Use a device you've signed in on before
I am the Virgin Media account holder attempting to sign on to My Account and been met with "Use a device you've signed in on before". I have used this device before, I do not have a VPN and I am using the Virgin Media conection. I am not sure why you want to make it so difficult to access My Account to pay bills and view upgrades...Hub 5 high latency and jitter
This issue only started last week. I noticed I couldn't stream BBC radio stations at 320kbps without constant stops and starts. My Hub 5 is in modem mode connected to a TP Link router and I also noticed the router ethernet LED frequently changing from green to orange. I contacted Virginmedia who said they couldn't find any faults using their speed test because the Hub was in modem mode. I ran the Cisco Real Speed test myself and found very high latency and jitter. after unplugging the Hub for a minute or so (a very quick on/off didn't fix the issue) my latency levels were back down to around 20-25ms and I was happy. Until today when the same symptoms appeared. This time I checked the speed directly at the Hub 5 ethernet output so Virginmedia couldn't blame my router and here are a few measurements I then switched off the Hub for a minute and after restart I measured this So what is going on. I do not want to have to unplug the Hub every few days and the first warning I get of the issue is my morning alarm streaming Radio 2 fails to go off.Residential address registered as business
Hi, I have been told my address is currently registered as a business address. It’s a 5 bedroom detached property, there is no business here. Customer service and sales have said that they can manually override this, (which is what they have done in the past as there is Virgin HBB and tv currently live at the address), but I would really rather it be changed to residential to avoid having to jump through these hoops! Thanks, Emma
Installation Delays from November 2025 to January 2026 – Urgent Help Needed
Dear Virgin Media Team and Community Members, I am posting this detailed report to highlight the significant delays and poor communication I've experienced with my broadband installation. As a new customer, I expected a smooth process, but it's been anything but. I'm hoping an official VM representative can investigate my case urgently, provide a firm resolution, and confirm compensation details. Below is a comprehensive overview of the situation, including timelines, communications, and impacts. Contract and Order Details: - Service Address: Eastleigh, SO50 - Contract Summary Sheet Created: 6th November 2025 - Contract Summary Sheet Number: 100387XX1587 - Minimum Contract Length: 24 months - Services Ordered: M500 Broadband (Full Fibre Connection) + Netflix Standard with Ads - Broadband Speeds (as per contract): Advertised: Download 516 Mbps / Upload 52 Mbps Normally Available: Download 498-542 Mbps / Upload 48-52 Mbps Minimum: Download 258 Mbps / Upload 26 Mbps Detailed Timeline and Delays: - 6 November 2025: Originally promised completion around this time after contract signed on 6th Nov. - Mid November 2025: Surveyor visited and identified "additional/extra work" needed near roadside and request complete way leave application form - 4th December 2025: First rescheduled installation date – missed, no show. Reason given: extra work on outside. There is completed the wayleave form and returned - 18th December 2025: Second rescheduled date – again delayed with same "extra work" excuse. - Current (31st December 2025): Now pushed to 10th January 2026. Still no progress, no permit details, no subcontractor info. I've called Pre-Install Team (0800 052 1734) and Customer Services (0345 454 1111) multiple times – always "waiting on contractor" or "extra work required". I've checked Hampshire Council and one.network myself – no VM roadworks permits listed for my postcode. Interim Solution Issues: VM suggested using a broadband dongle or extra SIM card. I purchased one as advised, but signal in SO50 area is extremely poor – frequent drops, low speeds, completely unusable for Work from Home (Zoom/Teams calls impossible). I've told VM this multiple times. They verbally promised reimbursement for my costs and compensation, but nothing in writing yet, and no clear amounts or dates. Impact: This has caused major disruption to my work-from-home setup, extra costs, and a lot of stress. The repeated missed dates and vague excuses are unacceptable. Compensation Expectations: Under Ofcom Automatic Compensation: - Missed appointments: £31.19 each time - Delayed start: £6.24 per day from first missed promised date This already adds up to a significant amount. Interim dongle does NOT reduce this entitlement as it's inadequate. I also want full separate reimbursement for my SIM/dongle costs. Requests: 1. Please urgently review order and provide written confirmation (email or PM) of: - Exact reason for delays and "extra work" - Firm installation date (no more changes) - Subcontractor details and any permit status 2. Confirm full Ofcom automatic compensation calculation and credit timeline 3. Confirm reimbursement process for my interim costs 4. If this cannot be resolved soon, provide penalty-free cancellation option Any advice from others in Eastleigh/Hampshire with similar driveway or delays work? How did you get it resolved or claim compensation? Thank you – really hoping the VM team can step in and sort this quickly. Best regards, Alex
Internet and TV drop out since December
I’m hoping someone from Virgin Media can help as this issue is still ongoing. My broadband and TV services have been repeatedly dropping out since the end of December. An engineer attended on Saturday (after I waited in for the appointment) and advised that there is a signal issue affecting my property and the four neighbouring houses. I was told this was a known fault and that it would be fixed right away. Unfortunately, nothing has changed and the broadband and TV are still dropping out just as before. This has now been going on for several weeks and is extremely frustrating. We have kids in the house and they are going crazy without a reliable internet connection, especially when the issue was already acknowledged as an area-wide fault. Can someone please: Confirm what the fault actually is Advise when it will be properly resolved Confirm whether this has been logged as an area/network issue Happy to provide account details via private message if needed. Thanks.
