Leased line customers among those affected by Virgin outage

Leased line customers among those affected by Virgin outage

Virgin leased line, cable and ADSL broadband customers experienced problems connecting to the internet on the evening of 17 January due to a ‘routing hardware issue’.

The broadband giant issued a statement shedding some light on the situation after customers took to social networking boards to vent their frustrations about the outage.

The frustration grew after some Virgin phone customers even found that the outage was affecting their ability to contact their provider to find out what the problem was and how long it would last.

Commenting on Twitter, Virgin tried to reassure customers, tweeting: 'Services are restored & stable for over an hour now. Engineers are on site monitoring. Thx for your patience, sorry for any inconvenience.'

The problems started at about 5pm and lasted for around three hours, which meant that the extremely busy evening period was hindered by poor or no connections for Virgin users. Although Virgin did release a statement apologising for the incident, there was no real explanation offered, apart from the comment about hardware from the firm’s forum manager.

Some users experienced the outage for longer than others, but all were affected in some capacity.

The statement read: ‘If you experienced a loss of internet connection between 5pm and 8pm on Tues 17th January, we experienced a national outage during this time, which is now resolved.

'If you have still not been able to reconnect - please try powering down your router for 5 minutes and then turn back on and this should re-establish your connection. Virgin Media apologise for any inconvenience caused.’

The outage followed an announcement from Virgin Media that it is investing in an upgrade plan that is likely to take eight months to complete, in order to provide quicker broadband to UK homes.

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