Complete Failure in Service
Hello, I am writing regarding the wifi at my house. We recently upgraded our broadband plan 3 or so weeks ago to the highest we can Gig1 service with a new hub 5 and it has been an abhorrent experience. For 3 weeks consistently there have been drops and disconnections from the internet. Too many times I have called regarding this. The internet went down about 5 times within an hour timeframe last Saturday and upon calling virgin to resolve this, your representative scheduled a technician to come today and I quote from the mouth of your representative “GUARANTEED” that our wifi problem would be solved. Not only was that a blatant lie, the wifi is now completely not connected to the internet, it is no longer intermittent on and off, it is completely off. Technicians have come twice to check connections install new routers and said everything should be fine but that is not the case. In addition, the house landline is no longer able to make calls and certain channels on the tv no longer show. NOT ONLY THAT, but I work from home! I have lost an entire day of work today due to virgin media’s poor service and I now must deal with the consequences with my superiors. The longer our virgin wifi is down the more my job is at risk! It is not just my livelihood that depends on good wifi, but my grandparents, who are both OVER 90 YEARS OLD and require reliable and fast wifi and service for communication in the event of a medical emergency, which is now at risk. What happens if there is a serious medical emergency in this heat and no one can call an emergency contact or an ambulance and it's too late? Shall I send virgin the funeral bill at that point? I demand a resolution to this immediately as we are paying the most and receiving less than the bare minimum. Should this matter not be resolved we will have no choice but to escalate this matter. I expect a response with hasteHigh Jitter & Packet Loss to Riot Servers
Hi, I’ve been experiencing “network problem” errors in Valorant despite stable ping and high speeds. I ran PingPlotter to Riot’s EU server (IP: 104.160.141.3) and noticed: 0% loss/jitter inside home network 100% loss and high jitter begins at hop 3 Speed tests show unstable throughput and ~23ms jitter This seems like a routing issue on Virgin’s side. Can this be escalated or checked? Happy to share logs or screenshots. Thanks!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?Internet stops working once a day requiring a router reboot
Hi, I recently upgraded from volt500 to volt 1gig, which needed a modem change from hub3 to hub5. I use it in modem mode with my own router. Once a day now, the internet completely stops working, and I need to reboot the router by unplugging and replugging. After doing some searching, my 3.1 downstream channel is extremely weak. Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 159 Locked 32 -15.7 41903970 12674230 Can someone look into this?Internet keeps dropping off for a minute or so
Hello! My internet keeps dropping off throughout the day for a minute or so, both wired and wireless. Tried support and got nowhere. The issue only appeared or started occurring after I upgraded my internet package and got the superhub 5. Support noted that i have had 72 disconnects in the month of june but have been unable to resolve my very frustrating issue. Here are the info from the network log on my router. Mod Edit: Personal information removed 03-07-2025 16:57:54 notice 03-07-2025 16:54:06 notice 03-07-2025 09:12:35 error 03-07-2025 02:37:41 critical 02-07-2025 21:00:50 notice 02-07-2025 20:58:34 notice 02-07-2025 20:27:10 notice 02-07-2025 20:20:27 notice 02-07-2025 19:31:58 notice 02-07-2025 19:29:09 notice 02-07-2025 19:19:49 notice 02-07-2025 19:11:39 notice 02-07-2025 19:09:32 notice 02-07-2025 19:08:21 notice 02-07-2025 19:06:22 notice 02-07-2025 19:01:56 notice 02-07-2025 19:01:18 notice 02-07-2025 19:00:48 notice 02-07-2025 18:58:01 notice 02-07-2025 18:40:15 notice 02-07-2025 18:04:36 notice 02-07-2025 18:03:21 notice 02-07-2025 18:01:14 notice 02-07-2025 18:00:19 notice 02-07-2025 04:48:28 notice 02-07-2025 04:44:36 notice 02-07-2025 04:43:27 notice 02-07-2025 04:41:39 notice 02-07-2025 04:38:32 notice 02-07-2025 04:34:29 notice 02-07-2025 04:24:26 notice 02-07-2025 04:12:03 notice any other information needed please let me know and hopefully i can get my internet working properly again. Thanks!4th day with no broadband
