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Virgin Media O2 UK Suffers National Outage of Pay TV Service UPDATE5

Thursday, December 2nd, 2021 (12:14 pm) - Score 14,136
virgin_tv_360

Customers of broadband ISP Virgin Media (VMO2) are this morning reporting that the operator appears to be suffering from a major national outage of their TV platform – impacting their Live TV, On demand, and TV GO service. The issue started at about 10:30am and is currently ongoing.

As usual in these situations, Virgin Media’s general Service Status page has gone offline with an error (this always happens with them, it’s a source of continued annoyance) and, at the time of writing, their National Outage Page continues to suggest that all is well. Nevertheless, all is not well, they’ve already acknowledged this via social media and their community forums. Indeed, their entire website seems to be a bit unstable right now.

In a brief statement, which was issued a few minutes ago, a spokesperson for the operator said: “We have been made aware of a National outage affecting Live TV, On demand, and TV GO. This has been raised under F009492617. Our support teams are working to have this restored ASAP.”

UPDATE 1:10pm

A number of customers are reporting that their TV service has started returning to life.

UPDATE 1:39pm

The latest update states that VMO2 has identified the fault and are “working towards having this resolved this afternoon. We apologise for any inconvenience caused.” As above, some customers have reported the partial restoration of their TV service, but not all channels seem to be functioning, and other areas remain offline.

UPDATE 2:30pm

As we understand it, the current issue was caused by a major power outage and works are underway to repair it.

A Virgin Media Spokesperson said:

“We’re working hard to fix the issue impacting our TV and video on demand services. We have restored several channels and are working to fully restore services as quickly as possible. We apologise for any inconvenience caused.”

The operator also confirmed that several channels have been restored (e.g. BBC One, BBC Two, ITV, ITV+1 and Channel 4) and TV360 customers are also able to access apps on their box, but there’s still more to do.

UPDATE 4:36pm

Virgin Media are currently attempting to restore more channels, but they’re warning that, while they do this, “customers [may] temporarily lose access to previously restored channels … We recognise this is frustrating for customers and apologise again for the inconvenience caused. We are doing everything we can to get services back as quickly as possible..”

UPDATE 3rd Dec 2021 – 6:46am

At 10pm last night the operator said: “We’re continuing to restore TV services with almost all channels now back up and many customers services fully restored.”

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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.
Leave a Comment
52 Responses
  1. Ryan says:

    Am surprised my VM internet still works normally everything dies when VM stuffers a meltdown, wonder how long it will be down for knowing Virgin Media probably going to be hours.

    1. anonymous says:

      The broadcast TV comes from a different place to the broadband that serves you. There are very few issues that can cause this and none of them involve the broadband network.

    2. Ryan says:

      I know that, I was talking compared the normal more localized VM network outages that sometimes kills ever thing.

      Last month my area had a hour outages that TV and internet died and in my case also phone since my VM install got no real phone line just VoIP on VM hub.

  2. B. Griffiths says:

    If they can record a phone message to say call back later, goodbye, then an apology for the disruption is obviously too much trouble. Typical.

  3. Robert adkin says:

    When you try to contact virgin media customer services they put the phone down on you. How rude and ignorant!!!!

    1. anonymous says:

      Did you actually reach a human being?

    2. John says:

      Their customer service is truly appalling! I got through to a human after almost 45mins only to be told there was a nationwide outage and they didn’t know when service would be restored … This after their test facility had assured me nothing was wrong… Why couldn’t they have I informed people of this problem on their website?

  4. Gary says:

    Oh no! How will people watch their terrible bundled television programmes?

    1. Steve Butler says:

      Some people also rely on their ondemand channels for Netflix and PrimeTV if they don’t have a smart TV with the apps built in. These are additional services that people pay for and are therefore consequently unavailable as well….

      (unless they have a PC / tablet / mobile device) … but of course that doesn’t offer the same viewing experience

    2. Ellie says:

      What about the “people” who are alone and their only company or joy is the TV programs they watch?
      There’s always one smart Alec who thinks they’re better than everyone else!

    3. Gary says:

      @Ellie

      Bit of an overreaction about a silly jab at Virgin.

      Think of the children! OH WON’T SOMEBODY PLEASE THINK OF THE CHILDREN?!

  5. Christine says:

    We are also suffering in Bristol areas from 11am today it’s not right they are quick to take our money but make excuseswhen things go wrong

    1. anonymous says:

      From what I’ve seen they’ve just said there’s an issue.

      Are you expecting everything to work perfectly 100% of the time? Not going to happen. It’s very, very, very rare that VM have TV outages like this. Daytime TV really isn’t that exciting, is it?

