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Virgin Media UK Accidentally Disconnects Hundreds of Broadband Users

Posted: 06th May, 2010 By: MarkJ
virgin mediaCable giant and ISP Virgin Media has left hundreds of its broadband customers without an internet connection. In some cases the issue has lasted for over a week after a purge of unregistered broadband Cable Modem records created problems within the providers database.

A report on The Register finds that the difficulties occurred as a result of "incomplete records inherited from previous guises of the company" (e.g. NTL). Virgin Media had been busy clearing up its database but inadvertently ended up causing problems for active customers too.

A Virgin Media spokesman said:

"The vast majority of affected modems were end of life or no longer in service due to disconnected accounts. A small percentage of unregistered modems were in use by customers, however due to incomplete records inherited from previous guises of the company, identifying these customers was impossible. The process to reactivate valid customer modems had been running smoothly until about a week ago, when a technical issue meant re-activation was delayed."

Virgin have since corrected the problem and are apparently busy working through the backlog of incorrectly disconnected users. Those who have been affected but have not yet been contacted by the ISP are asked to call the customer services department to have their details re-added.

The news has surfaced on the same day that Virgin Media begins offering FREE installation to customers who order a triple-play bundle of broadband, TV and phone services (saving £35). The deal is only available until 11th May.
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