Connection dropping intermittingly
Good afternoon! For about a week now I've noticed that my internet connection drops for around 5-10s every 20-60 minutes, sometimes multiple times over a 5 minute period and I have no idea why. I am currently wired to the hub as is my other laptop but I notice the connection dropping on my wireless devices around the same kind of time too, others in the household have also noticed this. I have also seen on Reddit and here that others are in the same boat across the UK so I know it's not isolated to me. Is there anything that can be done to resolve this? I will provide any information asked and run whatever diagnostics I am advised to. Thank you.
Disconnected Early and Massive Billing Increase with Home Move
I arranged a home move with the service/connection due on 29 December 2025, but today (28 December 2025) my broadband has already been disconnected, leaving me without internet to organise the remainder of my moving logistics the day before the scheduled move date. On top of that, I’ve just noticed my new contract monthly charge is much higher (£31.99 to £72 monthly for M500) than my previous monthly price despite no changes to my package and insisting to remain on the same service over the phone (despite upsells). I wasn’t expecting this, and I’d appreciate a clear explanation of what changed, and confirmation of the correct ongoing price. Can a VM team member please advise: Why the service was disconnected early (before the move date) How to get service restored immediately / ensure the move goes live on 29 Dec as planned How billing/credits are handled for downtime Why the monthly charge has increased so significantly I can share my account details privately via PM to a moderator.
Too Many Disconnections!
Back again, in desperation! I've been having problems for months, but in the last few weeks it has become progressively worse. After an engineer visit new Hub 5 and (apparently!) a new connection at the cabinet, it has actually gotten worse. I have requested an outdoor survey, as all the equipment in my house has recently been replaced and have another engineer visit provisionally booked for 22 December. However, I am now at the point where I will be requesting an early exit from my contract, as this really is unacceptable. My previous request for help were not progressed as I was running my hub in modem mode, so I have now switched it back to router mode in the hope that some kind of diagnosis might be possible. Here are my logs from less than 12 hours of uptime System up time 0day(s)11h:14m:39s Cable Modem Status Item Status Type Cable Modem Status Online DOCSIS 3.0 Primary downstream channel Locked SC-QAM Channel Overview Downstream Upstream DOCSIS 3.0 channels 31 5 DOCSIS 3.1 channels 1 1 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 163000000 7.5 43 QAM 256 4 2 155000000 8 42 QAM 256 3 3 171000000 7.3 43 QAM 256 5 4 179000000 7.2 43 QAM 256 6 5 187000000 7.1 43 QAM 256 7 6 195000000 7.3 43 QAM 256 8 7 203000000 6.9 43 QAM 256 9 8 211000000 6.8 43 QAM 256 10 9 219000000 6.4 43 QAM 256 11 10 227000000 6.2 42 QAM 256 12 11 235000000 6.2 42 QAM 256 13 12 243000000 6.1 43 QAM 256 14 13 251000000 5.8 43 QAM 256 15 14 259000000 5.8 43 QAM 256 16 15 267000000 5.4 43 QAM 256 17 16 275000000 5.3 42 QAM 256 18 17 283000000 5 42 QAM 256 19 18 291000000 4.9 42 QAM 256 20 19 299000000 5 42 QAM 256 21 20 307000000 5 42 QAM 256 22 21 315000000 4.7 42 QAM 256 23 22 323000000 4.7 42 QAM 256 24 23 331000000 4.4 42 QAM 256 25 24 339000000 4.6 42 QAM 256 26 25 347000000 4.6 42 QAM 256 27 26 355000000 4.4 42 QAM 256 28 27 363000000 4.5 42 QAM 256 29 28 371000000 4.6 42 QAM 256 30 29 379000000 4.3 42 QAM 256 31 30 387000000 4.4 43 QAM 256 32 31 395000000 4.3 42 QAM 256 33 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 43 1305039 326305 2 Locked 42 447669 51730 3 Locked 43 1099552 1437186 4 Locked 43 1427030 1538202 5 Locked 43 830628 1408003 6 Locked 43 23039 45053 7 Locked 43 25310 49669 8 Locked 43 655 86 9 Locked 43 276 45 10 Locked 42 255 103 11 Locked 42 160 109 12 Locked 43 163 96 13 Locked 43 154 110 14 Locked 43 104 37 15 Locked 43 163 8 16 Locked 42 134 26 17 Locked 42 187 0 18 Locked 42 720 49 19 Locked 42 456 16 20 Locked 42 236 0 21 Locked 42 117 0 22 Locked 42 86 0 23 Locked 42 71 0 24 Locked 42 82 0 25 Locked 42 87 0 26 Locked 42 86 0 27 Locked 42 91 0 28 Locked 42 85 0 29 Locked 42 96 0 30 Locked 43 73 0 31 Locked 42 57 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 37 94 4K 1840 QAM 4096 1108 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 37 Locked 0 3.0 212999039 0Hub 6 no internet connection
We have just moved into a new apartment and had a technician out to install the Wi-Fi router on Tuesday this week. There was already an existing connection point which he tested and confirmed was good. He set-up the router and assured me that everything was working. I checked to see that the Wi-Fi network was visible (which it was) before he left. Unfortunately when I connected to the Wi-Fi I discovered there was no internet connection. I followed the troubleshooting steps on the virgin media website. I rebooted the box, tried connecting on other devices and forgot and reconnected to the network. Nothing worked. I rang Virgin Media support and they advised that the connection had not been fully activated and that I should wait 3 hours after the technician visit. So I did but it still did not work after 3 hours nor the next morning. It’s now Friday, I’ve been away for a couple of days, and there is still no internet connection. Very frustrating given that I specifically requested a technician call-out to avoid any connection issues. When I run the network diagnostic tool on my hub 6, I get the following; Can anyone advise on how to resolve please ?How long before I can apply for bill credit after switching to virgin?
