. It's like a WiFi sniffer dog, hunting down blackspots.” You might like to point out to Marketing that a reword is needed as I took it literally. Thanks for your help.

@virginmedia Spoke to your woeful customer on Friday about how much compensation I was going to receive for my outage,I was assured I would get a call back, still waiting!!! #virginmedia #poorcustomerservice

@virginmedia Tried to call today waited for 20mins to get through finally got through to customer service and then they had to put me through the escalations team and as soon as i got through the operator pretended he could not hear then dropped the phone.

@virginmedia I will phone you, but wait a minute, my phone doesn't work!

@virginmedia Im not thick ofcourse all the cables are connected, it wouldnt tell me 30mb if the ethernet wasnt in. The hub has been reset whenever there is an issue, which happens to be every few days.

@virginmedia The wifi is always flashing green. Even when it says there is no issue. Fortunately tho the contract is coming to an end which means so will payments👍. Paying for about 250Mb to get 30 on a wired connection

@virginmedia @VirginMediaCorp @VMDotCom Virgin are liars and thieves they misinformed me, stole my money then after 20min waiting to get through to customer service they drop the phone on you. Do not go to virgin they are horrible

@leepg @virginmedia I have this same problem @virginmedia rebooting doesn't solve the problem

Annoys me way more than it should that Virgin... sorry, LNER call their class 800s “Azumas” and the media are treating them as something new, when class 800s have been in operation on the GWML since 2017, just without a stupid brand name.

@virginmedia We have engineer visit today so hopefully they can resolve. However it is vertically impossible to get to speak to one of your agents. That is really not good customer service. I tried to have the online chat on a weekday btw sonshould have been available after 6

@CantSwingACat @bt_uk You should try Virgin Media! Don't forget you're entitled to Ofcom compensation if the has been a total loss of service for over 24 hrs I.e If their Infrastructure is at fault #poorcustomerservice

@virginmedia @VirginMediaCorp @VMDotCom Virgin are a bunch of lying thieves and would not recommend anybody signing a contract, once they get you in they start treating you like crap.

@virginmedia Every interaction with you overseas call centre is a horrible experience, long wait times, bad English, wrong information & get passed around the system. The only way to get anywhere is to threaten to leave and suddenly you are transferred to the UK where the problem is resolved!

After finally ending up speaking to a UK call centre all sorted! @virginmedia please sort of your customer service issues!

I love @virginmedia products, but detest their overseas call centres. Customer service is appalling! Been on the current call for 40 minutes and now I’m apparently being transferred somewhere else! I’m only trying to sort my contract out....

@NOWTV So cos @virginmedia had problems and I could only watch this via app last weekend, I restarted my @NOWTV entertainment sub just to binge watch on Sunday

@virginmedia Still down. So I’ve now missed two live games and soccer Saturday. Been on hold at your call centre for 30 minutes now as well

The @virginmedia customer service can’t understand one simple request and problem, passing my housemate between pillar and post for hours on the phone and making broken promises. Seriously useless. Oh and the internet speed has been crap and not as advertised for months - avoid

@james_etheridge @virginmedia I found Virgin so unreliable and their customer service so terrible that in the end I left them after 8 years of loyalty because I just couldn't work out what I was even paying for...

@virginmedia ur customer service is absolutely shocking trying to sort an issue on my mum's account and keep getting robbed off by offshore call centre I'm not happy would like to speak to someone that can actually listen and help

@virginmedia I have tv,phone and BB with you, I have called today to sign up to mobile, still haven’t received confirmation email or account details. Have called twice, not impressed with service and thinking time to cancel all virgin products I have

15yrs I was with @SkyUK @comcast and after just speaking with a top call handler I’ve just been passed through to the most arrogant unhelpful person in the cancellation team! I’m leaving mate! @virginmedia @TalkTalk Loyal customer coming your way! #Telecommunications

@virginmedia According to your website broadband connectivity is fine and TV is experiencing some issues with certain channels. I have no broadband and no channels at all

@virginmedia is becoming shit !

@Ceryslynda @virginmedia Same problem

@virginmedia It just seems odd that Virgin seem happier losing an existing customer than just giving them the same deal as a new customer. Instead of £35 a month they get nothing.

@virginmedia Sure. You suggest I have a v6 box when I dont, you increase prices practically every 3onths for nothing in return, you offer a x100s to new customers but keep us with the same set up, and you never ever have anyone to speak with. That's why.

@virginmedia your street cabinet has gone down again just after midnight. Twice in 3 days. M40 area 20

@verizon @ATT @VodafoneGroup @sprint @comcast @ASUS @TPLINK @Dlink @Cisco @Siemens @Linksys @NETGEAR @bt_uk @EE @virginmedia @SkyUK @ThreeUK @Huawei A management consule GUI interface with IPS/firewall/Anti Virus network protection logs activated by default & alerts of malware/network attacks could be done easily. Many open source IPS firewalls have such features including DMZ & traffic/network segregation options too.

@virginmedia Mate I unplugged my netgear thingy and left it for 10mins and im now getting 20 upload wtf

@virginmedia please help! Wifi dropping in and out for last 12 hours LE11! Becoming a regular problem! Time to contact ombudsmen, as no compensation ever offered, yet monthly bills increase!

@virginmedia be having you use 4G in your own damn home

@virginmedia Thank you - but if I am honest, I won't hold my breath on this as the customer service & communication from #virginmedia on the phone / email has been appalling in this entire episode I'm afraid #frustratedandtired

@virginmedia great to talk about my broadband issues tonight love the way your employee decided to cut me off because I haven't got a signal

@KirkwoodAidan @TalkTalk Aye. Internet has been dropping for a while. No Virgin Media in the area but BT is. With them it's not easy to actually speak to a real human being on the phone and they rarely resolve issues quickly

@virginmedia I know all that, I was responding to your colleagues question earlier. Jesus, it's like going round in circles, everyone you speak to at Virgin comes out with the same "not my problem, ask someone else" answer.