Virgin Media outage hits London customers

Virgin Media customers in North London have been left without broadband services twice since Friday, the company has confirmed.

Share

Virgin Media customers in North London have been left without broadband services twice since Friday, the company has confirmed.

The first problem, which lasted between 10 and 12 hours, was caused by a faulty broadband router card and was addressed before the weekend, but Virgin's broadband services went down once again at 3pm on Sunday, with reports that it was still down on late Monday afternoon. Some digital television customers have also been affected by lack of service.

Virgin Media is the new owner of NTL (formerly Telewest). The latter firm was particularly active in London, and drew wide praise for the reliability of its service.

"Since the merger of NTL and Telewest, we have been undertaking a major programme to improve the reliability and on-going maintenance of our vast network," said Virgin Media spokesperson, Michelle Gordon.

"We always aim to identify and resolve any faults in the network as quickly as possible and to minimise any disruption to our customers. This remains a priority for the company and we are working hard to ensure we deliver the best possible service."

However, North London's Virgin Media broadband users has so far seen their broadband services unavailable for around 30 hours since Friday, including the problem fixed by 6.15pm on Friday.

And users are also angry that the company is charging customers calling its broadband support helpline.

"I rang them up only to find out it was a problem they had," one user said last night, "but I had to pay to find out they had a problem."

In situations in which the Virgin Media network is at fault, call centre staff are authorised to credit support calls to a customers bill, but only on request.

Find your next job with computerworld UK jobs