Moving router to upstairs at the back of the house.
Hi We have recently purchased a property with the old owners using virgin before, we went with virgin media, I got the home install kit just to get it online asap whilst we decided what rooms will be what. I would now like the router moving to my office at the back of the house upstairs, the router is currently in the living room at the front of the house downstairs. I would like to book an engineer out to carry out this move and then test all the lines to make sure we are getting the correct speeds, as we use this for working from home and gaming so we need it the best it can be! Thank you MatthewVirgin 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.Internet: Access Denied
Hi I’m an existing virgin media customer who’s just moved house and transferred our account to the new place When inspecting our new house I noticed that our VM cables into the house had potentially been cut. I’ve booked in for an engineer but, on the off chance that it wasn’t the vm cables that were cut (there are loads so it’s hard to tell), I plugged in the router to the VM socket. The router light has gone it’s usual purple color and looking at the router logs it’s most recent entry this morning is LAN login success, but when I check the router status it says access denied for the internet. my question is: Could this be a symptom of a cut line or is it my line hasn’t been activated (it was due to happen today)? Ive been in the virgin help queue for over an hour so hoping to get clarity whether I need to stay on the line to get the line activated or just wait for an engineer.VM Cable needs to be buried can someone help? (Not a VM customer)
I moved into my property in bristol, UK and have discovered virgin media cable above ground in my front garden exposed i know its VM as open reach came to bury it as we thought it was ours. However they have found it is not theirs. I'm not a VM customer but this needs sorting out as I cant do my gardening without fear of cutting it. I tried contacting VM directly through phone and got through to commercial support some how and they couldn't help.Hub5x Ethernet ports not working
Hello, I’ve just had the Hub 5x installed, and it’s up and running and I can connect Wi-Fi just fine. I’ve plugged my Xbox Series X console from the router using a Cat 6 Ethernet cable, yet it’s not registering the wired connection. The cables have been tested and they work. Why is it not registering the wired connection? And what can I do to resolve this?Street cable to brown box question
Hi I’ve been trying via talking to an agent in private messaging to get the cable from the street to brown box. Original installation was surface laid (partially) in its green ducting across some crazy paving. It’s all coming up and driveway being replaced, I’ll need a longer cable so it can be buried in proper ducting (which I’m happy to do) just need VM (or Kelly Communications from memory) to replace existing with a longer cable. I’ve sent photos to explain to agent what’s required. Anybody got a contact number to talk to the team direct. The agent I’m private messaging with refuses to give me a job no. or an escalation route. it’s been over 30 days now she said they’re a busy team? I’ve had to cancel the new driveway being laid so not ideal. Thanks in advance for your help.Daily drop outs in GU52
We have been suffering daily dropouts in connection between 1 and 2pm over the last few days. Definitely noted on Friday, Sat, (Sunday I was out), and today Tuesday. A router reboot seems to resolve it, but super annoying Other feedback from neighbours suggests those in close proximity on the street having similar issues. Any ideas?
Reduced Upstream Bandwidth
Hi, I have noticed packet loss in my BQM, see: https://www.thinkbroadband.com/broadband/monitoring/quality/share/3724cb7b1e81e3d599c85c69d85cdda0563079e8 Downstream bandwidth is good, but Upstream bandwidth is 1-2Mbps (usually ~25Mbps). The VM Hub has been rebooted and the numbers look OK, except for a few channels not operating at 64QAM. Can you see any RF issues on the segment, or could this be congestion elsewhere? Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 139000000 1.2 37 256 qam 1 2 147000000 1.5 37 256 qam 2 3 155000000 1.5 37 256 qam 3 4 163000000 1.5 37 256 qam 4 5 171000000 1.5 37 256 qam 5 6 179000000 1.4 37 256 qam 6 7 187000000 1.2 37 256 qam 7 8 195000000 1 38 256 qam 8 9 267000000 0.5 38 256 qam 17 10 275000000 0.5 37 256 qam 18 11 283000000 1 38 256 qam 19 12 291000000 1.2 37 256 qam 20 13 299000000 1.5 37 256 qam 21 14 307000000 2 38 256 qam 22 15 315000000 2 38 256 qam 23 16 323000000 2 38 256 qam 24 17 331000000 2.4 38 256 qam 25 18 339000000 2.2 38 256 qam 26 19 347000000 2 38 256 qam 27 20 355000000 1.9 38 256 qam 28 21 363000000 1.5 38 256 qam 29 22 371000000 1.2 38 256 qam 30 23 379000000 1 38 256 qam 31 24 387000000 0.5 38 256 qam 32 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 37.6 0 0 2 Locked 37.6 5 0 3 Locked 37.6 5 0 4 Locked 37.6 5 0 5 Locked 37.3 5 0 6 Locked 37.3 4 0 7 Locked 37.6 6 0 8 Locked 38.6 5 0 9 Locked 38.6 5 0 10 Locked 37.6 4 0 11 Locked 38.6 6 0 12 Locked 37.6 4 0 13 Locked 37.3 4 0 14 Locked 38.6 5 0 15 Locked 38.6 5 0 16 Locked 38.9 7 0 17 Locked 38.6 5 0 18 Locked 38.6 5 0 19 Locked 38.6 4 0 20 Locked 38.6 5 0 21 Locked 38.6 6 0 22 Locked 38.6 5 0 23 Locked 38.6 5 0 24 Locked 38.6 17 0 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 49600000 46 5120 64 qam 1 2 23600478 44.8 5120 16 qam 5 3 36600000 45.3 5120 64 qam 3 4 30100000 45 5120 64 qam 4 5 43100000 45.8 5120 64 qam 2 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 0 0 2 ATDMA 0 0 0 0 3 ATDMA 0 0 0 0 4 ATDMA 0 0 0 0 5 ATDMA 0 0 0 0 10/08/2025 12:29:16 notice LAN login Success;CM-MAC=18:35:d1:75:48:e3;CMTS-MAC=00:4f;CM-QOS=1.1;CM-VER=3.0; 09/08/2025 07:52:19 critical No Ranging Response received - T3 time-out;CM-MAC=18:35::e3;CMTS-MAC=0e:4f;CM-QOS=1.1;CM-VER=3.0; 29/07/2025 00:39:18 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=1:48:e3;CMTS-MAC=0ce:4f;CM-QOS=1.1;CM-VER=3.0; 26/07/2025 19:40:4 Warning! RCS Partial Service;CM-MAC=18:35:d1:75:48:e3;CMTS-MAC=004f;CM-QOS=1.1;CM-VER=3.0; 25/07/2025 17:06:4 critical No Ranging Response received - T3 time-out;CM-MAC=18:3e3;CMTS-MAC=:4f;CM-QOS=1.1;CM-VER=3.0; [Mod - MAC addresses removed]Broadband Dropouts - slow speed– SYNC Timing Errors
I’m experiencing ongoing broadband dropouts that closely resemble the issues described in the following community threads: Broadband connection keeps dropping SYNC Timing Synchronization failure – Loss of Sync My Virgin Media Hub is currently operating in modem mode, and I’m using an ASUS GT-AX11000 router to manage my home network. The dropouts affect both Wi-Fi and wired (LAN) devices, including critical appliances connected directly to the router. Symptoms include: Sudden and repeated loss of internet connectivity across all devices Devices remain connected to the router but lose access to the internet Dropouts occur randomly, sometimes multiple times per day Router logs show normal operation, suggesting the issue is upstream Given the similarity to the SYNC Timing Synchronization failures described in the community posts, I suspect this may be a signal-level or infrastructure issue. I’ve already: Verified all coaxial and Ethernet connections Updated router firmware Monitored logs and confirmed no local faults Could you please: Review the line signal levels and error logs from your end Confirm whether SYNC or RCS errors are present on the hub Advise if an engineer visit is required to inspect the line or cabinet I’d appreciate your support in resolving it promptly. Modem logs: Hub 3.0 device information The information below shows current status of this Hub 3.0. Standard specification compliant : DOCSIS 3.0 Hardware version : 10 Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 139000000 0.7 37 256 qam 1 2 147000000 0.5 38 256 qam 2 3 155000000 -0.4 37 256 qam 3 4 163000000 0 37 256 qam 4 5 171000000 -0.4 37 256 qam 5 6 179000000 -0.2 37 256 qam 6 7 187000000 -0.4 37 256 qam 7 8 195000000 -1 37 256 qam 8 9 203000000 -0.2 38 256 qam 9 10 211000000 -0.5 38 256 qam 10 11 219000000 -0.2 36 256 qam 11 12 227000000 0.2 36 256 qam 12 13 235000000 -0.2 38 256 qam 13 14 243000000 -0.5 38 256 qam 14 15 347000000 1.9 38 256 qam 27 16 355000000 2 38 256 qam 28 17 363000000 1.7 38 256 qam 29 18 371000000 1.5 38 256 qam 30 19 379000000 1.7 38 256 qam 31 20 387000000 1.7 38 256 qam 32 21 395000000 1.2 38 256 qam 34 22 403000000 1.7 38 256 qam 35 23 411000000 1.2 38 256 qam 36 24 419000000 1.2 38 256 qam 37 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 37 37506135 813077 2 Locked 38.6 193431 36024 3 Locked 37.6 53283 2123 4 Locked 37.6 45627 1539 5 Locked 37.6 34557 1907 6 Locked 37.6 22829 1759 7 Locked 37.3 27275 803 8 Locked 37.6 18276 570 9 Locked 38.6 13821 428 10 Locked 38.6 15725 146 11 Locked 36.6 19200 171 12 Locked 36.6 19469 95 13 Locked 38.6 13178 62 14 Locked 38.9 10716 183 15 Locked 38.6 1711 74 16 Locked 38.6 1419 28 17 Locked 38.6 2184 28 18 Locked 38.9 1868 33 19 Locked 38.6 3943 42179 20 Locked 38.6 2769 993 21 Locked 38.6 2838 40 22 Locked 38.6 1801 27 23 Locked 38.6 3640 15572 24 Locked 38.6 1144 18 Upstream bonded channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID 1 30100000 48.5 5120 64 qam 9 2 36600034 46.8 5120 64 qam 6 3 23600000 48.3 5120 64 qam 10 4 43099997 50.3 5120 64 qam 5 5 49600000 49.8 5120 64 qam 4 Upstream bonded channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts 1 ATDMA 0 0 1 0 2 ATDMA 0 0 2 0 3 ATDMA 0 0 4 0 4 ATDMA 0 0 1 0 5 ATDMA 0 0 0 0 Network Log critical SYNC Timing Synchronization failure - Loss of Sync;CM-