Virgin Media have changed my contract without my permission
Simply put, I called the Virgin Media CS team two days ago on 12/7 to report a broadband signal issue in my area. Later on the call, they go through some of the upgrade options for my current contract. I told them I do not want any changes to my current package and will decide later on if I want to renew or not. However, I received an email today stating that my contract has been renewed and my package upgraded. I just simply want to go back to my old package and make decision later on this year about renewal. Does anyone know how to file a formal complaint so it can be resolved?
Intermittent packet loss and high latency
I was issued a new router (Hub5 I think) and upgraded to the gigabit service a couple of years ago and ever since I've suffered intermittent service problems. The symptoms are sudden high latency, usually accompanied by packet loss. Sometimes a reboot of the router will resolve it and other times I just have to wait it out for some hours. The last 24 hours have been particularly bad, I've had to restart the router three times. I've checked all the coax connectors til I'm blue in the face and spent hours waiting for an agent on whatsapp but they're just not interested unless the service is hard down. Is there some team that deals with issues like this? Maybe I just have a faulty router?VM connect app keeps asking 'are you at home?' when attempting to use home scan
I recently installed VM broadband and TV, and I can connect to the router (hub 5) with my phone and the VM stream box, but he VM connect app keeps asking 'are you at home?' whenever I attempt to use the home scan function - although I am already connected to the hub. I have tried rebooting the router and reinstalling the app but it makes no difference. I have also used different devices (iphone and ipad) but it is still the same. I'm not running any VPNs. I have already seen that at least one other person on this community is having this same problem. Can someone from CS please respond?New order, no confirmation email
Yesterday I made an order regarding broadband and while I received an information email, it was not the confirmation email. Therefore, I don't have access to the account number and I can't fully unlock my account and I have no confirmation email about my purchase. Therefore, I don't know if the order is processing or not. I tried contacting the chat but it's a useless robot/AI and the webpage to make a form gives me a blank space. I have also checked the junk/spam folder and nothing. I had Virgin in my previous apartment and had no issues with the broadband, but what a way to start the new contract, seriously. Please help me with this. [Mod - title edited for clarity]Hub 5 on its way out
I started a discussion about my Hub5 giving me trouble around 4 months back. I had an engineer come to my house who was very helpful and understanding of the issue. He said the power supply felt a little loose in the slot of the hub so gave me a new power supply and off he went. It was fine for a week and it started happening again. My hub basically turns itself off completely unresponsive and if I as much as pick up the hub the power light fires back up basically telling me that there's a dodgy connection somewhere. I have also experienced a loss of connection followed by a loud high pitched squeal from the hub then the lights shut off. It's clear to me this hub needs replacing if I can please have another engineer come out and replace it.Intermittent connection issues
For the last couple of weeks, few times per day my internet completely drops for short time (usually less than 1 minute), and after that all is back to normal. This happens at completely random times - there are days when it doesn't happen at all, and other days when it happens several times. Once that happens VM service status page shows "Intermittent signal in your area", then it changes to "You need to book an engineer", and then it's back to "No broadband issues" (until next disconnect). The engineer came last week, he checked the wiring, signal, etc., and didn't find any issues on my side. He also replaced my Hub 3 with new Hub 5. Unfortunately the issue keeps happening after that. Here you can see how these drops look: Every time when these issues happen, the network log in the Hub shows multiple 'critical' entries such as: No Ranging Response received - T3 time-out 16 consecutive T3 timeouts while trying to range on upstream channel Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out SYNC Timing Synchronisation failure - Loss of Sync Could someone from VM have a look and help please? 