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Virgin Media Broadband Outage [Update 2]

# 17 December 2007, 22:26 by Cable Forum

Virgin Media Broadband customers have within the last hour been reporting connectivity issues with their internet services. The problem seems to be one of a national one, with customers from all regions reporting issues of complete loss of service.

Virgin Media’s service status page has been updated to reflect and confirm there is a problem their end:-

Ticket Number: 616024
Time Stamp: 17/12/2007 22:09
Priority MSO
Status Opened
Department: Outage Surveillence Team
Estimated Time Fix: 4 Hours
Customers Affected: Broadband Internet, Digital TV
Raised By: Ben Appleton
Detailed Description:
Some customers Nationally may currently be experiencing a loss all Digital & Broadband services. Our engineers are aware of the issue and are working to restore normal service as quickly as possible.

Virgin Media apologise for any inconvenience caused.


According to VM’s service status page – last nights issue, which is likely to have caused millions of broadband customers to have lost their connection to the internet and also affected Video On Demand and Interactive on the DTV platform, is said to have been resolved.

However, some people are still reporting issues, these customers still having issues, should try a PC and modem/set-top-box reboot.

CF has been in touch with Virgin Media to find out what happened, as soon as they tell us, we will tell you.

Update 2

Virgin Media has been in touch and provided the following statement:

“At 9.20pm last night, customers in a number of regions temporarily lost connectivity to their broadband and Video on Demand services. This occurred as a result of an error during a routine maintenance process which affected some customers’ modems and set top boxes. Broadcast television and telephone services were unaffected. Most of the problems occurred in the North West, Yorkshire and the Midlands and the majority of affected customers regained their service shortly after midnight. Our engineers are currently working to restore the few remaining connections as quickly as possible. We apologise for any inconvenience this may have caused”

A VM Spokesman continued to point out that the main technical reason behind all this is that ‘Maintenence kicked out the DHCP leases, causing IP leases to be renewed on mass.’

In the meantime, to keep uptodate with the latest discussions, we have a thread talking about the issues here.

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