Had connection for 2 weeks, then dropped and now haven't had connection for over a month

Question

On 12th June around 4:30pm my hub 5x started flashing red so I did the basic troubleshooting (turn off, leave for 10 minutes, turn back on. Reset using button on bottom of router etc) but nothing worked. Contacted virgin media using the web chat and they said they have identified the issue already and have engineers actively working on it. They also said we would have connection back up that night at around 9pm.

We waited till the next day and still no connection. Contacted virgin media again and they booked in an engineer visit to come to the property and sort it out. Engineer turned up and said there is no signal coming in to the property so he will put in for a cable re-pull. We thought that was a bit strange considering it was a brand new cable they installed only just over a couple weeks before his visit but alas.

It is now the 17th of July and we still DO NOT have a connection. I have been getting constant emails daily saying "Sorry, we've had to change your appointment date" and I'm not being funny, this is getting ridiculous. I have heard stories that if Virgin Media connect someone else up to the network, it can disconnect another user so maybe that is what's happened here, I just really don't know.

Please can I have some escalation in this as nothing seems to be getting done and I really don't want to be waiting another month (or god forbid any longer than that!!) to get my connection back. I do have screen recordings, screenshots and call recordings just in case virgin try and pull the wool over my eyes when it comes to the compensation as well!

Thanks

jbrennand · Answer

Any input from ModTeam​&nbsp; would be helpful here

Matthew_ML · Answer

Hey cathy7384, thank you for reaching out and a warm welcome to the community, we are so sorry to hear about these connection issues.
We've taken a look and we can see you've spoke to somebody since this post, did you get the support you need?

mrix · Answer

I too have had internet and TV problems being down since the 10th July 2025 and have had now 3 failed fix dates the latest being today stating it will be fixed for the 24th! so that`s a fix date on the 13th, 17th, 21st and now 24th!

David_Bn · Answer

Thanks for your input mrix, and we're sorry to hear of the recent issues you've been subjected to in your local area.
We would need to advise that when it comes to local area outages, we will offer all our users estimated fix times and dates, which can be either brought forward or pushed back.
Do please keep tabs on our Service Status Checker - https://virg.in/service&nbsp;or&nbsp;call our Service Status Line via 0800 561 0061 for an update on any outages still present.
Our team will do all within their power to have all users back up and running as soon as they possibly can, and thank you for your patience on this matter.
Thanks,
David_Bn

cathy7384 · Answer

Hi Matthew, no still not got connection. They did say on the web chat they will get a booking in with Kelly Communications for the cable re-pull but I highly doubt that will actually happen.

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Had connection for 2 weeks, then dropped and now haven't had connection for over a month

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