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 330000000 6.4 41 QAM 256 25 2 138000000 4.7 40 QAM 256 1 3 146000000 4.9 40 QAM 256 2 4 154000000 4.9 40 QAM 256 3 5 162000000 4.9 40 QAM 256 4 6 170000000 4.9 40 QAM 256 5 7 178000000 5 40 QAM 256 6 8 186000000 5.1 40 QAM 256 7 9 194000000 5.3 40 QAM 256 8 10 202000000 5.2 40 QAM 256 9 11 210000000 5.3 40 QAM 256 10 12 218000000 5.4 40 QAM 256 11 13 226000000 5.4 40 QAM 256 12 14 234000000 5.5 40 QAM 256 13 15 242000000 5.6 41 QAM 256 14 16 250000000 5.6 41 QAM 256 15 17 258000000 5.7 41 QAM 256 16 18 266000000 5.6 41 QAM 256 17 19 274000000 5.8 41 QAM 256 18 20 282000000 5.9 41 QAM 256 19 21 290000000 6.2 41 QAM 256 20 22 298000000 6.3 41 QAM 256 21 23 306000000 6.3 41 QAM 256 22 24 314000000 6.4 41 QAM 256 23 25 322000000 6.4 41 QAM 256 24 26 338000000 6.5 40 QAM 256 26 27 346000000 6.7 41 QAM 256 27 28 354000000 6.7 41 QAM 256 28 29 362000000 6.9 41 QAM 256 29 30 370000000 6.9 41 QAM 256 30 31 378000000 7.1 41 QAM 256 31 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 41 2166 7079 2 Locked 40 4100 9616 3 Locked 40 4414 15176 4 Locked 40 8311 44157 5 Locked 40 8257 42752 6 Locked 40 8282 46018 7 Locked 40 3734 9961 8 Locked 40 4150 15136 9 Locked 40 2425 6338 10 Locked 40 5829 26867 11 Locked 40 2236 5521 12 Locked 40 1792 4249 13 Locked 40 2056 4722 14 Locked 40 7266 38180 15 Locked 41 2715 12483 16 Locked 41 2280 11454 17 Locked 41 2364 6014 18 Locked 41 2569 9438 19 Locked 41 1924 6029 20 Locked 41 3257 15859 21 Locked 41 1596 4954 22 Locked 41 1679 4609 23 Locked 41 2012 5221 24 Locked 41 3982 22531 25 Locked 41 1646 4652 26 Locked 40 1828 7782 27 Locked 41 1880 7241 28 Locked 41 1724 6518 29 Locked 41 2106 10214 30 Locked 41 1932 8377 31 Locked 41 1543 5268 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 33 92 4K 1800 QAM 4096 1128 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 33 Locked 41 6.3 238950482 76 3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 0 49600000 51.5 5120 QAM 64 1 1 43100000 51.5 5120 QAM 64 2 2 36600000 52 5120 QAM 64 3 3 30100000 52.3 5120 QAM 64 4 4 23600000 52.8 5120 QAM 64 9 3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 0 ATDMA 0 46 0 0 1 ATDMA 0 46 0 0 2 ATDMA 0 46 1 0 3 ATDMA 0 46 0 0 4 ATDMA 0 46 0 0 3.1 Upstream channels Channel Channel Width (MHz) Power (dBmV) FFT Type Modulation 12 10.4 46.5 2K QAM 256 3.1 Upstream channels Channel Channel Type Number of Active Subcarriers First Active Subcarrier (Hz) T3 Timeouts T4 Timeouts 12 OFDMA 208 74000000 0 0Upstream power too high?
I've been having connection drop-out issues for the past few months (~180 reconnects within the last month according to VM, though I only saw a drop 1-2 a day for 5-90 mins at a time). I'd been mostly away from home so didn't bother about it until this week, when VM sent out an engineer to investigate (10th July). The engineer removed an old NTL attenuator/splitter, along with the splitter for the broadband and TV (as I plan to ditch the TV). He also switched out my Hub 3 for a Hub 5, which has an inline attenuator on its cable feed. Annoyingly I didn't note the full line stats before the changes, but the engineer said the downstream was reporting as -8 dBmV, and after these changes is now 0 to -5 dBmV with an SNR of 40 dB. I'm still having drop-outs (and T2 and T3 timeouts), though less frequent (1 time a day for 1-5 mins at a time), and from doing some research I suspect my upstream power is still too high. It's currently sitting at 52 dBmV, but I've seen it get as high as 59 dBmV immediately after the modem reconnected (it drops back down to 52 dBmV over a span of ~20 mins once the connection is back up). I just wanted to confirm my understanding is correct before requesting another engineer visit to correct the upstream power. I tried to add the full line stats and log into this post, but the forums report "Your post contains invalid HTML." if I do... that used to work.N8 - North London - Full broadband outage 11 days and counting
Just received yet another VM text kicking the can down the road another 3 days, to July 4th. But thrilled to hear that "an engineer is on their way"! (for the 10th time). I have zero confidence that it will be fixed at this time. I have zero confidence in Virgin Media, at this point. Their handling of this is beyond dreadful; it's non-existent. Yes I have reached out and lodged a complaint, but the "resolution" that I received in response is an automated copy-and-paste travesty that simply repeats the nonsense in the text messages. In the 30ish years that I have had Internet to my home, this is the very first time experiencing an outage that has lasted more than a day, anywhere. I am in London, and there are internet lines strung everywhere. Why has no technician been rerouting the line to our property after the first 24 hours? Utterly pathetic. A shame, as the service was reliable until 12:30 on Jun 20th, when it went dead. I suspect that I am now experiencing the true face of Virgin Media... which is utterly awful. Is there anyone else in the Crouch End area experiencing the same outage?Need Help Returning Equipment
I recently left Virgin Media and they sent me a box to return their equipment in. This never arrived. I am now receiving emails saying they will fine me if I don't send it back. Is there a way to get them to resend the box or to request a new label for me to send it myself, I really do not want to pay a fine when it's not even my fault. Please Help
