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Liverpool Echo
Liverpool Echo
Remy Greasley

Virgin Media customers furious as services go down and still out

People across Wirral are reporting their Virgin internet and TV are down.

Virgin Media subscribers throughout the Wirral, including Wallasey, Seacombe, Liscard, Moreton and Birkenhead, have reported that at between 8pm and 8.30pm last night their internet and TV services stopped working. Many have grown frustrated at the drop in service, and report the deadline for TV and broadband to be fixed has been delayed five times.

Many said they have been told the services will be back up and running by 6pm tonight. Some say they are now relying on mobile data from their phones to get essential access to the internet.

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One frustrated customer, Simon Garland, 44, from Moreton, told the ECHO: "It went off about 8.30pm last night.

"All we're getting all the time from the support is the same copy and paste response that an 'engineer is looking into it.' They're saying it's going to be fixed by 6pm tonight - but it's the fifth time its been pushed back now.

"You would've thought that after 12 hours it would be fixed."

He continued: "I've seen on Twitter there are people who work from home, or run businesses from home who are now losing out on business because they can't work."

Rebecca, 37, a mum-of-two from Seacombe said: "I have only just moved into our new house and thought I was really organised getting the internet all set up in time, but last night nothing.

"No internet at all, I had to use my mobile phone data, which is not ideal. I now pay £30 a month for my connection after choosing Virgin Media for their speeds - but I am questioning my decision now after less than a week in we were left with no internet.

"I know some with think 'oh well read a book', but I hope they make some attempt to refund some money as I am paying for a service they have failed to provide."

Other frustrated customers took to social media to voice their thoughts on the matter, and the lack of communication from the Virgin support services. On Twitter Dan Castelhoe said: "Appalling service from Virgin Media. No broadband since yesterday evening.

"Impossible to report a lack of service. Can only report if "all" services have gone down.

"Apparently my landline phone service is fine. Erm....what landline? Who uses a landline?"

Daniel Clein said: "It's only 20th January but Virgin Media [are] making an early play for worst customer service of 2023."

A spokesperson for Virgin Media told the ECHO the problem was caused by a "a fibre break in Bromborough late yesterday evening." They confirmed the disruption has been limited to the Wirral area.

They said: "We apologise to customers in the Wirral experiencing issues with their broadband, TV and landline services. This has been caused by a fibre break in the Bromborough area, which our engineers are on-site working to fix as soon as possible."

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