Full fibre not showing as available at my address even though it is.
I own a townhouse in Edinburgh which has a virgin full fibre connection right outside the house. The house is split so that the basement is a separate flat. I have a virgin fibre connection to the basement but not able to request a virgin fibre connection to the main part of the house, says full fibre not available on the virgin media postcode checker? I've called customer services but no help.Hub3: The route(r) of all my problems
My old, perfectly working (but overheating, allegedly) Hub3 was recently replaced with another one of the same. (received August 2nd). Since then however, I have been unable to connect any of my Google Home smart devices. Two clock displays and an outdoor cam. Of the 14 days which have elapsed, I have literally been dealing with Google Support by email on at least 10 of those days. But we're getting nowhere fast. So much so, they are now at the point of offering me a credit for the online Google Store for the inconvenience. But I digress... All of my Google smart devices were working absolutely fine and have been for years. Until now. So, my question is: Are there any changes need to be made to the default settings of my Hub3 router? I do not recall making any specific changes in the past. But I find it extremely odd and frustrating that all was well until I received this new replacement Hub3. Seems to me to be where the problem(s) lie. I tried contacting VM Support initially by chat before coming on here, but I was immediately given a phone number for the Gadget Support Team which I believe is a pay service and I have no intention of doing that. I simply want to know if there's anything obvious I need to change in the Hub3 config. Please help!? You are my last hope before I am forced to ditch all Goggle Home smart devices and replace them with alternatives. (and hope that I do not face similar issues with those). Thanks in advance.Hub 5 connection. 2 Engineers, 1 Specialist and counting!
So where to start…. I have a 1gig Virgin broadband line (500mbps boosted to 1gbps via VOLT). I have to start by saying that up until my last contract renewal not so many Months ago things were fine, I had next to no problems with my connection at all, very rarely would I encounter a dropout. I would 100% of recommended Virgin to anyone. That isn’t the case now however! We started getting intermittent drop outs in May this year. The connection would drop for maybe half an hour or so a few times per week. These were frustrating but I put it down to maybe Virgin doing some work their end or something like that. Bare in mind here I have a son who’s doing his A-Levels and a daughter who is going into her GCSE exam year this year, NOT GOOD. These dropouts started becoming more frequent and really had me questioning things now. Many times Virgins online status check as being fine in the area, it would take me through the usual power down of hub etc. Sometimes this would work, sometimes it wouldn’t. I ended up getting an Engineer out. He replaced the metal Coax wall connection. He did various line checks and couldn’t see any issues with that. He assured me it should be fine now, giving me his number in case of ongoing problems. Needless to say, this fixed nothing. I contacted him and he arranged for a different engineer to visit since he wasn’t available. The next engineer arrived and did the usual checks on the line. Didn’t find a thing. He decided the fault must be with the Hub so changed my older Hub to a version 5. I thought that would definitely sort out the problem… nope. Dont get me wrong, this did help for a bit. I’m not sure if that was just fluke or what but during the first few days things seemed alright. Then again the dropouts started again. This time we had complete loss of connection. This didn’t just go on for 30 minutes, we’re talking days of absolutely no broadband. Kids are on summer holidays, they both live on their electronic gizmo’s, Nightmare! At this point I’m really getting fed up. I’m taking note of the time outs and the duration. I’m taking screenshots of the Log from the Hub itself. These screenshots show critical error messages constantly. Various types. My speed checker showed decent download speeds but none existent upload speeds. Now onto the SPECIALIST engineer who got booked in for me. What can I say?? The guy couldn’t be bothered to look at any of the evidence I had collected, just kind of shrugged it all off as it was nothing. He mentioned my speed check test being irrelevant since Virgin only use Cisco checks. He replaced the external box saying it actually looked okay but had a bit of corrosion on it. Then he mentioned how many 5g channel connection was one of the high power drain ones so he switched it to one of the lower channels to reduce the power. He went on to tell me if I needed him to contact him on the number he called me on. I said I hadn’t received a call from him, they had my old number on the system. He stood me it was now updated and he would call me so I had his contact number once he had left. He didn’t do this either. Roll on to today. We’re still getting constant dropouts, nothing has changed. Looks like possibly another engineer visit and all I can think is what’s the point. Virgin customer service is a complete joke and I’m at my wits end with it all now. I pay a considerable amount for a sub par service and it’s no laughing matter. Has anyone else experienced anything like this? Is there anything I can do to sort this out. Please help.Virgin Media Area Outage loop - N11 London
