Great Britain

Virgin Media DOWN – Hundreds of Brits left with no internet for days as engineers battle to fix problem

FURIOUS customers have slammed Virgin Media after being left without internet for three days.

Hundreds of homes and businesses in the Surbiton, Wimbledon and Kingston areas have been badly affected by the outage which engineers are still battling to fix.

The internet blackout started on Thursday after fibre cables were ripped out the ground at a building site in New Malden, South West London.

Angry customers have taken to social media and to voice their frustrations over the continued lack of internet.

Dell Brag said: "Still no services, 3rd party cut through cable in New Malden, which 3rd party...??? Gas, Electricity, or was it Virgin media...?? 3 days now tell us, want something off our bill..!!!!!"

Will Pinder said: "I’ve had no internet and tv now for over 48hrs. Services still down in the SW20 area. What a complete joke. Not a single email or message from #virginmedia explaining what’s going on and apologising."

Natasshja said: "I honestly don’t even know where to begin. Decide to take a few days off work, to catch-up with emails and taxes and then my broadband @virginmedia decides to be down for days. #lovely just checked with the neighbours and they haven’t had media in at least 3 days."

On its website Virgin claims the issue will be resolved by 5pm today.

However, some customers questioned the estimation after claiming the company had already missed its own deadlines for the past two days.

Girish Menon said: "It just shows how insensitive & uncommunicative @virginmedia has been. Initial deadline was 1.35 pm on Dec 19, then 4 pm, then 12 am then 9 am on 20th, then 5 pm, then 9 am on Dec 21 & now 5 pm. Awful comms - how can one trust their timelines!"

N.A. Le Brun said: "So @virginmedia are now saying 5pm for the New Malden WiFi issue. This is NOT on. Seriously, are they going to offer every household compensation to cover the data each mobile phone is using? Or lost money for businesses? This is ridiculous."

Jen Smit said:"Okay, I’ve been pretty patient but NOW I’m losing rag! Why can’t you give an even semi-accurate estimation of when service will return? 2 days and 2 deadlines already passed and still no service - and no proactive message/apology to us either."

Virgin said its engineers had been working through the night in difficult conditions to try and fix the issue.

Virgin Media down – can you get compensation?

Here's what you need to know...

Virgin Media has a compensation scheme for all UK customers.

"We’re proud of our award winning service, including our free service and repairs," the company explains.

"But, we know that sometimes things can go wrong, so it’s only right that we make amends.

"We’ve worked with both other broadband providers and Ofcom, to make sure that our automatic compensation scheme offers fair and consistent compensation for our customers who experience a qualifying service issue."

All you need to do is report the issue to Virgin Media: Call 150 from your Virgin Media phone or mobile, or call 0345 454 1111 * from any other phone.

Your bill will be automatically credit for fixed phone line and broadband issues – which applies to both new and existing customers.

Here's how much you'll be credited:

A  spokesperson for the firm said: “ A third-party accidentally cut through a fibre optic cable causing a loss of service for some customers in New Malden and surrounding areas including Surbiton, Wimbledon and Kingston.

"Our engineers have been working flat out day and night in difficult conditions to repair this complex fibre break as quickly as possible.

"Services are now beginning to be restored but work is still underway. We apologise for the inconvenience caused.”

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