Forum Discussion

piresl's avatar
piresl
Just joined
2 months ago

Internet unstable

Hello everyone,

I’m new to the forum, but I’ve been a loyal Virgin Media customer for over 20 years. Until recently, any issues I had were easily resolved with a quick phone call. Unfortunately, that hasn’t been the case this time, and I’m really struggling to get any resolution.

Since 29th May, I’ve been experiencing a recurring issue with my broadband where the internet drops completely—around 50 times a day. Initially, I was patient and understanding, as I know faults happen. An engineer visited and identified a cabinet issue, raising a fault (ref: F011829316) that was supposed to be resolved within a week. That ticket was closed, but the issue wasn’t fixed. Since then, multiple tickets have been opened and closed, all referencing the same ongoing fault.

I’ve spoken to Virgin Media support countless times via phone and WhatsApp, but the same cycle repeats: the fault is marked as resolved, a new fault is raised, and nothing changes. I was also sent a new modem after being told the issue was with my equipment—but that hasn’t helped either.

To clarify: this is not a Wi-Fi issue. We have several devices, including PCs, connected directly via Ethernet, and the connection drops across all devices simultaneously—wired and wireless.

I keep being told there’s an “ongoing issue in my area,” but it’s now been nearly two months. How long should this realistically take to fix?

A few days ago, I asked for a complaint to be raised (C-2107253644), but when I checked today, it was marked as resolved—even though nothing has changed and no one contacted me. A new complaint was opened (C-2407251330), but that one appears to be logged under a completely different issue. It seems like tickets and complaints are being closed just to meet SLAs, without actually resolving anything.

I’ve also tried submitting a complaint through the website’s webform, but the reference number is starred out (***), and it doesn’t appear in the complaint tracker at all.

I’m at a loss. Do I just continue paying for a service that’s currently unusable, hoping that more people in my area complain so something is finally done? I’ve spoken to my neighbour who also has Virgin broadband, and they’re facing the same issues and similar struggles in getting support.

I recently renewed my contract after a steep price increase, and I’m seriously regretting that decision now.

If anyone from Virgin Media can help, or if any forum members have advice on how to escalate this or what next steps I can take, I’d be incredibly grateful.

Thank you.

 

2 Replies

  • Nednats's avatar
    Nednats
    On our wavelength
    2 months ago

     Sorry to hear you're having these issues — you're definitely not alone. I’ve been dealing with similar instability myself (T3/T4 timeouts, ranging failures, etc.).  If you're up for it, I’d recommend setting up a ThinkBroadband BQM (Broadband Quality Monitor) and grabbing the full network logs and upstream/downstream channel stats from your Hub. This kind of info really helps build a clearer picture and can be useful if you need to push for proper escalation later.

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 months ago

    Hi piresl 

    Welcome to Community Forums. 

    Sorry to hear of your ongoing concerns with your broadband service. We can certainly understand the frustrations this may cause. 

    Checking the systems on our side, I can see you're currently affected by an area issue.  You might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. Our engineers are working hard to resolve this for you. 

    The estimated fix time is 30 July 2025 at 14:00. These times are estimated, and so if further work is required, then this may be extended. I recommend doing a reset after this time, and if you're still having issues, please let us know here, and we can take another look on our side for any updates or further investigations. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.