Virgin Mobile network chaos affects millions

Affecting mobile post-paid customers, website down

A network outage is affecting many of Virgin Mobile's postpaid customers. The outage was first noticed around midnight but it took until 9am today for Virgin Mobile to respond to customer concerns.

According to a Virgin Mobile spokesperson, "The fault began early this morning and is impacting customers' ability to SMS, call and use data." The spokesperson added that customers should "be assured that [Virgin Mobile] have all available hands on deck to resolve this asap. We appreciate the urgency of the situation."

Unfortunately customers have little hope of expressing their concerns to the company at this point. The Virgin Mobile website is throwing up an HTTP Server Error 503 and customers are unable to even call Virgin customer service without receiving a message telling them they have "insufficient credit" to do so.

Unsurprisingly Twitter is awash with rage. "Stuck needing car help but @VirginMobileAus has decided to stop phones working" and "Whole system down, can't call or text, hello I'm a teenage girl I kinda need that!"

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Tags virgin mobilemobile phonesoutagesTelecommunications

More about Virgin Mobile Australia

4 Comments

Siggy

1

their infamous customer "non" service does not care about us or our business. they provide the cheapest service for a reason - they can replace us within a week by offering double data on a plan - so we get what we pay for!

The forums are up and running so customers can bitch about the service in a contained environment and dont go spamming social media with how awful their service is!

This seems to have been out since 10pm last night - why does it take customers to give us information -

Dont try and call customer service - there is a 40 min wait and they cant tell you anything when you do get through! please dont waste your time - others have already done that for you!

Brittany

2

According to a Virgin Mobile spokesperson, "The fault began early this morning and is impacting customers' ability to SMS, call and use data." The spokesperson added that customers should "be assured that [Virgin Mobile] have all available hands on deck to resolve this asap. We appreciate the urgency of the situation."

- Um, I just tried to call their Customer Service Hotline and apparently its closed on weekends. Sure about all hands on deck?

Jas

3

We couldn't get through to customer service, I guess that is because everybody had the same idea and the lines went from a usual 1min wait to 3 hrs and then dead. We turned to our local Virgin Mobile store and staff were very helpful, the problem looked as though it has been recitified. Out of our 9 years of service with Virgin this has been a first, and they fixed the problem pretty swiftly.

Thank god for the store, because we wouldn't have realised it was a network wide outage.

Jon

4

I walked into the Virgin Mobile shop in Pitt Street and they helpfully offered me business cards with the call centre number on. I asked how I was expected to call them. They said "don't you have a home phone?"

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