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Can't contact support

I have been trying to contact support, as I am getting very low speeds on my broadband, I have spent over 5 hrs in queues only to be cut off.  I bet I get through to the cancellation line fast though.....  #Horrendous customer service

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Re: Can't contact support

Hi schzam,

You'll probaly receive more help if you create a post in the broadband forums, detailing how you connect  for examplewifi/ethernet , and post your stats there.

When testing speed you should always do it from a wired connection as VM don't guarantee the wifi speeds, however if your ethernet connection is also slow then the tech guys can offer assistance.

You should post your router stats there for the learned members to check what the problem is and offer assistance.

In your browser’s URL box type in (or - if in modem mode) and hit return.

Don't login, instead below there click on Check Router Status

From the Router Status” page copy/paste 3 FULL sets of data onto here – from the Downstream, Upstream, & Network Logs pages. 

You could also set up a BQM monitor  at - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK.


The Service you do for others is the rent you pay for your room here on Earth - Muhammad Ali
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Forum Team
Forum Team
Message 3 of 3
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Re: Can't contact support

Hi schzam


Thanks for posting. My apologies for the broadband issues. 


Can I ask, are you testing wired/wireless? 


Kind regards,

Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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