  6. Ronald Laybourn says:

    Absolutaly disgraceful, bet they won’t be to keen to give compensation for this, They are quick to take there monthly payments though,

    1. Ronald's better half says:

      Dear Ronald. It’s their, not there. Also you are deeply entitled. Goodbye

  7. Mike Cawley says:

    We had 6 hours of outage on TV and Internet on Monday and now 5 hours outage on TV today! and This outfit is not fit for purpose and we intend to look for a better provider. Absolutely disgusted!

    1. Chris W says:

      Give over, that’s a bit OTT isn’t it?

      Virgin Media like any other consumer broadband service – an over-contended, tightly-priced offering. Their service is a best-effort with no SLA provision but you can bet they’ll be endeavouring to resolve outages as soon as they can. Consumer packages generally never offer contractual commitments to SLA because the pricing isn’t profitable enough.

      I wouldn’t expect compensation for a day’s loss of service, inconvenient though it is. Given yesterday’s outage the service is running at equivalent 99% availability, which still isn’t bad.

      If you want guaranteed TV or broadband access, either subscribe to a business grade service with contractual availability agreements and a distinct, separate backup solution, or buy your own separate solution. I have two entirely separate broadband lines and 4G backup for my internet, and if my satellite TV fails there’s always Freeview. Or a book.

  8. MARVIN SANDIFORD says:

    This is the first time that my TV and internet service has been off for such a long time ⌛ ⏲ for the last year I’ve been having problems, and not getting any way with customer support or service, but yet I have to pay my bill in full,I’m paying for a service that I’m not getting.

  9. Andrew Cole says:

    Out here in Lincoln and their message is misleading. The only channels that are working are the SD versions of BBC1, ITV, CH4. BBC2 is not working at all even on the SD channel.

    This is Lincoln btw.

    1. Pat Gray says:

      Exactely the same here in Sale, Cheshire. Just the same 3 channels back on but nothing else

    2. NE555 says:

      > Just the same 3 channels back on but nothing else

      Welcome to the 1970’s 🙂

  10. Philip Martin-Summers says:

    Well I still have no channels. The screen comes up for a second then disappears into a black screen!

  11. Shirley Lee says:

    Agree Robert Adkin I have been trying to call for 3 hours and get the same message ,just as well they don’t put you on hold in a queue, dread to think how long I would have been holding

  12. Sharon says:

    When will virgin get this fixed

  13. Michael Jaffa says:

    Sure would be nice instead of the fault showing on the TV how about a timeline on when it will be back on line. Damm have to speak to the wife now lolllll !!!!

  14. Brett says:

    Tv off again! Got all channels back about 1.30 pm and now around 3 pm it is all gone again. We can watch previously recorded ‘my shows’ but that is all. Not good enough when I am paying £108 a month.

  15. Kevin Davis says:

    No TV channels at all in Sutton Coldfield, West Midlands. Virgin box went into meltdown and automatically wiped and reset the box, but now it cannot get past installing software page, as there is no connection. Broadband is working fine, as is the landline. The box has been wiped and all recorded programs have been deleted, cannot even recover them. Disgusting, the way VM treat their customers, absolutely no customer care or support, just leaving their customers in the dark.

  16. Jeanette Butt says:

    So this is what happens when Virgin and O2 combine! Shocking service via their phone nothing just “lines are busy” call back later all day. At least in the old days Virgin would confirm your area and attempt to give you an ETA. Sorry Virgin had high hopes for this partnership but I will be leaving Sky here I come.

  17. A J Eaves says:

    Out here in blackburn lancs, my V6 box completely shut down, like no power to it, no lights on it or anything

  18. M Newman says:

    Yet again we are without any service from VirginMedia. Five weeks ago our cable was damaged by a company replacing the energy poles in our street. After a week we finally got partial service back after the VirginMedia engineer piggybacked our external box to our neighbours ,who are not a customer of them, this was supposed to be temporary. Service has been intermittent and was given no choice but to have our landline routed through the internet too. Now we have a unhappy neighbour who wants the service removed from his box. No communication from Virgin, it’s seems they don’t care.

  19. Chris says:

    S W London TV out since 10.30 rebooted Tivo box 6 times now 16.20 still getting Error codes:
    V53, C133, N17 and Channels Not Authorised Contact Virgin Media on 150!

    No One to Contact, No Answer!

