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Router randomly reboots and freezes – likely hardware fault, no support received
Hello, I’m experiencing ongoing issues with my Virgin Media broadband and haven’t been able to get any support through WhatsApp or online login. **Issues:** - The router **randomly reboots itself without warning**, sometimes while I’m actively using the internet. - It also **occasionally freezes**, requiring a manual restart. - This happens **irregularly**, not daily, but often enough to cause serious disruption. - There is **no scheduled reboot set**, and no related setting in the admin interface. An engineer previously visited and replaced the external cable, confirming an issue with the line. That helped somewhat, but the **rebooting and freezing has continued** — it’s now very clear to me that the **problem lies with the router hardware itself**. Additionally: - I cannot log in to my Virgin Media account (on desktop). The message says it's a temporary security pause, but the issue has lasted for weeks despite trying all the recommended steps. - My repeated attempts to contact WhatsApp support have been ignored. For a service that costs me **almost £40 per month**, this is becoming unacceptable. I would like to request: 1. A **replacement router** sent out directly — I am happy to install it myself. 2. Assistance in regaining access to my online account. 3. A clear explanation for the continued lack of customer support response. **Account area reference**: 28 (More info can be provided privately if required.) Many thanks in advance for your help. Aaron
Installation Order Details Wrong?
I called VM this morning and arranged for the installation of a V6 box running Tivo software as an additional TV box. I still need the old Tivo box with SCART connection at present. I recorded the call (and did of course let the agent know I would be doing so). Installation was arranged for between 1pm - 6pm on 5th July. I also confirmed the order details with the agent as to add a second TV box being a V6 box running Tivo software. I just played the recording again and checked these details, all clearly audible. I see an order has appeared in MyVIrginMedia for between 8am - 1pm on 5th July which lists the services ordered as TV, Phone, and Broadband. So everything correct except wrong services and wrong time. Please could a member of forum staff get in touch so I can pass on the order reference and account details in the hope that they can find out what is going on. I need to know when the engineer will be calling (am/pm) on the 5th and for what purpose! Thanks, Nigel
Activating Volt benefits
A family member in the same household has taken out a pay monthly contract with O2. We have attempted to follow the guidance below with both the My Virgin Media and O2 apps, but are unable to find a way to activate the benefits as mentioned. “If the accounts in the household are in different names, you can activate your Volt benefits in My Virgin Media” Also, I’ve noticed that the County is missing from my Virgin Media address details. Can I please get support activating the Volt benefitsVery low WIFI after upgrade to Gig 1 broadband
Using Hub4 connected to M4 iMac and iPhone 13. I have just updated my package to Gig 1 broadband having previously been on M500. Tests I have carried out show that my iMac is connected to the router and recording speeds of 946Mbps download and 105Mbps upload. I got these figures using Sam Knows, which show that the download speed at the router is 1144Mbps. I believe that these figures may well be prove to be acceptable as I think that my iMac is restricted to 1000Mbps. However checking the WIFI speed with my iPhone right next to the router it is only recording 540Mbps download but 105Mbps upload. I was getting WIFI download speeds the same with my previous M500 package! I have tried rebooting the hub but it has no effect. Is the hub suspect?Agreed Contract renewal package not being honoured - Who can help?!
I have spent the last 2 days being messed around by the support people who are supposed to be helping on the web chat you get pointed to, and are refusing/unable to do anything to resolve the issue, Does anyone know who i can contact that can actually help with my issue please?! Basically my current contract runs out on 3rd July, so in Mid May i contacted the renewals team to get a new deal i could afford, I was offered a deal for a 24month contract with 1Gb/s broadband and Maxim Tv + the phone line stuff i dont need or care about for £39/month. I had them email a copy of that offer over to me to review before accepting (as anyone should) It was sent in the form of a "Contract Summary Sheet" along with a link to an online portal (ebill2.virginmedia.com) where i had the option to agree to the offer which i promptly accepted the the next day and received a "We've got your order!" message confirming i had approved it, i haven't heard anything from them since, so as far i was concerned that was all sorted and would take effect at end of contract. Fast forward a month and my billing is now saying my July bill is going to be £120! - I contacted the help chat to find out what had happened and have been told that the offer from back in May was not agreed to (I can still access the web portal and see it in fact was with the date i did it!) and that since that offer is no longer available, the only one they can give me now with that package will cost me £60+ instead and there is no way of applying the previously agreed contract to my account?! When asking why it was not applied i have been given 2 different unacceptable answers by different support teams i have been passed between, firstly that when i approved the offer through the web portal and the order was raised, it was then denied as it was no longer a valid offer, despite there being absolutely no communication to tell me this is the case and the web portal appearing (Still) to say my order is submitted, And as such I believed the offer was accepted and was to be applied to by account when my current contract expires on 3rd July causing me to miss out on the ability to shop around for better offers easily. and then The second reason I was given, was that i needed to accept the offer both on the online portal,AND directly with the agent who offered me the deal. This also was not communicated as when i asked the agent to send me the details of the offer via email which they did, i was just told i would still need to manually approve the deal if i wanted it to go ahead. Which again, I did via the web portal, and as you can see on the screenshot, the "We've got your order!" message should be an indication that i have done what i have needed to and the offer will be applied. I have been messaging with members of the support team for over 3 hrs yesterday and none of them have provided an acceptable resolution, or have even tried to resolve the original issue, only saying that they will only offer packages which are available now, which would leave me hundreds worse off over this contract due to the teams failure to apply the above offer which I agreed to on the 14th May! This is an unacceptable way to treat an existing customer, especially when they can clearly see I promptly approved the offer made to me in the virgin web portal, and when there was an apparent issue with that order, absolutely no attempt was made to get it touch with me to resolve it and i was left unaware until the next set of bills came out. I have already even tried getting one of the support teams to raise a complaint for me about the issue, of which the only details they bothered putting in it was "unhappy with the offers available", and then immediately closed it with a resolution that I did not agree to saying "Extra info on package or product"... which is pretty meaningless! I can see other people have had similar issues on the forum and get pulled out into a "private messaging" by a member of the forums staff here, but no resolution is ever published on these forums. Has anyone been able to get similar resolved or know how to get hold of a support team who will actually help instead of treating existing customers like trash Please?? otherwise at this stage if they do not honor the contract how can i get my service with Virgin cancelled immediately so im not getting overcharged next month and can go sign up to a more affordable provider?! Thanks!Packet loss
Been getting terrible packet loss mostly in evenings last 6-10h then goes away. Coincides with poor upload speed ~1mbps (normally 100mbps) and upload modulation goes to 16, so indicative of noise on line. Here is the BQM Virgin 1gig BQM Any ideas what’s causing it? Almost like something is being switched on and off…the tines and durations do vary a bit, thought it was temperature related but think that was a red herring as issue does not revert as temperature drops in evening.Packet Loss
I've been having sporadic 100% packet loss in the last few weeks, most notably today for most of the day and then again this evening. I called the automated line and its reporting no faults. https://www.thinkbroadband.com/broadband/monitoring/quality/share/4d1d7b9efab0b14732a39c584fe94ff5aec473aa-30-06-2025
