My neighbour recently got connected but I'm not eligible for some reason
Hi, I've been actively trying to get Virgin to come connect my house for years now. Filling in the form showing interest dozens of times but have had no success in the 10+ years of living at this property. Recently my neighbour inquired about getting Virgin and had to get permission to have Virgin come and potentially run the line across my property. This has now come and gone and I know that my neighbour has access now. I've called to the customer support team to try and get an engineer out to survey/connect my property but only get transferred from department to department with nobody knowing what to do in this situation. Allegedly an engineer came out and decided it wasnt economically viable to pursue connecting the property but how come my neighbour who's further from a main road has been connected? I'd greatly appreciate any help in this matter. Thanks.Moved from Sky to Virgin Media
Hi I've recently joined Virgin Media and now waiting for the equipment to arrive. I read online and when going through the process the following is mentioned "One Touch Switch: What is it and how does it work?" I selected to notify yourselves when I want to Switch across - but how does this work as its extremely difficult and time consuming to get through to an actual person to speak to? Does the Switch happen once my equipment has been activated, or can I install and let you know a specific date that I want my broadband to be switched on and cut off from Sky? Any help would be appreciated since as being a new Customer trying to reach you via telephone is an utter nightmare so far.... Thanks ZackSee 403 forbidden only with Virgin wifi for a ticket website
I want to buy concert tickets from Melon Ticket Global, which is a legal ticketing website in South Korea. I can open the website with my data or with other providers' wifi, but can't open it with the Virgin Media wifi, which is also my home wifi. I saw "403 Forbidden" when I tried to access it with Virgin. Unluckily, I can't use my data inside my flat, thanks to the concrete building :( I think this might be due to that Virgin Media uses its own DNS address. I tried to change my home wifi's DNS to public IPs (Google, Cloudflare), but it still didn't work. I used NordVPN at home, still not working. I kind of doubt that Virgin Media forces me to use its own DNS. Maybe I'm asking too much, but I do feel very inconvenient to go outside to access the website. And I'm still not sure it's Virgin Media banning Melon Ticket Global, or the other way around.Re-routing cable outside property
I have my fibre cable run from the back lane of my property, pinned to an outside wall running along the wall, around a side gate and then around the outside gable wall of the house into the house. I'm having some work done on the gate \ side wall which will need the cable re-routing from where it is, or, the tidier and easier option would be to run a cable from a newly installed cabinet on the street oputside the front of the house. Ive confirmed its a virginmedia cabinet but how do I find out whether its ready to have live installations running from it - it'd be by far the easiest and tidiest option but trying to ask this question through customer services hasnt got me anywhere. Any help appreciated.
Is this right?
Image Removed I have M500 package but am almost unable to use the internet at times...is this as bad as it appears to be or am I just not understanding something here? All I get from the app on my phone is that if it's the same in 24 hours virgin will look into this, but its been like this since the weekend at least.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, EmmaIntermittent Signal in your area
I’ve noticed in the past week or so that my internet speed has been dropping randomly. I’m meant to be getting 350 download and was up until this last week where now it can drop as low as 100. It seems to fluctuate randomly. When I run a check on the VM app I get the intermittent signal on my area message. Rebooting the hub multiple times doesn’t seem to change anything. any advice or help emojis be greatly appreciated
Hub 5.0 Connection Loss
