Virgin Mobile to compensate disgruntled customers – Science Story


Virgin Mobile will compensate its customers after a widespread outage yesterday left thousands unable to use its services. 

Users were left unable to make phone calls, send text messages or use mobile data for most of the day. 

Social media was inundated with upset Virgin Mobile customers as they were left stranded from 8:20am BST onwards.

A spike in complaints then occurred around 11am and a formal apology and statement of its resolution was issued more than 13 hours after reports first came in. 

Virgin has not yet revealed how, or when, customers will be refunded or how many people were affected.


A spokesman said on Tuesday night: ‘We apologise for the disruption and inconvenience some of our Virgin Mobile customers have experienced today.

‘This was due to a technical issue which we’ve now resolved.

‘We will be compensating our customers for the loss of service and will let them know the details shortly.’

Twitter user @AiAimi responded to Virgin Media’s main account which released the statement and asked how customers will expect to receive their compensation. 

They received a response from the count which did not mention how or when they will be reimbursed.  

Users of the mobile network voiced their frustrations over the problem which saw thousands of reported cases. 

It is believed the fault struck the entirety of the UK customer base of Virgin Mobile, including London, Manchester, Leeds, Bristol, Liverpool, Birmingham and Nottingham. 

Thousands of people took to social media to complain about the outage, with many focusing on a complete lack of service.  

The majority of complaints focused on mobile phone use and mobile internet,66 per cent and 30 per cent, respectively. 

#virginmedia when you are in the middle of a very profitable cryptocurrency trade and your phone network goes down

A smattering of people reported cable broadband issues, but that is thought to be unrelated to this outage. 

The network breakdown manifested itself in different ways, with the symptoms varying between customers. 

Many users complained that the issue meant they could receive texts and calls but were unable to send their own or access the internet through mobile data. 

WiFi functionality allowed them to access the internet without using Virgin, and was how many took to Twitter to find out more information.   

One Twitter user, known as @NikkiChinnery, said the provider went down ‘in the middle of a very profitable cryptocurrency trade’. 

Another pointed out that this is the latest in an ongoing series of issues for Virgin, focusing on the lack of broadband the day before. 


Comments are closed.