Virgin Media down – latest: Broadband customers threaten to quit in anger at outages

Many users on social media are still complaining of issues with Virgin Media broadband after the company apologised twice yesterday for outages and services were resumed.

Some users this morning say their broadband was “out again” while others complained of patchy internet, a situation that has been ongoing for thousands of users for the last two days.

“Broadband is down again. Been off most of last evening and this morning. Virgin media are a joke!” wrote one user.

“24 hours without Broadband now, completely unacceptable,” wrote another user who said his services had still not resumed.

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Virgin Media stopped working for thousands of users around the UK on Tuesday morning, leaving customers without access to internet services.

Virgin Media users complained on social media that their WiFi and broadband were not working, while internet outage monitor DownDetector showed thousands of reports.

“We’re aware of an issue that is affecting broadband services for Virgin Media customers as well as our contact centres,” Virgin Media said in a statement on Tuesday morning.

“Our teams are currently working to identify and fix the problem as quickly as possible and we apologise to those customers affected.”

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Virgin Media said it has restored broadband to customers after a widespread outage on Tuesday morning left people struggling to access the internet.

The telecoms provider said at around 11.30am on Tuesday that it had fixed the problems which first started at around 2am, according to data from Downdetector, a site which tracks outages.

At that point there had been a big spike in reports to the website of problems with Virgin Media, with another peak coming at around 7am.

Virgin Media said on Twitter: “We’ve restored broadband services for customers but are closely monitoring the situation as our engineers continue to investigate. We apologise for any inconvenience caused.”

Virgin Media was forced to apologise for a second time in 24 hours on Tuesday over broadband outages that left people struggling to access the internet.

The telecoms provider said at around 11.30am on Tuesday that it had fixed the problems which first started at around 2am, according to data from Downdetector, a site which tracks outages.

However, at 5:25 pm the company apologised again, saying some customers had “seen a repeat of an earlier issue”.

Virgin Media said on Twitter: “Unfortunately we have seen a repeat of an earlier issue which is causing intermittent broadband connectivity problems for some Virgin Media customers. We apologise again to those impacted, our teams are continuing to work flat out to find the root cause of the problem and fix it.”

Ofcom has urged Shell Energy to “get a grip” on broadband and landline complaints after the firm attracted significantly higher volumes than other providers.

BT Mobile, Virgin Mobile and iD Mobile are the most complained-about mobile operators, according to the regulator’s latest figures.

Virgin Media continued to generate the most pay TV complaints, Ofcom said.

Virgin Media customers who have been hit by outages, leaving them unable to access the internet since Tuesday morning, will not receive compensation yet.

Virgin Media is signed up to the Ofcom automatic compensation scheme in which households are entitled to £9.33 for each day their service is disrupted. However, this only kicks in after customers have experienced two days of disruption.

A Virgin Media spokesperson said: “Our engineers are continuing to monitor the network and we apologise again for the issues faced by some of our customers yesterday.”

Virgin Media said it has restored broadband to customers after a widespread outage on Tuesday morning left people struggling to access the internet.

Virgin Media said on Twitter: “We’ve restored broadband services for customers but are closely monitoring the situation as our engineers continue to investigate. We apologise for any inconvenience caused.”

However, in replies to the tweet, several users said they were still having problems.

Virgin Media customers are threatening to quit for alternative internet providers after the telecoms provider apologised for outages which plunged thousands offline on Tuesday morning.

Customers complained not only about the break in their internet connections but about frustration with the customer service they had received, too.

However, the issue did not last for long enough for customers to be issued with automatic compensation.

Virgin Media is signed up to the Ofcom automatic compensation scheme in which households are entitled to £9.33 for each day their service is disrupted. However, this only kicks in after customers have experienced two days of disruption.

The telecoms provider said at around 11.30am on Tuesday that it had fixed the problems which first started at around 2am, according to data from Downdetector, a site which tracks outages.

However, at 5:25pm the company apologised again, saying some customers had “seen a repeat of an earlier issue”.

Virgin Media has been hit by a host of frustrated users, complaints and threats to leave after two major outages.

The internet company was forced to apologise twice after outages on Tuesday. Connections went offline at 2am, before being resolved; they then broke again on Tuesday afternoon.

“Unfortunately we have seen a repeat of an earlier issue which is causing intermittent broadband connectivity problems for some Virgin Media customers,” the company said at the time.

Andrew Griffin reports: