IF you're a Virgin Media customer who is affected by an internet, call, TV or mobile outage, we explain how to check your service status – and whether you're due compensation.
Virgin Media has approximately 3.2million customers in the UK.
But what happens if there are Virgin Media problems in your area?
Below we explain how to check Virgin Media status for its broadband and mobile services online.
Virgin Media down: Is Virgin Media experiencing issues?
Virgin Media's broadband went down for some customers for 15 minutes today, April 14, leaving them unable to get online.
Issues with the internet provider began around 10am, according to complaints tracker DownDetector, but they were then quickly fixed.
Virgin Media also went down last month on March 2, March 3 and March 10 for thousands of customers across the UK.
Previously, the provider also had issues on January 18 and before that last experienced issues on August 13 after its network was hit by a series of outages.
At the time, more than 1,500 people reported internet problems on DownDetector.
The telecoms firm also had problems with its service on July 29 last year when its customer website, apps, and emails went down.
Virgin Media status: How do I check the Virgin Media service status in my area?
Virgin Media has a dedicated web page where you can find out if there are any problems in your area.
Click here to visit the My Virgin service update website.
To find out if there are problems in your area, enter your postcode.
How can I contact Virgin Media?
There are several ways to get in touch with Virgin Media.
See the Virgin Media's contact page for how to get in touch with the network provider.
If you still want to complain to Virgin Media about an issue with your connection, you can via phone, post or online.
Am I entitled to compensation from Virgin Media?
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 a promised new service.
This is usually automatic but regulator Ofcom said back in March last year that firms don't have to pay compensation during lockdown due to the coronavirus outbreak.
But as of June 5 2020, most providers had restarted the scheme as normal, and that includes Virgin Media.
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.
What do the lights mean on my Virgin Media router?
This all depends on what type of router you have.
For example, with a Hub 3 device, a flashing red light means your device is on but your Wifi connection is not working.
You can see examples of more lights and what they mean on the Virgin Media website.
Can I get a free Wifi booster from Virgin Media?
If you're struggling to get Wifi in all the rooms of your home, you should first check if you're in a blackspot area.
You can do this by scanning your room with the free Virgin Media Connect App.
If you’re a Virgin Fibre customer with Maxit TV, you can get an intelligent WiFi Booster to use at no extra cost.
Wifi Boosters cost £3 extra per month for all other broadband customers who need one.
You can also speak to Virgin Media via its live chat service.
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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