Hello Community, I've just updated from a hub 3.0 to a hub 5.0 and now I'm saying frequent broadband interruptions. Here are the down stream channels - are these normal? Router status 3.0 Downstream channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 194000000 1 39 QAM 256 8 2 138000000 3.5 39 QAM 256 1 3 146000000 2.7 38 QAM 256 2 4 154000000 2.2 38 QAM 256 3 5 162000000 1.7 38 QAM 256 4 6 170000000 1.3 38 QAM 256 5 7 178000000 1.2 38 QAM 256 6 8 186000000 1 39 QAM 256 7 9 202000000 0.8 39 QAM 256 9 10 210000000 0.6 39 QAM 256 10 11 218000000 0.6 39 QAM 256 11 12 226000000 0.3 39 QAM 256 12 13 234000000 0.4 39 QAM 256 13 14 242000000 0.9 39 QAM 256 14 15 250000000 0.8 39 QAM 256 15 16 258000000 0.9 39 QAM 256 16 17 266000000 -1 39 QAM 256 17 18 346000000 -3.3 38 QAM 256 27 19 354000000 -3.5 38 QAM 256 28 20 362000000 -3.9 37 QAM 256 29 21 370000000 -4.4 37 QAM 256 30 22 378000000 -4.7 37 QAM 256 31 23 386000000 -5.1 36 QAM 256 32 24 394000000 -5.7 38 QAM 256 33 25 402000000 -6 38 QAM 256 34 26 410000000 -6 38 QAM 256 35 27 418000000 -6.6 37 QAM 256 36 28 522000000 -10.9 34 QAM 256 37 29 530000000 -10.9 35 QAM 256 38 30 538000000 -10.8 34 QAM 256 39 31 546000000 -10.8 34 QAM 256 40 3.0 Downstream channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 39 24 0 2 Locked 39 515 20 3 Locked 38 493 18 4 Locked 38 683 76 5 Locked 38 376 19 6 Locked 38 38 0 7 Locked 38 16 0 8 Locked 39 17 0 9 Locked 39 84 0 10 Locked 39 284 0 11 Locked 39 350 11 12 Locked 39 45 0 13 Locked 39 35 0 14 Locked 39 42 0 15 Locked 39 37 0 16 Locked 39 279 17 17 Locked 39 112 0 18 Locked 38 223 0 19 Locked 38 251 0 20 Locked 37 416 0 21 Locked 37 703 0 22 Locked 37 771 0 23 Locked 36 861 0 24 Locked 38 1382 0 25 Locked 38 1554 0 26 Locked 38 1534 0 27 Locked 37 2236 0 28 Locked 34 36026 0 29 Locked 35 36910 0 30 Locked 34 36488 0 31 Locked 34 38684 0 3.1 Downstream channels Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz) 41 190 4K 3736 QAM 4096 148 3.1 Downstream channels Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 41 Locked 0 -21.9 28067657 971484094 Thanks, DDWiFi pod not working
I have been sent one of the crème coloured WiFi pods which the limited instructions say to plug on, give it 10 mins, and it should work. The light on mine keeps flashing and the VM Connect app says it is offline. I tried relocating the pod to within a couple of metres away from the router just to see if it would connect but it still doesn’t work. I also tried to remove and re-add it via the VM Connect app but it wont re-add. There seems to be limited support for getting these working, would anyone know where I could look next please? ThanksIntermittent service after multiple engineer visits
I'm writing here as I feel I have exhausted any possible avenues through customer services over the past 6 months or so, and I'm currently stuck in an endless loop. After my most recent call today I have a logged yet another complaint, but it seems that the only resolution suggested is to send a third engineer from the same team. For context, I'm running my Hub 5 in modem mode with a third party router, but I've confirmed the issue is still present when using the Hub 5 as a router. To summarise the current situation: At random intervals (this can happen multiple times in a day, or not at all for days) my connection will drop. This typically shows as T3 timeouts (often on all consecutive channels) in the network logs. There is no pattern that I have been able to ascertain. The connection will resume after a minute or so without any action needed, but obviously the the loss of connection will impact on anything I am currently doing (work calls, typically). The quality of my service other than this is fine, and I have no issues with speed or network quality outside of this particular issue. I can't put my finger on when the issue first started occurring, but there have been no changes to equipment or in the house since the connection was originally installed. After doing the usual troubleshooting and confirming there were no apparent issues on my end, the first engineer was sent out. The first engineer rebalanced the signals, as some of the power levels were out of spec. A check was also done on all of the equipment internally and externally. The problem still occurred despite this. After waiting a month or so, I escalated again and a second engineer was sent. The second engineer confirmed the quality of all of the cables and connections, and that there were no apparent issues with my equipment according to their tests. They did check the cabinet and informed me that one of the connections in there was loose (not even finger tight) and that they had rectified that. Unfortunately, the problem has persisted. Ahead of posting this, I set up Broadband Quality Monitoring and waited for the issue to reoccur. This morning it has happened twice, which I believe is reflected there. I've attached images from today of an example of the issue in the logs, as well as the information from the router, the BQM and the results from SamKnows. Removed all IPs and MAC addresses in the images. Any help would be greatly appreciated as customer services have essentially told me there is no issue that they can see.
