Millions of Virgin Media customers hit by internet cutting out

Series of outages across UK not due to lockdown creating spike in demand, company says

Millions of Virgin Media customers had problems accessing the internet during a series of outages across the country on Monday evening that the company said did not result from a network overload caused by high demand during lockdown.

The company, which has 5.3 million UK customers, ran into problems just before 5pm with customers complaining that their home internet connection was cutting out. Some also reported that their mobile internet connection was down.

The highest rates of reported outages were in cities including Birmingham, Bristol, Glasgow, Liverpool, London, Manchester, Nottingham and Southampton, according to data from website Downdetector, which recorded more than 30,000 reports.

Virgin Media said that the outages were not related to the capacity of its cable network, which offers customers broadband speeds of up to a gigabit per second in some areas, or heavy usage due to millions of Britons stuck at home turning to internet services to pass the time.

The company said the issue was not an “ongoing outage”, with broadband connections dropping for about three minutes each hour between 5pm and 7.30pm. It said the connection situation had improved by 7.30pm, although Downdetector continued to register complaints until at least midnight.

“An intermittent broadband issue that started yesterday evening was fixed in the early hours of Tuesday,” said a spokesman for Virgin Media. “This was not caused by increased usage or a lack of capacity. We know how frustrating this was for customers and we sincerely apologise for any inconvenience caused.

•This article was amended on 28 April 2020 to add an updated statement from Virgin Media

Contributor

Mark Sweney Media business correspondent

The GuardianTramp

Related Content

Article image
Virgin Media loses 36,000 customers
Cable company reports 2.2% revenue rise despite thousands of 'lower-value' customers leaving the service. By Mark Sweney

Mark Sweney

27, Jul, 2011 @10:05 AM

Article image
Virgin Media adds 60,000 internet subscribers in three months
High-speed broadband and Usain Bolt ad campaign help company boost internet customer base to 4.2 million. By Mark Sweney

Mark Sweney

23, Oct, 2012 @9:20 AM

Article image
Contacts of 1m Virgin Media customers left on unsecured database
At least one person from outside Virgin Media accessed non-financial details

Alex Hern

05, Mar, 2020 @8:29 PM

Article image
Virgin Media grows revenue despite fall in new TV customers
Cable company reports 70% fall in new TV customer signings as first-quarter revenue grows to £982m. By Mark Sweney

Mark Sweney

20, Apr, 2011 @7:38 AM

Article image
Virgin Media falls behind as rivals BT and BSkyB sign up more customers
Cable TV and telecoms operator added 18,600 pay-TV customers in final quarter of 2013, but cancellations fell 1.17%. By Mark Sweney

Mark Sweney

14, Feb, 2014 @2:43 PM

Article image
Virgin Media wins tube Wi-Fi contract
London Underground Wi-Fi service, to be free for the Olympics, will be rolled out to 80 stations. By Mark Sweney

Mark Sweney

14, Mar, 2012 @6:06 PM

Article image
Virgin Media first quarter results beat forecasts

Virgin Media's chief financial officer Eamonn O'Hare put the busy quarter down to a new ad campaign featuring Usain Bolt. By Juliette Garside

Juliette Garside

25, Apr, 2012 @10:44 AM

Article image
Virgin Media revenue up 5.8%
Cable TV, broadband and phone company hails 2010 as best year ever as revenues hit £3.8bn. By Mark Sweney

Mark Sweney

17, Feb, 2011 @8:10 AM

Article image
UK Virgin Media users suffer broadband and TV outages
Firm confirms customers across country hit by two separate outages

Mark Sweney

25, Jun, 2020 @5:20 PM

Article image
Virgin claims to cross final frontier with TV that taps the internet
Richard Branson unveils set-top box that puts him a terabyte ahead in online television race

Richard Rogers

05, Dec, 2010 @12:06 AM