Complete loss of all Virgin Media Services

Right,

Come home this afternoon at about lunchtime to find all of my Virgin services, Mobile, TV and broadband inoperative. Contacted them and told me there had been ''major technical issues'' and the matter would be resolved as soon as.

Anybody else experiencing snags with VM?

P.S I live in Plymouth, im not sure if this was just a local area thing or a national cock-up..

Looks like they're having some issues despite some conflicting info on the Virgin Media status pages. All the lights are green one page, on another "Broadband" is red but also states "No reported issues". There are a few tickets open here which hints at a problem.

However, there is a message on the Customer Zone homepage:





...although Knowsley is nowhere near Plymouth.

I'm the mug who updates the status and creates bland, we-can't-tell-you-anything statements for another ISP, so I can understand why there's not much there, but it all hints toward a problem I reckon.

Thanks DAS - Much Appreciated

That explains it then as I haven't been able to access my emails but the internet is fine. Thanks for the info.

The fault meant that they had no helpline, no e-mail or access to the support newsgroups. Their website also went down including the status pageThe only information on there was from a customer who just happened to be on the phone to them at the time it all went down.

This was posted at 2:30, someone from Virgin was also posting details on Digital Spy:


Hi guys

As you may be aware, we're having some service problems right now that
are affecting multiple services, including:

* The status page (viewing it and the ability to update it) along with
some other parts of the website such as selfcare
* Text news server
* E-mail (including Webmail) for those with blueyonder e-mail
addresses
* Webspace for those on xTW (ex-Telewest Network)
* Some broadband access problems for those in the North West (xTW
customers only)
* Some impact on TV for xTW customers

The problems are also affecting the technical support guys, who can't
currently post to newsgroups.

Our teams are working their socks off to fix these at the moment and
to restore service as quickly as possible and the good news is that
these services are now starting to come back online.

Apologies for the inconvenience this has caused.

Alex Brown
Senior Product Manager
Product Management, Virgin Media


Channels 1-4 stayed working throughout, but if you rebooted your box it wouldn't start up again (i did this... oops!). Blueyonder e-mail is still down, but my Broadband stayed working throughout

That's irrelevant. Knowsley is the hub of the ex-Telewest network. They had a power cut/surge this morning which seemingly took out everything including their helplines and computers. Seems that those in that part of the world lost their broadband too.

The other 2 centres are Langley (ex-NTL) and Bromley (ex Cable and Wireless) even all these years after NTL took over C&W the networks are still seperate entities

Aye, I've just done a bit of digging and am aware of that now. I didn't realise that everything went through Knowsley, my understanding was that it was elsewhere.

Sounds fun, dunnit?

Yep, all fun and games.... as long as they don't make a habit of it.

I've now parted company with Virgin Media after suffering a loss of all services 3 times in six weeks. Luckily I'd already signed up to Sky, and my BT was installed yesterday.

Not only that, but every media/mobile phone company has different routing centres. For example, I'm on T-mobile living near Glasgow but my routing centre is Norwich.