How to get actual updates/information

[Al2342]

I've experienced a large number of outages in my area because of equipment issues with the latest lasting 29 hours and counting, but they only update the outage detector once or twice a day, even when the estimated fix time has already passed. The AI chat is completely useless, is there any way to get an actual update about outages/estimated fixes?

[VirginPlusAntonie · Accepted solution]

Hey there @Al2342 , 

Welcome to the community and great question. 

No, there is unfortunately no automated, real-time public tracker that will give you accurate hour-by-hour updates. One thing to keep in mind is that repairs can be delayed for a multitude of reasons, to name a few: Available technicians, severity of damages, location, equipment and tools needed to complete repairs, etc. 

Instead of using the standard outage checker, log into your account and run the Virgin Plus Virtual Repair Tool.

• This tool forces an individual ping to the equipment outside your home.
• If a major infrastructure piece is broken, the tool may provide a more specific error code or a different internal ETA than the public website.

Let the community know if you have more questions. 

[Glen0901]

My serious concern is no one notify us whenever there is internet outages in our area and even technician who attended to it do not even give update about the pending outages 

[VirginPlusKris]

Good morning, @Glen0901. Thanks for reaching out.

Please do look at the earlier approved post in this thread for more details on keeping up with outages in your area; if the outage is not already known, the Virtual Repair Tool will also automatically flag it for investigation if unable to be resolved independently.

In regards to updates from technicians, if you're awaiting repairs, it may be worth following up with Tech Support for more details. They will have the means to look into existing tickets and give you an idea as to what the current outlook is.

Let us know if you have any further questions. Best wishes.

— Kris