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Virgin Media’s Broadband Disrupted by Power Fault in London UPDATE

Monday, October 15th, 2018 (7:04 pm) - Score 1,722
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Customers of Virgin Media’s UK cable broadband and TV network in parts of London (particularly the western side) are tonight suffering from a major network outage due to an unspecified power fault, which began after 4pm today and is currently still on-going.

At the time of writing customers are complaining of long support queues (par for the course when large outages occur) and the operator’s Service Status page also appears to be out of action for some people, although it was working again when we tried it only a moment ago but not earlier.

In a brief statement the ISP apologised for “any inconvenience caused” and said that engineers were now working on the problem. “We are aware of a power issue impacting our services for customers in some parts of London – this is not a nationwide issue. Engineers are on-site and are working to restore services as quickly as possible.,” said VM’s Twitter account.

We should point out that a lot of complaints are also coming in from just outside of West London, such as around Berkshire.

UPDATE 7:52am

A spokesperson for Virgin Media has informed us that the problem is now fixed, although they didn’t respond to our requests for more information about the cause.

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Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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8 Responses
  1. Avatar Meadmodj

    This is a reasonably sized outage and highlights again the need for providers to clearly state their resilience and the service being offered. Distribution networks and street equipment can be vulnerable but failure of centralised equipment and power should be by exception requiring explanation.
    Ofcom state “we expect CPs to provide information about the security of their services to allow customers to make informed purchasing choices. CPs should attempt to match the delivered network and service security performance levels to the customer expectations that have been set.”
    But I can’t see clear statements from any of the providers of what their designed network resilience and service is for each product is.

    • Avatar Joe

      You won;t get that in comsumer products though biz accounts typically come with plenty

    • Avatar Meadmodj

      In my view is they should. What is the point of Ofcom rules if the industry ignores them. Even for businesses you only see things like response times (broadband not lease circuits). Customers should not simply be comparing speed and cost it should include network performance, resilient and percentage up time. Otherwise in the future you cannot easily distinguish between FTTP provider A and B until it lets you down.

    • Avatar Meadmodj

      resilience

    • Avatar Joe

      I suspect it a simple case that as 99.9% of people either wouldn’t care and/or understand the resilience data they don’t bother providing it. Anyone it really matters to is either a biz (who can get it at various contract levels) or knows which ISPs to deal with for a higher service quality anyway.

      Ofcom rules are the usual PR fluff vagueness.

    • Avatar CarlT

      I couldn’t care less about knowing that stuff. Data centres with dual redundant power supplies have seen outages. Would’ve looked just fine on paper.

      There are already enough resources available, not least word of mouth. Hardly anyone would read a whole bunch of data like that and no broadband ISP offers it to residential or, indeed, SME businesses.

      You get an SLA and, if you pay for it, resilience via two separate DCs along two separate fibre paths, that’s if you’re a business large enough to purchase such circuits and require 5 9s uptime.

      Expecting those details and a lot lot more on £30 a month broadband doesn’t seem viable.

  2. Avatar Geroi

    It wasn’t just London – UK wide business MPLS connections which are running via London were down as well. Certain global business with UK wide network of outlets was disconnected and seriously affected by this outage.

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