Virgin Mobile UK Outage: Customers to Receive Compensation

girl using mobile phone

UK Virgin Mobile said the problem was limited to its mobile phone services, which use EE-owned infrastructure, and that there were no problems with its cable services.

Following a major outage across the UK, Virgin Mobile has said it will compensate the thousands of customers affected by the disruption to their service.

The operator has issued an apology to customers for “the distribution and inconvenience” they experienced when its network went down yesterday.

It is understood that the problem occurred early on Tuesday morning with outages spreading across large part of the UK later in the day. According to tracking website, Is The Service Down, complaints first appeared on social media at 8.20am, peaking after midday.

Thousands of reports from users in Glasgow, London, Birmingham, Nottingham, Watford, Manchester and Bristol appeared online complaining of problems with the popular mobile network.

In a message posted on Twitter, the company said: “This was due to a technical issue which we’ve now resolved. We will now be compensating our customers for the loss of service and will let them know the details shortly.”

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The company said that the problem was limited to its mobile phone services, which use EE-owned infrastructure, and that there were no problems with its cable services. At present, it has not disclosed the number of customers affected by the outage.

Angry customers took to social media to vent their frustration at the company, saying they had been left in the dark about the disruption.

One customer tweeted: “@virginmedia why are you posting trivial polls and ads on your site, but nothing about the mass outage on mobiles? Incredibly frustrating and very poor comms.”

Many said they were unable to use their devices for hours with one user tweeting: “@virginmedia any news??? I’ve been offline since 11am…no calls, No texts, nothing.

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“I am trying to earn a living and book in work for the week, but looks like ill have to miss out!! Thanks a bunch, who do I invoice for loss of earnings???”

Another tweeted: “I’m a full-time carer for my disabled mother. We’re both on Virgin Mobile. You’ve crippled my day with this outage.”

Across the UK, satisfaction levels with mobile phone providers is generally high, according to Ofcom. However, its most recent customer satisfaction survey ranked Virgin Mobile the most complained about major telecom company.



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