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Virgin Access Cover on Pavement Broken and Filled with Dirt

Tuning in

Hi All,

Had Virgin installed in 2020 always not been the most consistent broadband. Dropping intermittently. Just noticed this access cover damaged. Maybe the water ingress is causing it. Any idea who to contact to get this looked in to? The help section on the website doesn't really cover this....





Forum Team
Forum Team

Hi shawin, thanks for the message and welcome to the forums. 

I am sorry to hear that the access cover is damaged and this is not the experience which we want you to have. 

Can you confirm if you are still having issues with this or have we now arranged for an engineer? ^Chris

Hi Chris, 

No, still no progress with this. WiFi lost to alarm system (for an example, see attached) multiple times this morning. 

Can you help please?



Alessandro Volta

Monitoring the WiFi is not a good guide to the broadband service, as so many other things can affect wireless in the house. 

Do ethernet connected devices drop out at the same time? 

Hey shawin, thank you for reaching out and , I am sorry to see you are having some connection issues.

I have checked our end and everything is look fine with the connection your levels are very good.

How is the connection on a cable have you tried this?

Also this shouldn't really affect it, is the box outside your house okay this is not lose or broken? Thanks 


Matt - Forum Team

New around here?


It's the same on wired connections too. 

Regardless, the access cover needs repairing to start with. Can you please help? 



Very Insightful Person
Very Insightful Person
Try here as well...

The number (automated) for reporting street "furniture" problems is 0330 333 0444 or use the “Webform”


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. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Hi there @shawin


Thank you for popping back to us and I am so sorry to hear that you have been facing this issue with the broken access point. 


I'd be happy to arrange for an engineer to take a look, I'll pop you a PM now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 


Thanks again.

Hello again, 


Thanks so much for your private message and confirming your address, I have now booked you a visit for broken access point – 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.


Thanks again. 

Alessandro Volta

It's hard to see why a person over 18 needs to be present, or why there should be a penalty for a missed appointment, when all that is required is a repair to an outside cover plate.