  20. Markus Muller says:

    Same in Swansea nothing on or working since 11 this morning hopefully it will get sorted out soon lol

  21. Nedlaw says:

    We too are without any TV channels apart from the above mentioned. Being a retired engineer I understand that services of this nature can never be guaranteed 100% secure (witness the power supply situation for many poor people in the NE and Scotland – now they have something to complain about!). And it’s not life and death is it really but it is frustrating for sure. What is unforgiveable though is the total lack of a clear statement from Virgin about the situation given it’s now been 6 hours. Surely their call centres can at least repeat the statement being made on twitter rather than their vague “they are busy call back later” message! I appreciate their call centres will be swamped with probably millions of customers trying to contact them so why can’t they help us (and themselves) by having a more informative announcement. It’s pathetic. There, got that off my chest!!

    1. Paul0363 says:

      They have an announcement on their service status line 0800 561 0061

  22. Karen duffy says:

    My virgin has been down since 12 today all I’m getting is invalid settings (c233) I can’t even get through to speak to anyone this is out of order they are quick enough to take thier money but they can’t even answer a call

  23. grum says:

    the sky has fallen down, what can we do,life that we knew will never be the same, oh God will it never end????

  24. Andrew page says:

    Everybody withhold payment from this grifting organisation

  25. Sqn.Ldr (Ret'd) Brian Higgins MBE says:

    8 hours now – can VM reburse the money?

    1. The Facts says:

      Why do we need to know your last job?

  26. Nkqh says:

    I would like to watch some television don’t care too much about the reimbursement

  27. Philip Spendlow says:

    I have had no service since 11am today and still nothing they should give a month’s payment for inconvenience when Williton be on no one nows

  28. Ig Og says:

    Shambles!

  29. Jon says:

    I’m sure most of us have backup as Freeview most smart TVs do unless you don’t have an antenna, yes it’s an inconvenience, we pay for a service that’s currently not working 100 percent but is it end of the world, read a book, talk to you family, do a board game

  30. John says:

    I have been through many try this and have you tried that none sense,with virgin,this morning I asked for an engineer to come out and check that the cables were all in the right places,to be told no,I cannot send anyone out as there is a national outage,but could not say where,so I asked for someone just to come out and check my system,and if it was ok they could confirm it was due to a national outage,not someone sat behind a desk,who had little idea nor qualify as an engineer as to what she was waffling on about,but none the less would not send anyone out,so I asked her what here to help meant on the sight,no answer,I hope everyone claims a refund for this when it is fixed.

    1. anonymous says:

      VM actually did something sensible for a change: good.

  31. Ray Woodward says:

    “Update: 3rd Dec 10:45am

    We’ve now restored all channels with the exception of:

    416 TCM HD –fault slate
    757 The Jewellery Channel (TJC) —fault slate
    Regards

    ModTeam”

    https://community.virginmedia.com/t5/Virgin-TV-V6/National-TV-Outage/td-p/4877466

  32. anonymous says:

    OK, things happen and service may break, as long as its rare.

    The worst thing is Virgin Media’s pretence on keeping quiet until the press get involved and then you get a watery message that tells you nothing. No expected time of a fix, what the issue was. A company that is transparent and tries to keep its customers updated, usually has less churn because you’ve upset them or caused stress thinking the issue is cabling in their home environment or equipment issue. Service Status denying anyhting wrong for example, and testers saying everything is fine (without labelling its a local check from cabinet to box only and wouldnt be aware of a feed issue).

    Incident after incident, and VM never learn. Its arrogant attitude towards its customers that pay their salaries at end of the day.

    1. Buggerlugz says:

      Thats how most ISP’s operate now. If governments and rulers can lie all the time so can companies, just rewrite the truth to suit your own narrative as long as it don’t make you look bad in the process.

  33. Joe says:

    Why don’t you all get jobs then you wouldn’t be sitting watching TV or go for a walk wow is this how sad we have become to complain about TV not working…..

  34. Gaz E says:

    All the moaning….

    Why have you fools stayed with VM, they are:

    1. expensive
    2. have rubbish offshore service

    Get a brain. leave them. end of.

  35. Mary says:

    I am seriously considering switching from O2 to the new TALK TALK TV 4K box (just released this week).

    What’s your opinion, Thanks!

    (TALKTALK TV 4K BOX:
    The ultimate viewing experience, powered by Netgem TV. With its jaw-dropping features, our TalkTalk TV 4K Box levels up entertainment for everyone. Available with Future Fibre broadband plans only.

    .30 streaming apps and On Demand players
    .One easy search covers all platforms
    .Voice control via Amazon Alexa or Echo
    .4K Ultra HD viewing capabilities
    .Wi-Fi enabled – no more cables to your router
    .70+ live channels
    .Pause and rewind TV)

    See:
    https://netgemiene.blogspot.com/2021/12/new-for-christmas-2021-talktalk-tv-4k.html
    or
    https://new.talktalk.co.uk/tv-test

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