I’m at my wits’ end with Virgin Media. For over two months (since 31st May 2025), my broadband has been cutting out regularly. Every time I call or try to book an engineer, I get the same answer: They give a repair date, then either “fix” it for a day or two before the same fault pops up again — sometimes under a new fault ID — and the loop starts over. I went through my text alerts from Virgin and found a ridiculous chain of fault updates. Here’s the pattern just for this summer (those are only the alerts one, there were more in between those): 31 May – 12 June: Fault F011810225 — multiple repair date pushes, “engineer on the way,” “engineer on site,” then “issue fixed.” 24–25 June: Fault F011877105 — same story, marked as fixed. 21 July-25 July: Fault F011910493 . 25 July-31 July: Still issues and an operator ordered a replacement modem which did not solve the problem 3 August: Booked an engineer to fix this issue but this got cancelled for the area fault updated status 3–15 August: Fault F011937562 — constant shifting repair dates (5th, 6th, 8th, 13th, 15th), marked fixed… 15 August (Ongoing): The status has been (Fix( reset but there is intermitting issue when I check the website and I am sure it will re-loop Each “fix” lasts a couple of days at most before it’s back to square one. I’ve even had a technician appointment booked, then cancelled because it was supposedly “a network issue.” This has been going on for over 10 weeks now. I can’t get a proper engineer visit to my property. The “area fault” excuse keeps resetting the clock. Compensation is unclear unless I push for it. I cannot terminate the contract without paying for the exit fee Has anyone else had Virgin keep re-flagging the same problem as “new” to avoid escalation? How did you get them to actually fix the infrastructure, or at least give you consistent service? I’m considering filing a formal complaint and escalating to CISAS, but wanted to see if others have broken out of this loop before.VM Broadband Having a Bad Day...
now.... first and foremost... VM BB is rock solid... 99 days out of 100... today seems to be the exception: ( 2025-07-18 - Gloucestershire GL3 ) Dropping a good chunk of packets... upstream bandwidth seems throttled to 0.010mbps... guess we all have off days. ( and yes i've done all the sensible things to rule out a local issue ).Internet randomly dropping out since service outage.
We had some internet and TV problems last week due to a service outage in our area. On Wednesday the 20th I received a text message saying that the problem was fixed and that everything was up and running. Since then we have had nothing but problems with our internet dropping in and out randomly sometimes for hours at a time, sometimes coming on for 5 minutes and then dropping out again. I have checked all our cables are connected properly. I have reset the Hub 3 multiple times. I have removed all the ethernet cables that were connected to our Hub 3. I have also reset the Hub 3 to the factory settings. Nothing has worked. Usually the hub 3 shows a solid green light at the bottom, the up/down arrows flash green and the WIFI symbol stays solid green. Other times the bottom light flashes green, the up/down arrows aren't lit and the WIFI symbol stays green. It can switch back and forth between this light show for hours or sometimes just 10 minutes. We've been trying to keep track of the rough up and down time of the internet connection. This is from Monday 26th August. Off first thing in the morning. ON 10:18AM OFF 11:20AM ON 11:36AM OFF 12:20PM ON 12:40PM OFF 12:58PM ON 1:05PM OFF 1:24PM ON 1:55PM OFF 4:57PM ON 6:00PM OFF 6:10PM ON 6:14PM OFF 7:49PM ON 7:57PM OFF 8:01PM ON 9:09PM OFF 11PM Every day before Monday is like this on and off randomly all day. I did login to the router a few times after the internet had come back on and managed to get these from the logs: 25/08/2025 13:34:50 critical No Ranging Response received - T3 time-out;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:34:19 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:32:59 critical No Ranging Response received - T3 time-out;CM-MAC=18:3b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:32:56 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=1;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:31:40 critical No Ranging Response received - T3 time-out;CM-MAC=b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:31:39 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:29:56 critical No Ranging Response received - T3 time-out;CM-MAC=1:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:29:55 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:28:18 critical No Ranging Response received - T3 time-out;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:28:16 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:27:14 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:25:37 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:35a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:21 critical No Ranging Response received - T3 time-out;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:12 Warning! RCS Partial Service;CM-MAC=1:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:5 Warning! RCS Partial Service;CM-MAC=18:7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:00:28 Warning! RCS Partial Service;CM-MAC=182;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:56 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=1b;CMTS-MAC=04:;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:14 Warning! RCS Partial Service;CM-MAC=18b;CMTS-MAC=042;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:6 critical No Ranging Response received - T3 time-out;CM-MAC=8:ab;CMTS-MAC=04;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:10:46 