help

The service status page is provided to enable us to communicate to our customers any issues with our service, and to inform them of any planned maintenance to and upgrades of our service.

Anything posted on the service status page is also posted to our local newsgroups. There is a page on our website on how to access our newsgroups - so if you are unsure of what groups we have, then please click here.


traffic lights

The traffic lights on the status page represent a summary of the status of the service.

As you might expect, a green light identifies that there are no service issues with that particular service (e.g. newsgroups), while a red light means that that particular service is experiencing issues. Intermittent problems or those recently resolved and being closely monitored will be represented as amber.

If a particular category is amber or red, there will be more information available via a link further down the status page.The traffic lights are separated into a number of different categories:


Web Any issues with our websites, such as www.virginmedia.com
E-mail The Virgin Media e-mail service, for sending and receiving e-mail
Newsgroups Issues with either our main or text-only news servers
Selfcare Issues with the Virgin Media selfcare website, which is used to maintain your account settings
Personal Web Pages Issues with our hosting platform, where customers can build and maintain their website
Dialup Access Issues with the Virgin Media dialup service
Broadband Access Issues with the Virgin Media broadband service

ticket prioritisation

At Virgin Media, we prioritise tickets both internally and on our status page based on the customer impact. While all faults are treated seriously and target resolution is as quickly as is possible, P1 (Priority 1) faults are treated as a higher priority than a P2 and so on.

Target resolution times are exactly that. These are what Virgin Media works to, and are not indicative of actual resolution times. Wherever possible, we work to resolve faults within the target resolution time and this is a key performance indicator we use internally.


Priority Criteria Target Resolution Time
CSO

Critical Service Outage - A significant & rare event that is not caused by routine equipment failure, that induces loss of service or management capability. The total service is affected by severe degradation that prevents usage of the service.

 4hrs
MSO

Major Service Outage - Significant loss of customer service, or severe degradation that prevents usage of the service affecting 2,000 + residential customers.

 4hrs
P1

Loss of customer service, resulting in the unavailability of the total service or a significant service component or severe degradation that prevents usage of the service affecting 250 - 1999 residential customers.

 4hrs
P2

Loss of customer service from an incident that results in the unavailability of the total service or a significant service component affecting 3 - 249 residential customers.

 8hrs
P3

Minor degradation of customer service affecting 3 - 249 residential customers.

 1 business day