Is Virgin Media down? How to check the status in your area – The Sun

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.

It comes as many Brits rely on internet and call services to work from home.

Is Virgin Media down?

Virgin Media, which has 3.2million customers in the UK, appears to be currently experiencing issues.

As of August 13, more than 1,500 people have reported internet problems on outage site Down Detector.

The telecoms firm last had problems with its service on July 29 when its customer website, apps, and emails went down.

How do I check the service status of Virgin Media?

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 and am I entitled to compensation?

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 that firms don't have to pay compensation during lockdown due to the coronavirus outbreak.

But as of June 5, 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.

See Virgin Media's contact page for how to get in touch with it.

If you still want to complain to Virgin Media about an issue with your connection, you can via phone, post or online.

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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