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?
Waited 2 weeks for the previous owner to disconnect, still waiting without internet
I tried to place an order as a new Virgin customer for broadband services and got an email saying an account is already registered with my current address, so Virgin won't be able to process my order. I just moved into this property as a tenant, so the existing account belongs to the previous tenants, who have moved abroad. I called Virgin and explained to them the situation. The first agent said she helped me to fill in a form, and I should get a response within 48 hours. That was a week ago. I kept calling every day and they just kept telling me to wait every time. How long do I have to wait while Virgin tries to contact the previous account holder? What happens if the previous tenants are no longer contactable? Do I have to wait until their contract expires, which might be several months or even a year? I am considering cancelling the order and just set up services with another company but I am worried about Virgin charging me an exit fee.High 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!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.Hub 3 hot weather no Internet
Hi, during hot weather(25°+) my hub 3.0 led shows a steady red and the internet goes. It only comes back on when the weather/temp cools down. This consistently happened every hot weather day the last few weeks. I've had my hub 3.0 about a decade now but this is my first time with this issue. Service status for my area always shows as good. I check all connections and reset everytime but it only works for a min then it goes again. The only thing that solves it is waiting for the weather to cool🙁. It's been in the same spot with lots of space around it for years without issue until now.Well Done and Thank You
As i'm good at complaining about stuff, i thought i'd come here to say Well done and Thank you. The thunder and lighting storm on Saturday wiped out my broadband and tv, we contacted virgin via the web app and booked an engineer for the first available slot which was 4pm-7pm on Monday. The engineer, i wish i could remember his name, phoned at 3-50 to say he was on his way, he arrived just after 4pm and immediately started to check stuff out. The lightning had wiped out both boxes and the hub, it also took out 2 televisions and the phone. He replaced both boxes and hub and set everything up for me. We were back up and running within an hour, all we lost were the recordings. Thank youFactory restore, restores problems
Hello, I have a hub 5 with 2 extender pods, the pods are identifying as TV boxes and my dashboard in the connect app is showing 9 TV boxes, as it is allocating IP addresses to devices I don't use any more that I can't delete. Every time I do a reset it just downloads this rubbish configuration from VM's servers and breaks my WiFi again. Had an engineer and mentor out today who replaced my Hub 5 and of course it immediately populated itself with the same screwed up device list. I just want to start again and have my router and the extender pods showing, then slowly add devices that I do use. The engineers said they'd never seen anything like it and just took a pic of my wierd connect app appearance. I have turned off smart WiFi, removed Connect app, cleared cache, restarted phone and still a factory reset of the router drags a garbled mess in from the cloud and the WiFi test on the router says you have problems. I've just about had enough. Please helpLocal outage is leaving me without Internet for over 3 weeks
TL;DR: My internet died after a local outage. Virgin Media sent an engineer who couldn't fix it. What followed was a week of chaos: being hung up on twice, promised callbacks that never happened, and engineers who were booked and then mysteriously cancelled. I was told four different stories by four different people, including that my one-year-old cables were "too old" and needed a rewire, with the next appointment being 2.5 weeks away. After threatening to release call recordings, I was finally put through to an "Executive" who has promised to sort it, but I'm not holding my breath. Right, where to begin? Before I get into the nitty-gritty of this whole saga, I want to make one thing clear: I have call recordings of most of the conversations I’m about to describe, just to prove I’m not making any of this up. I’m what you’d call a simple customer. I’m on Virgin’s M500 plan, just for the internet. That’s it. And for a while, it was fine. The issues kicked off on Thursday, 12th of June, when I got a text saying there was an outage in my area. Fair enough, these things happen. The internet was a bit patchy for the next few days, dropping in and out, but it mostly worked. Then came Sunday night. At around 9 pm, the internet decided to pack it in completely. The hub was just sitting there, its usual white light being interrupted by a flashing red one every few seconds. A sign of things to come, I suppose. Come Monday morning at 8 am, I was on the phone. "What's going on?" I asked. I was told the area fault was still active and it should be all sorted by 6 pm. And to be fair, I got a text at 2:10 pm saying the issue was resolved. Great news, you might think. Except for the small fact that I still had no internet. So, I called them back and, after a bit of back and forth, insisted they send someone out. An engineer arrived later that day. He checked things inside, then had a look outside and delivered the verdict: no signal was coming into the house from the street cabinet. He said it was a job