Payment taken but order failed?
Hello all, Last night i placed an order for a non-contract broadband package went through all the steps and after making the upfront payment of £80 the page went to an "opps, something has gone wrong". I can see a pending payment of £80 in my account to Virgin media. After 10-15 minutes i didn't recive any emails saying indicating the order had gone through or details of next steps. All i have Contract summary sheet number that was genterated before the payment was taken. I spent an hour on the phone to yesterday and was bounced around all different departments and no one was able to provide much help. (Customer serivces, Callback number, new accounts team) As far as virign media is aware the account was not created, so i dont have a account number. What are the next steps, will the payment be evetually refunded when the system relaises there is no account it has been paid to? Many Thanks, Luke.Contract renewal - severe loyalty penalty
After almost 15 years with different Virgin Media contracts, my existing Virgin Media package contract comes to an end in August. I tried to look at options via my online account a couple of weeks ago but there was nothing available - just a message saying oops there is a problem and to call up or use chat. So I tried to login to my online account last week, this time I was forced into re-linking my Virgin Media and O2 accounts (which were already linked!). All seemed well until I tried to login today and was unable to getting in instead receiving an IDF-12B error message and advising to call in to get help. Aarghhhh. Looking on posts here, it seems I am not alone with this issue and it is taking multiple calls and days/weeks for people to resolve with the help desk. So what does this mean: I cannot access my account online; It makes it very difficult to cancel the agreement; It means I cannot see any potential new contract offers. After my last round of contract renewals where I was bombarded with multiple calls a day, all offering the same package but at wildly different prices even in the same day (some were 50-75% higher for the same deal!) I am loathe to try chat or calling up the call centre. So I tried to contact someone via this forum who was very helpful in resolving issues in the past. After no response and a chaser I got a note from someone else telling me not to contact the team directly and instead to post via the forum. So much for customer service! I then got an e-mail advising me that my contract was coming up on 23 August and that my existing package will go from £77 per month to >£219 per month if I do nothing - this is not going to happen.... The e-mail helpfully told me that a new customer could get a similar package for £79 per month but as an existing customer I would pay £190 for the same package...hmmm... does this sound like a fair and equitable way to treat loyal customers? Weren't OfCom looking into this issue specifically after a similar problem with the insurance industry penalising existing customers? This makes no business sense either as if the prices are so uncompetitive that I leave, then there is a cost and the waste of returning VM equipment, sending an engineer out to the local box etc.... So the long and the short of this post is please can someone from the team contact me directly to discuss a sensible price for a new contract with the same package I have now, otherwise I will be leaving and issuing notice tomorrow.FTTP Connection Failing Frequently
I have had my connection drop three times since 11am yesterday. I tried support earlier today but they are only able to follow a script and as I am using the Hub 3 in modem mode I gave up. The VM support people need better training to know when following a script won't help. I'm seeing these errors: 29/03/2025 12:02:6 Warning! RCS Partial Service;CM-MAC[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 12:02:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 12:01:36 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 12:01:36 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:56:32 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED]CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:56:31 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:56:15 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:56:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:54:18 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:54:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:54:15 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:54:14 notice LAN login Success;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:53:1 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:53:1 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:52:53 Warning! RCS Partial Service;CM-MAC[REMOVED];CMTS-MAC=[REMOVED]CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:52:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:49:42 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:49:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:47:39 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:47:28 notice NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED]QOS=1.1;CM-VER=3.0; Here's the channel data... Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 138750000 1.9 37 256 qam 1 2 146750000 2.2 37 256 qam 2 3 154750000 2.2 38 256 qam 13 4 162750000 2.2 37 256 qam 24 5 170750000 2.5 37 256 qam 27 6 178750000 2.4 37 256 qam 28 7 186750000 2.5 37 256 qam 29 8 194750000 2.2 38 256 qam 30 9 266750000 2 38 256 qam 9 10 274750000 1.7 38 256 qam 10 11 282750000 1.5 37 256 qam 11 12 290750000 1.4 37 256 qam 12 13 298750000 1.2 37 256 qam 14 14 306750000 1 37 256 qam 15 15 314750000 1.2 37 256 qam 16 16 322750000 1.2 37 256 qam 17 17 330750000 1.2 37 256 qam 18 18 338750000 1 37 256 qam 19 19 346750000 1 37 256 qam 20 20 354750000 1 37 256 qam 21 21 362750000 1.2 37 256 qam 22 22 370750000 1.4 37 256 qam 23 23 378750000 1.5 37 256 qam 25 24 386750000 1.7 38 256 qam 26 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 37.3 3261 16646 2 Locked 37.6 3047 15985 3 Locked 38.6 2890 17542 4 Locked 37.6 2774 18691 5 Locked 37.6 2799 18014 6 Locked 37.6 2860 19067 7 Locked 37.3 2809 17988 8 Locked 38.9 2803 18912 9 Locked 38.6 2740 18911 10 Locked 38.6 2874 19388 11 Locked 37.6 2818 18843 12 Locked 37.3 2854 19148 13 Locked 37.6 2895 17879 14 Locked 37.6 2884 18297 15 Locked 37.6 2949 18701 16 Locked 37.6 2932 18544 17 Locked 37.6 2985 18011 18 Locked 37.6 3049 18464 19 Locked 37.3 2913 19024 20 Locked 37.6 2911 19482 21 Locked 37.6 2915 20867 22 Locked 37.6 3015 19803 23 Locked 37.6 3139 19974 24 Locked 38.6 3209 20139 As you can see I am getting a lot of errors. I've proved to myself that my equipment is all working correctly and that the Hub 3 is going offline. How can I go about getting this fixed?Micro Internet Outages Every Few Hours
