Desperate for Support – Ongoing Virgin Media Availability Issue (##, N4 4RP)
Hi There, I hope you're doing well. I’m reaching out because I’ve truly run out of options and feel quite frustrated after waiting over three years for Virgin Media service. Strangely, your website shows availability at flat b, which is just one floor below me in the same building. Although they are not currently using the service, they are eligible—yet I'm repeatedly told that my flat is "nit serviceable" with no clear reason or resolution. I've contacted support multiple times, but I feel like no one genuinely cares or takes ownership of this issue. I'm writing to you out of sheer desperation—because no one seems willing to investigate or offer a proper explanation, and I’ve been left completely in the dark. I understand you're busy, but I’d really appreciate it if you could take a moment to help me escalate this internally, or connect me with someone in the technical or infrastructure team who can shed light on this situation. Thank you so much for your time and understanding. Kind regards, [Mod - title edited to remove personal information]Rough price on moving a pavement cable?
Our fenceposts have never aligned with the boundary between our house and the neighbours. It's not been a problem until now, but the neighbour is doing a different type of fence and insists we need the fencepost moving to the actual boundary line, which is very close to where this cable comes out of the ground. The cable goes through the hole in the gravel board, into the neighbours yard (inside a green tube), so the only digging up needed would be the bit shown in the pic. Has anyone got any idea how much it will cost to move this cable about 30cm in any direction? And roughly how long it took for the workmen to arrive? I'm not a VM customer, never have been, but the neighbour is.Address not listed or serviceable but exchange box is just next to my home
Please help! Hello I am in the same frustrating situation all my neighbours on the other side of our street are listed and already have virgin. However when I input my postcode into the website my address isn't listed. There's a grey virgin media branded box installed just next to my house (only several meters away!) It shoule be easy to get a wire from the grey box to my house. You can hide it under the leaves, isn't ? Thank you.PACKET LOSS/DROPS
I've been having issues where my connection experiences spikes and complete dropouts, 30 minutes apart. I have been running BQM since Friday 6/6/25, as you can see in the attached graph from 8th-9th, the space between drop outs are quite consistent. I have: - Fully reset to factory settings. - Disabled IP Flood Detection (suggested solution on another site) - Tested other devices (another PC, 4 Phones, Xbox Series X, 2 TVs) all experience the same connection issues. - Pinged various IP Addresses and all came back with no loss. I am connected via Ethernet to the 10gbps port, my PCs ethernet port is compatible with those speeds: https://www.speedtest.net/my-result/d/812c9d78-d2e7-4766-9f17-9cd7acd688b1 Other devices are Wifi (PC is Wifi 6, rest are 5ghz/2.4ghz) Package Info: 2gig up and down These are my router stats: PON modem status Online Connection mode IPOE IPv4 firewall Online IPv6 firewall Online IP_VOIP Down IP_DATA Up Transceiver temperature 29 Transceiver voltage 3 Laser bias current 12 ONT transmit power 5200 ONT receive power -16400 Network access Allowed Baseline Privacy disabled PON Mode XGS-PON 09-06-2025 11:12:46 notice GUI Login Status - Login Success from LAN interface 09-06-2025 11:11:29 notice erouter0 ipv6 address is empty 09-06-2025 10:56:29 notice erouter0 ipv6 address is empty 09-06-2025 10:41:29 notice erouter0 ipv6 address is empty 09-06-2025 10:31:20 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:31:14 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:30:37 notice GUI Login Status - Login Success from LAN interface 09-06-2025 10:30:06 notice GUI Login Status - Login Fail from LAN interface 09-06-2025 10:26:29 notice erouter0 ipv6 address is empty 09-06-2025 10:11:29 notice erouter0 ipv6 address is empty 09-06-2025 09:56:29 notice erouter0 ipv6 address is empty 09-06-2025 09:41:29 notice erouter0 ipv6 address is empty 09-06-2025 09:36:50 notice IPoE IPv4 ping failed 09-06-2025 09:26:29 notice erouter0 ipv6 address is empty 09-06-2025 09:11:29 notice erouter0 ipv6 address is empty 09-06-2025 08:56:29 notice erouter0 ipv6 address is empty 09-06-2025 08:41:29 notice erouter0 ipv6 address is empty 09-06-2025 08:37:10 notice IPoE IPv4 ping failed 09-06-2025 08:37:00 notice IPoE IPv4 ping failed 09-06-2025 08:26:29 notice erouter0 ipv6 address is empty 09-06-2025 08:11:29 notice erouter0 ipv6 address is empty 09-06-2025 07:56:29 notice erouter0 ipv6 address is empty 09-06-2025 07:41:29 notice erouter0 ipv6 address is empty 09-06-2025 07:36:49 notice IPoE IPv4 ping failed 09-06-2025 07:36:39 notice IPoE