for a specialist team, not him. He texted his manager and supposedly arranged for the right person to come the next day, Tuesday. Since I wouldn't be in, I confirmed with him that all the work was outside and they wouldn't need access. He assured me that was the case. Just to be safe, I rang customer service to double-check. They confirmed it too. On Tuesday, around 2 pm, my phone rings. It's someone from Virgin. "Good news, the engineer has been and closed the job. Just restart your router." I told him that was brilliant, but I wouldn't be home until quarter past six and asked if he could give me a call back then. He said he would. You can guess what happened next. I got home, restarted the router, and… nothing. Still dead. And the callback? Of course, it never came. So, I called them. Again. I explained the whole story to a lady on the phone, only for her to tell me that their records showed "no one was at the property today". At this point, I got a little bit miffed. I explained that I work from home three days a week and this was becoming a massive problem. And for my troubles? She hung up on me. I immediately rang back, absolutely fuming, and demanded to speak to a manager. I explained the situation to the new agent, including the fact I'd just been hung up on. He started the transfer, which put me on hold for a good ten minutes. I finally heard a "Hello?" and then… click. They’d hung up on me again. Forty minutes into my next call, I finally spoke to a representative named "Waye" (I've no idea how to spell it). To her credit, she was lovely. She said all the right things, promised me compensation equal to my monthly bill, and even gave me a complaint reference number. She said she'd booked an engineer for the next day, Wednesday. Then she asked, "As you're happy with that, can I close the complaint?" I told her, in no uncertain terms, that nothing was being closed until my internet was back on. Wednesday, 11:30 am. I called to check what time the engineer was due. The response? "I'm sorry, sir, but there is no engineer scheduled for today." The conversation that followed lasted nearly an hour, with the bloke on the other end changing his story more times than I've had hot dinners. First, he could get someone out for Thursday. Then, a minute later, he said the engineer from Tuesday had closed the job because it needed a "Network Management team," who were, apparently, working on it "as we speak." He then offered to book a "backup" engineer for Friday. Note how Thursday was suddenly off the table. I asked him if the Friday engineer was the same type of technician as the one on Monday who couldn't fix it. His reply was a wonderfully vague, "The engineer will come and do his job." Utterly useless. A few hours later, I decided to try for a manager again. I got through to a manager named Shirli. She was very nice, very apologetic, and said all the things I wanted to hear. She even managed to arrange an engineer for that same afternoon, between 12 pm and 4 pm. Given that my call with her was at 2 pm, I wasn't sure if she'd invented a time machine, but I was willing to hope. Of course, the engineer never turned up. At 5 pm, I was back on the phone. I asked for Shirli but was told they have no direct lines to managers. The new agent looked into why the 12-4 pm engineer was a no-show. Her findings were astonishing. The appointment had been scheduled, but was "immediately cancelled and rescheduled by the system." Why? Because the wiring to my property needed a full rewire as it was "too old." This is utterly impossible – the entire village I live in was only cabled by Virgin less than a year ago. I asked her when the system had rescheduled this phantom rewire for. She then had to manually check for the next available slot, proving the "automatic reschedule" was a lie. Had I not called, I'd have been left waiting for no one. "The next available appointment for a rewire," she said, "is the 3rd of July." Two and a half weeks away. I asked for a manager. This time, I got Soel. The pleasantries were over. He was blunt, and kept repeating that while the cable to my house was new, the underground cables down the road were old. This is also false, for the same reason as before. He stated there was nothing he could do about the two-and-a-half-week wait and that I was "welcome to cancel," and he would waive the fee. In a moment of sheer exasperation, I agreed. But then, I thought better of it. I told him to stop the cancellation and that I would be posting my call recordings online to show the world the level of incompetence and lack of care at Virgin Media. His tone changed. He said if that was my intention, he would connect me to the Executive Team, who might issue me with a Deadlock Letter so I could go to the Ombudsman. Finally, I was transferred to Akhil. He was, thankfully, one of the nicer ones again. I recounted the entire, sorry tale one last time. He listened patiently and said he would use his "executive powers" to push my rewire forward and that it wouldn't be two and a half weeks away. He promised he had put in a request and would call me back tomorrow. So here I am, waiting for that promised call from Akhil. As you can probably guess, I’m not holding my breath. I'm now deciding on the best way to get this full story, along with the call recordings, out to the public. I've already contacted a few newsletters about it, in the hope that one of them fancies picking up a story about just how farcical this entire process has been. We'll see if a bit of public light is the only thing that can get a simple internet connection fixed.