Hi, our broadband went down at some point on Wednesday and here we are 4 days later, no explanation and no apology. The status checker shows that there is a problem in our area and that projected fix date is June 30th. This really is the shoddiest of services as I am unable to work, we have no Netflix or catch up services and the hub just sits there flashing green day after day. Is anyone able to explain what is going on and why it is taking so long?Extremely High Uncorrectable Errors – Major Connection Instability
Hi, We’ve been experiencing constant internet downtime and instability recently. After checking the status page on our Virgin Media Hub 5, I noticed extremely high uncorrectable errors on the DOCSIS 3.1 downstream channel, along with a low PLC power level that may be contributing to the issue. Here are the key stats: Router: Virgin Media Hub 5 Channel ID: 159 (OFDM) Locked Status: Locked RxMER: 36 dB PLC Power: -9.2 dBmV Corrected Errors: 721,981,898 Uncorrectable Errors: 113,766,705 The error count continues rising even after rebooting the router. We’ve already checked all cables and splitters inside the house—they’re properly connected and in good condition. Despite this, we’re seeing frequent disconnections, lag, and loss of service. Could someone from the team please investigate this? It feels like there might be a signal issue either at the street cabinet or on the line coming into the property. Happy to provide further data if needed. Thanks in advance, KellyHub 5 - Deco X20 Issues
Hi folks, having some issues with my network setup at home wondering if anyone has any advice or suggestions. So about a year upgraded broadband package and got sent out the hub 5, was previously on super hub 2 which was very stable and reliable. Got the hub 5 installed and it was rubbish with internet connection constantly dropping. Had a couple of engineers out, they couldn't find any solutions so did a bit of research and found the deco X20. Set it up, hub 5 in modem mode, main deco in router mode and 2 other units placed in other parts of the house. Worked fantastic, very stable and full coverage all over the house, even got around to wiring up the second deco via ethernet for even better signal. Fast forward a few months ago, having nothing but issues, deco gets the red light, connected no internet then get the flashing red light on hub. Hub comes back to green, sometimes deco comes back itself sometimes it doesn't and needs a reboot. Had 2 engineers first one mentioned some kind of power issue causing the hub 5 to reboot all the time and the apparent solution was tweaking the cable which goes into the hub. After that was sent a new modem, same issues after setup with decos, second engineer couldn't find any faults but I wasn't at home at the time to ask him any questions, when I did get back, I found the hub had been reset and back to its default WiFi mode, no idea why he did that. So the last time I spoke to customer service they mentioned ruling out an issue with my router setup, I was skeptical because the hub was showing flashing red lights so I assumed it was an issue with isp connection. However I gave it a shot, removed all the decos, reset the hub 5 and it's now running in WiFi mode with a stable connection over the last few days. The issue is the dead spots around the house, which the decos were the perfect solution for. Any ideas on why the decos are suddenly the issue, I've reset them various time, upgraded the firmware, set up auto reboot for early hours, even changed them to ap mode with the hub in normal WiFi mode but no luck. It seems like the deco setup is causing some interference with the internet connection causing the hub to crash as well. Any suggestions would be appreciated, apologies for the long read just wanted to give full context.Intermittent signal in your area.
I've had the whole day with no Internet as for some reason when I tried to do a status check I get a message saying intermittent signal in my area. There are no ongoing works in my area according to virgin website and my hub seems to be OK, as in there's no abnormal lights or signals showing. All my devices are connected to the hub however all of them say they don't have Internet access. I have tried tirelessly to get into a live chat but for some reason virgin make it near impossible to actually access this feature as it's nowhere to be found on their website which is why I've had to come here. I'm not waiting 24 hours for a possibility of my Internet returning like virgin are suggesting, I'd like access to the service I'm paying for. I'd understand if this work a planned works but as far as I'm aware it isn't.
