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Email about broadband

Fibre optic

I have had two emails in the last couple of days saying that there is something wrong with my wifi connections. But they are all working perfectly.


Forum Team
Forum Team

Hi hansi,

Thanks for your post. 

We don't ordinarily email customer's regarding WiFi concerns.

For us to determine if these were genuine, could you please tell us what email address these were sent from?

Please also include the content of the email.

Please pop back to us when you can. 

Vikki - Forum Team

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Hello Edgar,

We sent you an email two days ago with some advice on how to sort your broadband performance issue at home with easy, proactive fixes.

Following these steps is the quickest and easiest way to get your service back up and running, so we ask that you give it a go first before we send an engineer round.



Reset the Hub

Follow the unique link below to reset the Hub. We’ll monitor the Hub’s connection for another 48 hours, so make sure to click on it as soon as possible.





Check your cables



Make sure any cables connected to the bottom of your wall socket are secure. 



Follow the cables from the wall to the WiFi Hub and TV box (if you have one) and check for any kinks that could be affecting your broadband connection. 



Check that all cables and connectors coming into and out of the Hub and TV box (if you have one) are plugged or screwed in securely.

Thanks for helping us out – we’re one step closer to solving your connection conundrum. We'll keep an eye on things and get back to you within 48 hours with an update, so you don't need to do anything else for now.

Take care,


The Virgin Media team




*For call costs from a Virgin Media home phone, visit Call costs from other networks and mobiles may vary


This inbox is not monitored, so please do not reply to this email.


This email and any attachments are or may be confidential and legally privileged and are sent solely for the attention of the addressee(s).


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Fibre optic

That's a bit unfair!

Hi @hansi, thank you for your response.

It certainly looks like a genuine e-mail. Is there anything at all you can think of that could have prompted the initial e-mail?


Fibre optic

No. I have no history of any recent problems.

No worries and thank you @hansi 

If you are not facing any issues currently then please do ignore the email, there may have been a brief area outage that prompted it to be sent. 

If you would like us to check the account for you please do let us know and we will be happy to pop a private message across.