Hi all, All help greatly appreciated. Setup : Smart Hub 5 (modem mode) Issue : Every few hours my internet drops for approx 20-30seconds and then recovers. Observations : There is a lot of US profile assignment change logs. I think this are related to the times when my internet drops. "US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=" Seen a couple of these in the current log. Nowhere near as prevalent "DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=" Various errors logged (see screenshots below) What's changed? Have been running the Smart Hub 5 in router mode recently. Don't remember observing this initially but not 100% ruling it out. However, based on the Smart Hub logs it feels this is Smart HUB to Virgin infrastructure issues instead of it being my router plugged into Port 1 of the Smart HUB My next door neighbours recently has had Virgin Media broadband installed. Again I did not notice this initially so think again this is not related. System status : [Seems to be a lot of errors being logged such as] Adding upstream stats for reference And overall status Thanks in advance for any help or guidanceFlex / stream not allowing subscriptions to be added
I have recently joined Virgin and had a Flex stream box installed. My first impression is that I'm very happy with the box, it is proving to be alot quicker than BT. However, I'm unable to manage my Stream Box subscriptions so I can't add/remove any subscriptions to the box (Sky Sports or TNT Sports etyc). When I try doing it through the box, I just get an error message telling me there's a technical problem at the moment and it shows me a QR code that takes me to virginmedia.com/manage-stream. When I use this link and log in to my account, I can see that Stream is on my account but when I click on Manage, I get an error message again and I'm unable to add or remove anything. This has been going on for five days now. I've checked online and found quite a few posts on this forum about this so I'm not the only one having this problem. However, I haven't been able to find any solutions to this. I have raised the issue with the help line and they sent out an engineer to change the box but that didnt work. The engineer then spent an hour on the phone trying to resolve the issue but without any joy. Having looked through old streams on this community it would appear that the box / account hasnt been activated correctly, in a previous stream from 2022 it was suggested that someone from Virgin help team send a "hit" to the box and that activated it. However I can not get through again on the help desk to make that suggestion. Has anyone else had this issue recently? Does anyone have any ideas of how to approach this and how to fix it? Based on previous posts, calling VM seems pointless as customer service don't seem to know what a Stream Box is. Is anyone on this forum able to help?High latency errors on my network (Superhub in modem mode) - Logs attached
I have my Superhub in Modem mode and have a UniFi setup at home. Speed 1Gb up / 100Mb down. Getting an error every night: "Primary internet is experiencing high latency. Please restart the modem or contact the ISP if this persists." Anyone see any issues in the logs? (obscured the MAC's) Network Log Time Priority Description 11-01-2025 10:52:25 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 04:43:02 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 04:43:02 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 04:32:55 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 04:32:55 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 02:51:47 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 02:51:47 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 01:48:23 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 11-01-2025 01:48:23 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:32:51 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:26:39 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:26:39 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:22:52 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:16:36 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 16:16:36 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 14:56:00 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 13:05:08 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 13:05:08 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 12:55:03 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 10-01-2025 12:55:03 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 20:01:30 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 19:56:40 notice US profile assignment change. US Chan ID: 6; Previous Profile: 13; New Profile: 11 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 19:56:40 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:58:16 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:52:31 notice US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:52:31 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:22:20 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:12:02 notice US profile assignment change. US Chan ID: 6; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 09-01-2025 18:12:02 warning DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 08-01-2025 08:21:56 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 08-01-2025 08:20:37 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; 06-01-2025 14:17:40 warning RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=7c:16:89:xx:xx:xx;CMTS-MAC=80:e0:1d:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1;Website users from Virgin Media can't access my website, DNS resolution gives the wrong IP
Symptoms: Users from Virgin Media trying to connect to my website can't, it gives them different types of errors related to SSL. After some troubleshooting, I found that the DNS resolution from VM serveres returns the incorrect IP address. Instead of my server's address (which works for everyone else), it returns [MOD EDIT: ip address removed] - lang-sspipxny.network.virginmedia.net. No clue what's happening here ? Is it some kind of blacklist from VM ? I used to have the website on a different domain name and everything was fine, now that i changed to a new one this happens. Also this is just a gaming organization website (organize parties and stuff) nothing extraordinary. Any help appreciated.Direct debit changes and money taken
I've tried to change the account my direct debit comes out of. It said I needed to make a payment before it would let me do that. So I paid the amount it said using my debit card, got a confirmation email, and tried to do the rest. The website and app are both telling me I still need to make a payment, and it is saying a payment will be taken next month (even though I just paid). I've tried using the AI advisor but it either doesn't answer my request properly or it says it'll send me a WhatsApp which never arrives. I tried phoning and it just said "we'll send you a link to change your DD", and then hungup. So, my questions are: 1) why won't it recognise that I've made the payment? 2) why won't it let me change my DD? 3) Why can't I just speak to a person that could give me the information I need, resolve the issue with the payment, and change the direct debit?