Hi i switched from sky in November. Awful experience for several reasons leading sky to argue with me about early termination fees which were applied during a golden my off period. Was told by virgin I could claim £200 in credit to cover the switch fees. Since then I’ve been told to expect an email with instructions but nothing, chat function takes ages so I’m trying here to see how others have done it. My sky account was closed mid November so I’m a bit annoyed virgin haven’t at least told me how to apply.Extreme packet loss yet again...
Already had this issue this year in October and its come back right in time for Christmas and New Year. Whatever fix they did lasted a little over 2 months so im starting to become a bit annoyed about switching to Virgin last year. To skip all the annoying question people asked me last time and whats the casue of the issue it was related to some T3/T4 Upstream problems which from what I can understand and see on tests causes extreme packet loss. This inst massively annoying to live with doing everyday internet thing but being someone who games a lot it becomes near impossible to play. October Test from prior query: 23rd of December: Still happening as of this post. Also another rant/gripe dont put to check back in 24 hours on the service check thing and then tell me to wait another 24 hours. Give me some info, whats happening? when? why?.Intermittent connection
I’ve been having this issue for months where my connection is perfect for maybe a few days to sometimes over a week, then it will just completely disconnect for hours, for days if not weeks. I’ve had an engineer come round, they replaced my hub with a hub 5 (originally a hub 3) which seemed great at the time but the issue just never fully went away. Done all i can to attempt to fix it, but realistically there’s not a lot i can do. this is todays connection: https://www.thinkbroadband.com/broadband/monitoring/quality/share/42b53d2b86f43b5e4cb51298e5366c734a636424 The above images are some of the worst days ive had but there have been only maybe 5/6 days like this so far (a majority of the time its just 20 minutes then its back for maybe 15)Virgin temporary Internet
Hi there, me and my wife have inherited a house but we won’t be able to move for at least two months while we’re renovating it. What I’m wondering is there a way to have a virgin temporary Internet installed at the New house as well as keeping this one at the old one thank you very much.Query Regarding Charge for Returned VM Kits
Hi VM, I returned the VM kits after leaving VM on 25 November 2025. I have YODEL receipts and tracking confirmation showing that the kits were successfully delivered back to VM on 30 November 2025. However, I have since received an email advising that a charge was applied to my account on 16 December 2025. Could you please look into this matter and advise why this charge has been raised, given that the equipment was returned and confirmed as received? I would appreciate your assistance in resolving this as soon as possible.
Connection randomly drops
From Wednesday on this week my connection has been dropping or becoming very slow at random, I obviously checked the service and it stated there was a problem with inconsistent connection in my area, so I thought that explained it. However I am still having issue now and further checks say there are no problems in my area, I can go hours without a drop and sometimes it will then go off and on a few times in an hour and then be fine again, I went through the remote process today of restarting the hub in case this does anything a local reset doesn't but it made no difference. When I check Windows it states that my connection is low quality, if I restart my PC it says the same so I restart the adapter which then fixes it, it should be noted despite this my connection is back up at 1155 Mbps Download and 105 Mbps Upload which is my average connection speeds. Windows also reports no issues with my network adaptor but just to be sure I installed the most recent driver. I'm wondering if anyone else has had similar issues as I see form outage sites that Virgin appears to have had a number of issues recently?
