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Packet loss spikes every 70-75 mins since March 3rd
From around 7pm on the evening of Monday 3rd March, regular small 'red spikes' of packet loss began appearing on the Broadband Quality Monitor graph associated with broadband for our home. These have continued for the past week, and are still occuring. Graph for 3rd March: Graph for 4th March: The distance between each spike is quite consistent, at around 70-75 minutes. We've tried restarting our Hub 3.0 twice over this weekend, and each time it hasn't made any difference. It also doesn't seem to have impacted the timing of the spikes, as is shown when looking at the graph for today so far: If the 100% red block from when the Hub was off was not there, then it looks like the timing of the spikes still matches the same 70-75 minute interval. Nothing has changed relating to our setup or connection recently, or indeed in the past few months - no change of plan (still 250mb), no new devices added to the network, no new appliances that could be causing interference, and movement of the Hub or any computers. The problem seems to have come from nowhere. Have also checked the cables etc. are in correctly and tight, as per the troubleshooting advice provided by the My Virgin Media app. Checking various testing websites for packet loss, the packet loss potentially appears to be affecting upload rather than download - packetlosstest.com has shown upload packet loss of 0.5 to 5%, with download packet loss almost always 0%. When checking service status a few days ago, we were notified that there was a potential issue in our area that could be causing intermittent issues for broadband, TV and phone (F011730399). However, while we were notified that this was resolved at around 1:30pm on Saturday, the issue with our connection seems to be unaffected. Why has this problem suddenly appeared with our connection, and how can we get it resolved?
Moved house, services transferred but can't access new account?
Hi I moved house just over and a month and a half ago and despite 10 calls to Virgin Media I am still unable to access my new account. When I login with my email it gives me the old account which has been closed. If I use a different email to register for the new account it tells me that the account belongs to the old email. I've had several online chats, and then I had someone call me yesterday morning to say that 'they had taken ownership of the problem' and that they have sorted it, but it could take up to 24hrs for the switch to become active. Its now been well in excess of 24 hours, and funnily enough when I log in I'm taken straight to my old account which is closed - It seems crazy that what appears to be a simple and common fault can be so difficult to fix. Is there anyone who can help get this sorted? Thanks NickExtension of the subscription contract problems
Hello As I wrote, I got two offers to choose from on my VM account. I could choose to reduce the subscription fee and Hub 5 at no extra cost or reduce the subscription fee and increase the Internet speed to 1 GB. I chose the first option. The monthly amount was reduced, but the old HUB 3 router remained. I know that these two options were a bit strange, because they offered HUB 5 without 1 GB of Internet or faster Internet without a new router. I guess it was to encourage me to sign a new contract. I know that I can cancel the new contract within 14 days, I am waiting for an explanation of the situation. I have been with you for 15 years, I pay the subscription on time, and someone is trying to make me a liar, although they know well what offers they send to customers..... There is a complete lack of professionalism and honesty here. Additionally, I noticed an attempt to add the Disney option to my bill without my consent. I hope that this will not be added to my bill, I do not agree to additional options. Please understand and help me in this situation.Recordings deleted AGAIN!!
Can someone explain why every couple of weeks I seem to be having all my recorded programmes deleted overnight? I assumed this was happening because of some form of upgrade being done on my box but if that’s the case it’s ridiculous & now I’m more than a little annoyed about it happening once again! This is the 3rd time already in 2025 & it happened numerous times last year as well & with my contract being up in a few months I’m already seriously considering getting rid of the service & going elsewhere! Surely this isn’t normal?Wrong Time on Handset since moving to Digital Voice
Since moving to digital voice 2 weeks ago when we set the correct time on the BT digital handset when a call comes in it sets the handset phone 1 hour in front. When you change it back and get another call it reverts back to 1 hour in front again their is a issue with your CLI information that needs sorting. I have created a new thread from the ghost call issue since been accused of hijacking the threadBeing sent threatening emails
I moved home in January 2024, whilst in the middle of a Virgin Media broadband contract. When I moved, I wanted to continue with my Virgin contract, but they do not cover my area, so I was forced to change providers. I was asked to prove I had moved home, and return the equipment, which I did. Both of these were confirmed by Virgin themselves. My account was paid up to date before I changed providers. I have since received numerous threatening emails, saying that I owe them £187. I have tried to contact them by phone and live chat with no luck as I don't know my memorable word. When asked to reset my memorable word I am directed to my Virgin Media account. When I click on "Forgotten Password" nothing happens, I receive no email. When I attempt to register for an account, after inputting my details it just says "Request in Progress" and does not progress any further. Virgin Media are threatening me with debt collection for something I have not received, and refusing to speak with me about this as I don't have details for an account I didn't even set up, and no longer have with them as my service has stopped. This really is absurd. How can I get this resolved?T1, T2, and T3 errors increasing - intermediate connection
Hi guys, recently my Virgin Media issues have returned. After having a bad connection for over 2 years and it being solved after 2 years, my issues are returning... My modem is showing errors again and they are increasing by the day. I rebooted my hub 2 weeks ago but the amount of errors on my line is increasing.. What can be done about this? I have only the Hub3 connected to the coaxial cable and have had engineers check that inside is all fine... Upstream:
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