IPv4 ping failed 09-06-2025 07:26:29 notice erouter0 ipv6 address is empty 09-06-2025 07:11:29 notice erouter0 ipv6 address is empty 09-06-2025 06:56:29 notice erouter0 ipv6 address is empty 09-06-2025 06:41:29 notice erouter0 ipv6 address is empty 09-06-2025 06:36:59 notice IPoE IPv4 ping failed The network logs go much further, with regular error messages stating "IPoE IPv4 ping failed". This will be the 2nd router I am on, having the 1st replaced by an engineer for similar issues. Frankly, at £96 per month, I expect a far superior service. The speeds are good, sure, fantastic even. But it's no good having "lightning speeds" when you can't use them! If anyone else is experiencing this issue, or similar, please feel free to contribute your findings. VM, I eagerly await your advice/solutions as this is now affecting my employment. Regards.Constant Disconnects / SYNC Timing Synchronization failiure
Internet Frequently disconnects multiple times a day for up to 5 minutes rendering it completely unusable. Sometimes if i check the logs it is accompanied by a SYNC Timing Synchronization failiure but often disconnects are not accompanied by one. Been happening for at least a month. Multiple router restarts and the problem persists. Network Log From Today Mod Edit: Details Removed / Personal information Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 49599556 49.5 5120 32 qam 1 2 36599900 50.3 5120 32 qam 3 3 23599933 49.7 5120 16 qam 5 4 30100266 49.8 5120 32 qam 4 5 43099984 49.8 5120 32 qam 2 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 2 0 2 ATDMA 0 0 3 0 3 ATDMA 0 0 3 0 4 ATDMA 0 0 6 0 5 ATDMA 0 0 3 0 Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 138750000 -2.7 36 256 qam 1 2 146750000 -2.7 35 256 qam 2 3 154750000 -2.7 35 256 qam 3 4 162750000 -3 34 256 qam 4 5 170750000 -2.5 32 256 qam 5 6 178750000 -2.4 35 256 qam 6 7 186750000 -2.5 34 256 qam 7 8 194750000 -2.2 35 256 qam 8 9 202750000 -1.7 38 256 qam 9 10 210750000 -2 37 256 qam 10 11 218750000 -1.4 34 256 qam 11 12 226750000 -1 33 256 qam 12 13 234750000 -1 38 256 qam 13 14 242750000 -1 38 256 qam 14 15 250750000 -0.7 40 256 qam 15 16 258750000 -1 38 256 qam 16 17 266750000 -0.7 38 256 qam 17 18 274750000 -0.5 40 256 qam 18 19 282750000 -0.9 38 256 qam 19 20 290750000 -0.5 38 256 qam 20 21 298750000 0 38 256 qam 21 22 306750000 -0.4 38 256 qam 22 23 314750000 0 38 256 qam 23 24 322750000 0.5 38 256 qam 24 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 36.6 -775972770 4624805 2 Locked 35.5 1620671156 16882699 3 Locked 35.7 38286152 1161060 4 Locked 34.3 624128 63630 5 Locked 33 55030039 905192 6 Locked 35.7 266055 43429 7 Locked 34.2 5686489 181317 8 Locked 35.7 227298 24868 9 Locked 37.6 194516 15356 10 Locked 37.6 205668 20139 11 Locked 34.4 1677980 27486 12 Locked 33 69106813 12441 13 Locked 38.9 96254 8225 14 Locked 38.9 75161 7737 15 Locked 40.3 72805 5373 16 Locked 40.3 73534 3863 17 Locked 38.9 62083 2584 18 Locked 40.3 49057 1597 19 Locked 40.3 54626 2613 20 Locked 38.9 65460 3354 21 Locked 38.9 71817 2307 22 Locked 38.9 70004 2566 23 Locked 38.9 49785 2824 24 Locked 38.9 45446 1945Moving Router to another room
Hi, i have recently signed up after moving home and wanted to have the router installed upstairs where it could be used via ethernet to make full use of the gigabit bundle i have signed up for. Unfortunately when signing up i was told there was no longer an option to have a technician come to install the router. Is it still possible to have someone come out and move the router? The wifi speeds are very low in most of the rest of the house and even a powerline adapter hasn't helped much. Any help with this would be appreciated as the bundle isn't really worth the cost as is.Unable to successfully start the hub3
Ever since i moved from my old address into th new house, i haven't been able to get the internet up and running. All the lights on the hub look fine, but i just can't get it to activate through the app.i've sorted it all out my moving contract been reactivated, and all my billing addresses have been updated too.Virgin install - solid green light
I’ve just had Virgin installed (hub5x) and I have a solid green light. The engineer did his best but left saying it will hopefully turn white soon. He will keep me updated and I have his contact details so can contact him directly too. He was really helpful actually. It’s not like he fled and left me to it. Can anyone shed any light on the solid green light situation? Many thanksHub4 connection and can’t speak to anyone. Hung up on 3 times by the robot 🤷♂️
Anyone have connection issues in the Preston area this morning? We have our alarm connected over WiFi and as it’s died in the night now have no easy way to disarm it. Rang virgin 3 times and been hung up on saying they’ve sent a text but yet no text received and can’t get to a human! Anyone any ideas on how to get hold of a person at virgin media? Worst customer experience ever!
