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amur94's avatar
amur94
Just joined
3 days ago

Ongoing Severe Connection Issues Since Moving – No Engineer Access & Support Loop

Hi there,

I’ve been with Virgin Media since mid-December, after moving into a new property. Since then, I’ve had persistent and serious issues with connection stability, speed, and reliability.

What's been happening:

  • Frequent connection dropouts (both wired and wireless)
  • Upload speeds are extremely poor or fail completely -I suspect this is the root of most issues
  • Games previously dropping me within minutes due to connection instability (had to manually split my wifi into bands, spent about 2 days finding a solution for this)
  • WiFi calling doesn’t work anywhere in the house
  • Speed tests show 275Mbps down, but upload often fails or shows 0.00 Mbps -real-world usage is unreliable
  • Today, I had to abandon a job interview mid-way because my audio was cutting out (despite me hearing the interviewer fine)

What I’ve already tried:

  • Factory reset on the router
  • Reset network adapter
  • Split WiFi bands and disabled 2.4GHz on my PC
  • Switched to a wired connection using a new Ethernet cable -no improvement
  • Speed tests still inconsistent
  • Upload tests occasionally show socket errors
  • Ethernet randomly reports “not connected” even when physically plugged in

Virgin Media Support Experience:

  • Phone support loops endlessly via automated menus and then hangs up
  • Web chat sends me in the same loop with no actual support
  • Service status has shown a vague “issue in your area” since I moved in over 4 months now -no updates or change
  • “Manage an engineer visit” just loops back to the same status page -no way to actually request help or hardware

At this point, I genuinely don’t know what else to do.

I’ve followed every step available, but the service is worse than ever -even when wired.

All I want is:

  • A proper check of the hardware and cabling (wall box, router, or internal wiring)
  • A qualified engineer visit -I strongly suspect there’s a physical problem
  • Honest info about the long-standing "area issue" that’s been unresolved since December

I’ve already spent money trying to fix this myself and today lost a potentially life-changing job opportunity due to this connection. Please, can someone from Virgin Media help me escalate this?

Thanks for your time.

2 Replies

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  • amur94's avatar
    amur94
    Just joined
    3 days ago

    P.S I've just checked the service again.

    'If our service status results show a total loss of broadband or phone service issue in your area, and your broadband or phone line isn't working at all, confirm you're affected by tapping Register loss of service.'

    There is no 'loss of service' button. I searched loss of service on your forums and found a post with this link https://virg.in/autocomp

    That now is set as a redirect to https://www.virginmedia.com/help/billing-and-payments/automatic-compensation which ALSO doesn't have a way to register loss of service. The text on the service page says you must register but the compensation page says it's automatic...so which is it?

    It all feels so slimy and intentional.

    • goslow's avatar
      goslow
      Alessandro Volta
      3 days ago

      The only reliable to register for compensation is to phone it in. But the compensation scheme applies to a 'total loss of service' of landline and/or broadband. No doubt (based on your description) VM will argue that you do not have a TLS but rather an unreliable connection.

      Are you running a BQM at the moment?

      https://www.thinkbroadband.com/broadband/monitoring/quality

      This will track your connection over time.

      Your mention of a long-standing area issue does not offer much encouragement as such problems can drag on.

      Has VM sent anyone out to investigate up to this point?

      Posting the stat's from your VM hub may be helpful but that might be better done in one of the technical forums where some of the forum regulars may offer to interpret the stat's for you.

      A VM person should reply here in due course, usually within a few days.