Skip Navigation

Virgin Media suffer three hour outage to broadband platform
Wednesday 18 January 2012 12:37:29 by Hayley Mitchell

Broadband giant Virgin Media suffered a major outage last night due to a 'routing hardware issue' according to their Forum Manager. The outage started at around 5pm and lasted around three hours with many Virgin customers affected, including both cable and ADSL broadband users, some leased lines, Virgin websites and even some Virgin phone systems, making it difficult for users to get hold of the company to find out what was going wrong.

Virgin took to Twitter to apologise for any inconvenience caused. 'Services are restored & stable for over an hour now. Engineers are on site monitoring. Thx for your patience, sorry for any inconvenience.' Customers also used the social media site to vent their frustration. Virgin released a statement apologising which didn't reveal any information about the cause of the incident.

"If you experienced a loss of internet connection between 5pm and 8pm on Tues 17th January, we experienced a national outage during this time, which is now resolved. If you have still not been able to reconnect - please try powering down your router for 5 minutes and then turn back on and this should re-establish your connection. Virgin Media apologise for any inconvenience caused."

Virgin Media Statement

Users monitoring their connection using our broadband quality monitoring service will have noticed a large red spike as can be seen below indicating the outage. It appears to have affected all users that use the service, with some having problems for longer than others.

Virgin Media broadband outage


Posted by rizla over 5 years ago
Someone at KPN said an upgrade went wrong and a core router got bricked. No idea if that's true or not but FWIW there you are. Personally I think someone screwed the edge routers....
Posted by JonasT over 5 years ago
I know that ever since this happened(on virgin my self) pings to certain pingtest areas are much higher than you would expect, for instance, if i to maidenhead i get 15ping 3 jitter, yet to newbury (similar distance) i get 50ms ping 3ms jitter same with some European sites in the same local being much higher than expected, this is the same with the speedtests, servers in the same locale are ranking from 12ms to 62ms and the speed is no where near the potential.
Posted by msitpro over 5 years ago

Master Update: On Tuesday evening (17th January), Virgin Media Business experienced a network outage that impacted customers using IPVPN, Managed Internet, National Ethernet and broadband services. The problem was quickly traced to a failed cooling unit that had caused a core backbone router to overheat. Due to exceptional circumstances, other backup equipment also failed to activate properly. We're are now working through a thorough investigation as to why this happened.
Posted by nredwood over 5 years ago
Still problems now by the looks of some of the graphs on f8lure

Some mutterings of an issue at LINX around the same time, although nothing confirmed

I'm aware of a problem with at least 1 of our VM fibre circuits today as well
Posted by andrew (Favicon staff member) over 5 years ago
Looking at BQM graphs, lots of people with rises in latency that coincide nicely last night.

Graphs look like the normal off peak Virgin stuff at this time.
Posted by Daemon66 over 5 years ago
I don't know if anyone is interested but if you have a look at my graph from the day it shows an additional outage from midnight to 1:30am and a gradually growing issue from about 10am until the reported incident at around 5pm. Mine didn't actually fail till a bit later.
Posted by IvahOB over 5 years ago
Was this supposed to be a total failure? For me it was selective; mainly Virgin, Google and sites with Google content but interestingly gmail was OK. I'm on Virgin ADSL.
You must be logged in to post comments. Click here to login.