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BillBrum's avatar
BillBrum
Tuning in
4 days ago

Network engineer visit due today 28 May 2025

Hi all.

I am hoping that a Virgin Media staff member will see this post and respond to me.  I had an engineer visit me yesterday owing to signal problems (missing TV channels plus occasional drop-out of internet service) which the online status check had identified as 'intermittent signal issues'.  The engineer was very helpful, and checked inside my flat and also on the landing outside, where the cable to my flat comes off a distribution box (which has eight outlets).  His diagnostic device showed that the downstream level was too low, and the upstream was too high.  He tried more than one outlet in that box.  He described it as a problem with the 'tap' and said that another team would need to visit.  A short while later he called me to say that he had spoken with that team, and they would visit either later that afternoon (yesterday) or the next day (today).  I'm happy with how yesterday went, and will of course be pleased if the second visit does take place and sorts the issues.  However, I have no way to contact them to ensure that they are definitely going to visit, and I'd ideally like to know a rough time when that will be.

Could someone from Virgin message me to get my details and then look into it and let me know?

Many thanks.

9 Replies

  • Tudor's avatar
    Tudor
    Very Insightful Person
    4 days ago

    This board is not for fault reporting and VM staff only get to posts after two or three days, you should phone up.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 days ago

    The tap he referred to is in the street cabinet, so they won't need access to your flat for that. They may need access to the distribution box to measure the levels. 

    • BillBrum's avatar
      BillBrum
      Tuning in
      4 days ago

      Thanks.  This is the box on the landing outside my flat. It usually has a closed cover, but has been made accessible in the hope that the team comes today. I hope they do want to come into the flat so that I can check whether they have fixed the problem.

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        2 days ago

        Hey BillBrum, thank you for reaching out and we are sorry to hear about this visit issue. 

        We have taken a look and we can see you've spoken to the team since this, did they manage to help?

  • BillBrum's avatar
    BillBrum
    Tuning in
    2 days ago

    Here's an update.  The network engineers visit promised for Tuesday pm/Wednesday seems to have not happened, as the hub is still dropping connection and flashing the polling arrows and the missing TV channels are still unavailable.  I called 0345 454 1111 on Wednesday to ask if the technicians would still be visiting, and the call handler said that she would send a message to the area manager and that he would have my number to call me.  Having heard nothing, I called them again.  This time the call handler said that he would make a special request for a technician's visit to the street cabinet and distribution box (and hopefully to me) and booked the visit for the morning of Wednesday 4 June.

    I'd still like any Virgin member of staff who sees this post to contact me and keep an eye on my case.  I don't want to get to Wednesday pm and have no resolution or no contact from the technicians.  

    Thanks for reading.