Virgin Media down: Thousands left without TV after IT outage across the UK

Virgin’s TV customers were unable to watch their favourite programmes today after the firm’s TV services crashed, with users all over the country reporting issues

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Virgin TV services go down for customers across the UK

Virgin Media customers have been left without TV today after an IT outage at the firm.

There were 18,000 reports of issues by customers by 11.45am today, according to the website DownDetector.

Around 63% of customers reported an issue with their TV, 18% with streaming and 19% reported both.

The issue is being reported by Virgin Media all over the country but with hotspots in London, Birmingham and Glasgow.

Customers took to social media to raise the issue with Virgin Media.

One said: “Why have I lost all my TV programmes , why is your website showing not available and why is your helpline permanently engaged or asking me to call back later?”

Tens of thousands of Virgin Media customers have reported issues today



Another said: “When are Virgin going to stop messing around with my internet. I am getting sick of it resetting on nearly a nightly basis. “

One Virgin Media customer, John, told The Mirror: “Same issue in Wakefield. No TV channels available and unable to check service status on website.”

A Virgin Media spokesperson said: “We’re aware of an issue currently affecting TV services and are working hard to resolve this as quickly as possible.”

Virgin Media last had a widespread outage in September – but for its internet service.

My @virginmedia TV has just shut down… what do I do?

Check the website? No.
Ring up? No.

Have a look on Twitter and see when searching “Virgin Media” every latest tweet is about the same thing.

Wider issue.

When in doubt… check Twitter.

— John M. Hyland (@JohnMHyland_)

Hundreds of customers reported problems with the internet giant at the time, according to the DownDetector website.

Most of the reported issues were in and around London, Manchester, Birmingham, Glasgow and Belfast.

You can get compensation if you have an service outage, but only if it is down for at least two days.

In April 2019 new rules came in strengthening consumer protection for service outages and missed appointments.

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The automatic compensation scheme offers a fixed amount of money back for loss of service, missed appointments and delays to the start of a new plan – and Virgin Media is one of the firms signed up to it.

But for compensation to be paid, the service needs to be down for two full days.

Customers say the issue is affecting their web browsing and other media services


Zuma Press/PA Images)

When automatic compensation is paid out

According to Ofcom, if your broadband or landline service stops working, you need to report the fault to your provider.

If the service is not back after two full working days, you will start receiving compensation automatically.

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You get an initial £8 after the first two days, then £8 a day it’s still not fixed after that.

Compensation should be with you no later than 30 calendar days after the loss of service is resolved or the service is cancelled.

The money appears as a credit on your bill unless you agree otherwise.

Providers can offer other forms of compensation of the same or higher value, as long they make you aware of how much you could receive in the form of a credit on your bill.

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