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Wi-Fi issue in Hornchurch area for months.

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Please can you help me.  I have been having issues with Virgin Wi-Fi for months now and had hoped that it would sort itself out it.  It just got worse.  My phone is now attached to Wi-Fi and calls from my family keep dropping so beside trouble with getting on the Internet my phone calls are affected.  It is so very frustrating. Can you help in me as I feel that I am paying for a service that I am not getting.  I am in a group for Hornchurch since COVID and I can see many customers in Hornchurch have issue.  I have not complain before but this is beyond a joke.  Please help.

Natalie Gray



Very Insightful Person
Very Insightful Person

see this


First thing is to check for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

Also,  can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

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 Service is saying that there is no issue with Internet.

It is the internet signal into the house.  This has been going on for months.  Several people in my street has complained about this.

Hi Nat21, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

I'm sorry to hear you're having an issue with your connection. Taking a look at things this end, I can see your hub's downstream power levels are too high. We won't be able to fix this remotely so I would like to arrange for an engineer to come to take a look at this for you. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊


Forum Team

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Forum Team
Forum Team

Hello again @Nat21 

Thanks so much for your private message and confirming your address, I have now booked you a visit for the issues with your connection– you can check the date and time via your online account here. If you have any issues with accessing your online account or unable to see your visit, please do let us know and we’ll pop you a message to confirm.

There will be no charge for this visit unless:
• The technician diagnoses the faults as not being caused by our network/equipment 
• The technician discovers that the fault or problem relates to your equipment
• The technician discovers that the fault or problem relates to any system that we are not responsible for
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 
Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the My VM app by 4pm the day before the appointment.
If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment