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?.No account number
I have ordered a box today 28/12 for my new flat but have selected the wrong address, everything says to amend the order i need to log in to virgin media with an account number that i dont have, the delivery is due for friday when i move in and the order is on hold because theres already someone with a virgin account at the incorrect address i selectedNo internet and intermittent internet since 13 November
Since 13 November I have had either no internet or intermittent internet. First outage on 13 November following a storm resulted in 3 new hubs, 3 ONU boxes, 5 engineers to confirm a network issue. Internet working on 19 November. Next outage on 13 December so dad I have had 2 engineers. First one confirmed network issue to be resolved in 24-48 hours. No internet or intermittent internet called Virgin 3 times 2 advisors confirmed Virgin were aware of network issues yet, 3rd advisor confirmed no issues or outages and another engineer sent. He arrived Monday of this week and could not see any issues with the equipment in the house and spoke to his manager and network team who knew of no network issues. We are now on day 11 of no or intermittent intermittent internet. The app is mostly useless in saying everything is working correctly but last night it did give a message after doing a hub test that there was an intermittent issue. Can anyone advise how to get this issue escalated to someone who will fix it? Currently solid white light on hub 5 and no internet.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.tenant won't cancel active line
Hello everyone, I am hoping someone here can help or point me in the right direction as I have completely run out of options. I moved into this property five weeks ago. For the first four weeks, the internet was working fine. After that, the previous tenant stopped paying their Virgin Media bill and the service was cut off. Since then, I have had no internet at all and no way to get it restored. I have no way of contacting the previous tenant. The housing agents are the only ones who have their details, but they have confirmed they cannot share any contact information or even forward a message due to data protection laws. I am the only person living at this address. There is no shared occupancy and no one else using the property. I contacted Virgin Media and explained the situation in full. I offered to take over the account, pay for the broadband myself, and even cover any outstanding fees or cancellation costs for the previous tenant. Despite this, Virgin Media have said they cannot do anything unless the original account holder contacts them. Unfortunately, I have no alternative broadband options available at my house. Other providers are not available here, and mobile data is not a viable long term solution. This is now directly conflicting with my job, as I rely on a stable internet connection to work. At this point I am desperate for a solution. If anyone has dealt with something similar or knows a way to resolve this, I would be extremely grateful. I am willing to pay £200 to anyone who can help get this fixed as soon as possible.Hub 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 ?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)Is it possible to speak to a human being???
To say I am frustrated is an understatement! New customer who needs to register my account but getting potty-mouthed with the impossible to navigate computerised voice that seems unable to understand that I need to register my account, and just sends me around in circles. Been passed around multiple options that I don't want and still unable to get to where I need to be. Can I speak to a human ????new contracts
Hi y'all , i have returned to VM and attempted to take on a deal and accepted the contract 8 days ago , emails received for the order docs and contract came later explaining the first bill etc . Now i have realised i missed out the cinema bundle where they either give you the Rayban Meta glasses or money towards your bill , so i went ahead and proceeded to check on selecting it and luckly the same installation slots were available . Nothing came since the 17th for this , no contact from the team and btw i've put the same details in nothing has changed . If there's any chance we can go through the security questions and help me cancel the first one over or maybe confirm if i am able to simply change the delivery date for the 1st contract which i do not want anymore as the 2nd which has the cinema bundle and Rayban promo confirmed
