Total loss of service, how long till the cable pull
We've had a total loss of service since 19th November, when Surrey Highways dug up the pavement and dislodged a previous repair to our cable. No one else in the street was affected. Since then we have had various engineers out and finally someone has repaired the outer cable sheath and removed the old cable, but we have been waiting for a cable pull ever since (since early December). Obviously speaking to customer service, they assure me that a team will be out to fix it tomorrow and they will be on site from 8am to 7pm. From previous messages here, I can see that is a load of rubbish. Basically I just want to be able to speak to someone who can tell me an approximate date that this repair will be completed. We already have a formal complaint (last contact from VM by letter, they said a team would be out to do the cable pull on Christmas Eve! We have replied twice, but it hasn't been acknowledged yet). Automatic compensation is being applied to our account, we just need an end date because running off mobile data is not fast!Junction cabinet in my hedge
Virgin Media applied to the local highways agency to replace a 85cm high cabinet on the highway outside my house in 2023. They actually put a replacement 1.2m high by 1.2m wide cabinet in my hedge, next to my drive. Earlier this year they dug up my hedge looking for cables under the cabinet and the hedge is now wrecked. I can’t replace it with a fence because the cabinet is in the way. I’ve tried complaining but four months later I’m just being fobbed off with excuses or promised callbacks which don’t materialise. I want to escalate the complaint but am not sure where to go. Is it Ofcom or the Communications Ombudsman?631Views0likes28CommentsDiversity in Virgin Media Engineering team
We had issues with our WiFi when we first set up the Virgin Media router. Engineer Louise (62290) visited our home, and she was absolutely fantastic. She carefully identified the problem inside the house and then went on to fix the cabling in the street cabinet. Louise was incredibly knowledgeable and genuinely committed to ensuring that every part of our home had strong WiFi coverage — and she succeeded. It was also wonderful to see a female engineer representing Virgin Media. As a woman working in software development, I know what it’s like to be in a male‑dominated environment, so being supported by the brilliant Louise 62290 was especially meaningful. Her professionalism and dedication truly made a difference.Connection time-outs every now and then
Hello, My connection is getting annoying time-outs. For several years my connection was stable, but since 4-6 weeks the connection cuts off for 5-60 seconds every 5-90 minutes. Quite random, as you can see. Hub 3 I did all sorts of reboots, resets, cable checks, modem placements and anything I can think of. Happens on all devices at the same time. It goes on like that. The graph doesn't really paint the full picture. I don't notice the yellow spikes, but the red spikes should be 100%. This here is more accurate. Fine most of the time, but then random time-out. Power levels: ~+2 to +3.5 dBmV across all channels. Fine. SNR / MER: ~38–41 dB. Also fine. Post-RS errors are non-zero and fairly high on all channels. Not fine. The network log has it's fair share of Timing Synchronization failure and RCS Partial Service. Sounds like a bad splitter (I don't have one), bad cabling or a return-path issue only Virgin can fix. The outside of the house looks like this, openly at the street (quality work): What do?All surrounding streets have Virgin Media with FTTP except mine
Hello! I live in London, and I have been waiting for fibre for several years. I have checked the fibre rollout map and it looks like in my area, Virgin Media is the only provider available for FTTP, openreach has plans to build but the entire area does not have openreach at all. I currently have FTTC (fibre to the cabinet) with BT but I have not renewed contract in the hopes that I would get fibre by 2026. It's now nearly the end of January and still not a single update since the beginning of last year. Upon further research, I found out that literally all streets surrounding mine has full fibre with virgin media available except mine, which is incredibly frustrating. I have filled out interest forms before but no luck. The only information that I have is that fibre is "planned" but honestly by the time Openreach comes I most likely won't even live here anymore. Is there any way to contact somebody at Virgin Media to come take a look at a possible connection? It's literally a 10 second walk from my street to the one that has fibre, and I believe my other neighbours would most likely sign up as well.SolvedResidential 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, Emma103Views0likes5CommentsPartial service (DS only)
Hello, I am making this post to get some help in regards to partial service(DS only). I have had intermittent connection and had an engineer come in today who installed a signal booster box and said that the signal was too low. I have checked service status dashboard (https://www.virginmedia.com/help/check/status/result) and it shows as my installation has been cancelled. I am getting quite frustrated as this is now 1 week with these issues since I got my new contract and got a new hub 5. Internet keeps constantly dropping and speeds randomly drop every 20 minutes or so. Check attached pictures and please let me know if you need anything else as I really want this to be sorted.Installation at SN67NH at a standstill
Hi Our installation started on Friday, but due to a 'registration' server failure, the installation was stopped 'until later'. The engineer said that they would call back later and confirmed phone numbers, however, they never called back. I have tried to find out when we might get our job completed, but the various routes open to me to make contact and get answers just seem to go in circles. Is it possible to just talk to someone and find out what's happening? It seems like such a simple thing, but there really doesn't seem to be a mechanism to make actual contact with the people that might know what's happening. It's not a good sign, is it? Cheers, Ken