Thousands of Virgin Media customers have been left unable to access their TV services after a fault disrupted viewing across parts of the UK.
The broadband and pay-TV giant confirmed on Friday (15 August) that it is aware of the problem, which has caused some customers to lose access to live television channels and on-demand content.
In a statement, Virgin Media apologised for the disruption and assured customers that engineers are “working to resolve the problem as quickly as possible”. The company has not yet provided an estimated time for services to be fully restored.
“We’re aware that some customers are currently experiencing issues with their TV service. We apologise for any inconvenience caused and are working hard to get things back up and running as quickly as we can,” a Virgin Media spokesperson said.
No broadband impact
The outage is believed to be limited to TV services, with Virgin Media confirming that broadband and phone connections remain unaffected. Customers are still able to access streaming services via the internet if their broadband is functioning normally.
Social media complaints
Frustrated subscribers have taken to social media to complain about the disruption, with some reporting problems accessing specific channels while others say their entire TV service has been unavailable for several hours.
“Come on @virginmedia, Friday night is when we actually sit down to watch something together — now we’re stuck staring at a blank screen,” one user posted on X (formerly Twitter).
Customer rights
Consumer rights experts say customers affected by prolonged outages may be entitled to compensation under Virgin Media’s automatic compensation scheme, which applies to total loss of service for more than two working days.
What customers can do
Virgin Media advises customers to check its service status page or use the company’s mobile app for the latest updates. In some cases, rebooting the set-top box may temporarily restore access to channels.
Previous incidents
This is not the first time the company has faced disruption to its services in 2025. In June, a fault affecting its content delivery network caused intermittent TV blackouts for several hours.
Virgin Media says it will continue to provide updates on the current outage as more information becomes available.