Warning! RCS Partial Service;CM-MAC=18:ab;CMTS-MAC=01a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:40 critical No Ranging Response received - T3 time-out;CM-MAC=18:ab;CMTS-MAC=042;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:37 Warning! Lost MDD Timeout;CM-MAC=18:ab;CMTS-MAC=04:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:33 Warning! RCS Partial Service;CM-MAC=1b;CMTS-MAC=7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:32 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:30 Warning! RCS Partial Service;CM-MAC=18;CMTS-MAC=04::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:54:55 critical No Ranging Response received - T3 time-out;CM-MAC=18:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:54:52 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:53:14 critical No Ranging Response received - T3 time-out;CM-MAC=18b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:53:13 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:51:47 critical No Ranging Response received - T3 time-out;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:51:45 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=181a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:50:35 critical No Ranging Response received - T3 time-out;CM-MAC=18c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:50:33 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:49:1 critical No Ranging Response received - T3 time-out;CM-MAC=18:7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:48:29 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:35a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:05:49 critical No Ranging Response received - T3 time-out;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:05:48 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:04:46 critical No Ranging Response received - T3 time-out;CM-MAC=18:3:1a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:04:44 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:352;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:03:14 critical No Ranging Response received - T3 time-out;CM-MAC=1b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:03:13 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:1a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:01:43 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:59:23 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:57:35 critical No Ranging Response received - T3 time-out;CM-MAC=c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:57:33 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3M-QOS=1.1;CM-VER=3.0; 25/08/2025 20:56:1 critical No Ranging Response received - T3 time-out;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:55:58 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=15 20:54:27 critical No Ranging Response received - T3 time-out;CM-MAC=18:a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:54:24 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:52:29 critical No Ranging Response received - T3 time-out;CM-MAC=18CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:52:27 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=12;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:50:32 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:49:59 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:35:c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:48:19 critical No Ranging Response received - T3 time-out;CM-MAC=18:3b2;CM-QOS=1.1;CM-VER=3.0; I'm hoping someone knows what the hub was trying to do and failing. And why at one point the Hub 3 thought it was 01/01/1970. Though I'd try here first before ringing as it's a lot easier to post some of the information than explaining over the phone. It's also hard to get time to ring during the working week. I've tried to find as much info as I can get but if there is anything else that would be helpful just let me know and I'll try to get it. Any help would be great as I've been customer since the Telewest days and never really had many problems with any of our services. Posting this using my phone as a WIFI hotspot as the Hub3 currently has a solid green bottom light, a flashing green up/down light and a soild green WIFI symbol. Thanks. [Mod - MACs removed for security]Internet dropping + VOIP down after HUB 5X router update to version 7.8.3-2410.5
Since the router updated around 2:50am on 20/08/2025 I've been having random drops in connection. I thought it was just 1 app on my phone I was using being slow but the same is for my Sonos speaker and online gaming (PC over ethernet). eg sonos stops for a couple seconds and losing connection in games Prior to the update I had no issues and it occurs during non-peak times as well as peak, just now around 10 mins ago (3:00am). The "network log" doesn't log much detail and doesn't show anything related apart from me logging into the WAN interface and IPV6 address not available, I wont restart that thread lol. Also tried a router restart, no difference. VOIP has also been unavailable since the update. Confirmed in Hub 5x status home page and within network status. Wifi calling also doesnt show within my phone icons too. I've just started a quality monitor so will update later today if anything shows up Hub 5x 1 gig Symmetric - XGS-PON Anyone else noticed this issue and any VM staff able to look into it further? Thanks :)Virgin what have you done - Hub 5X
My Internet never best but could handle Teams and Roblox and didnt Buffer and i could download Last Wednesday Outage Last Thursday Firmware Update Since been awful Virgin say is a problem and then say all resolved , spent hours on chats , emailed CEO , log a complaint they close it :(
