Loss of Service in NW6
It's been nearly 48 hours since internet has failed in the postcode NW6 6LN. VM claimed to have solved the issue last night but internet is still not back on - despite switching off/resetting the router several times. Online service status no longer records an issue, even though internet is clearly still not working. We have an engineer booked for Thursday but cannot wait that long without internet. I have tried calling repeatledly but each time I have been automatically disconnected and fobbed off with an SMS claiming to provide next steps through a weblink that turns out to be expired. This is unacceptable service. Can someone please confirm asap whether the issue is still an area-wide issue and is being looked into, and provide a timeframe for resolution? My contract with VM is up in a couple of weeks and at this rate I will not be renewing it due to the price increase and poor service. Thank you.Wifi booster/pod
Hi, I've recently changed from Sky to Virgin Media and have the mega fast 1.1gb internet package. However, my devices upstairs in my house only pick up 70% wifi strength and are running at 150mbs so no where near the max speed. I want to order a booster or pod to increase the wifi strength upstairs but don't seem to be able to do this from any of the virgin apps. Can someone tell me how best to order one please.No service for 3 weeks
F011698602 Had absolutely no internet, TV or phone for 3 weeks now. We have identified the problem and an engineer is on their way... where's he coming from? Absolutely useless customer service on the phone, just gives me same info as text updates, the repair just keeps getting delayed by 3 or 4 days all the time. It's like living in the dark ages! Plz someone get my net back!Device connects to WiFi but not Internet? Hub 4
I’ve got a new Roberts Revival radio that I can connect to our Virgin Hub 4, but despite connecting to the WiFi network, the device seems to not be able to connect to the internet. This is isolated to this one device, all other devices connect to the Virgin WiFi and internet perfectly fine and I’ve never had this issue with any other device so unsure what could be going wrong. The device is able to connect to the internet fine when I use my local iPhone hotspot WiFi, or connect to one of our BT WiFi extender discs so assuming it’s something specific to the way in which the device is interacting with the Hub but can’t for the life of me work out what might be going wrong! Any advice would be much appreciated, I’m very much a rookie at diagnosing with WiFi and internet network issues.Engineer didn't turn up! :o(
Sorry but I have a complaint... I had an engineer booked yesterday (Sat 8th) between 4 and 7. I was out before hand and had a missed call from my neighbour at 2pm. When I called her back she said there was a VM engineer that turned up... 2 hours early! He told her he would return at around 4. I was annoyed he came early but didn't think anything too much of it as he said he was going to return a bit later. 4pm came and went and 7pm came and went, no engineer. I'm really cross with this as he was meant to fix missing TV channels on my newly 'upgraded' V360 box. I've had to rebook another engineer next Saturday (15th) same time. I tried to call 150 but couldn't get through to anyone. What is going on with Virgin Media!! I've also had a new router installed, hub 5. I've had internet teething problems since but I'm now thinking this could be an external problem. Unbelievable.
Ongoing widespread problems?
Can anyone from VM confirm what the ongoing issue with connectivity for what looks like a large number of users (according to various access trackers). Our broadband (in BN41) has been totally unreliable for the past few days - it's been off more than on for most of that time. The system tracker shows 2 issues with resolution times that have already passed. Any updates appreciated!Intermittent WiFi
Hello, Long time Virgin Media customer. Wanted to seek advice on my internet connection. I keep getting intermittent internet connection for the last 2 weeks. My usual set up was Hub 5 connected in modem mode to ASUS router. After issues started, I have tried resetting/rebooting both routers with no lack. Today, I have reverted back to using the Hub 5 as a router and the connection seems ok, but upon login to router settings I can see these warnings: DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM- and US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.;CM- Could someone advise if this is normal to see these? Also, can Virgin Media block 3rd party routers somehow (shadow ban) from working properly when in modem mode, as I had similar situation around 2 years ago, I swapped my old ASUS router for another one and the issue was solved? thank you!Broadband Issue Keeps Getting Delayed
To whomever might be reading this, hope you're doing well. I will attempt to be civil, but I apologize in advance if I come across angry - Virgin Media and their customer service have really been doing my head in these past couple of weeks. The situation is simple, really, here is the chronology: 1) Been with Virgin Media close to 3 years and have (mostly) had no issues. 2) Sometime around the 1st-2nd of this month (December) my internet (cable and WiFi) completely cut out for an extended and pretty disruptive period of time. From that point onward it became intermittent, working perfectly fine for a few minutes, then cutting entirely for a some more time, and so on and so forth. 3) Checking the Virgin Media status page I could read there was a "Broadband Issue" at my postcode, and that the outage had been "Identified and Raised", and that Virgin estimated it would be fixed the morning of the 3rd of December. 4) On the 3rd of December, the status updated to say the estimated fix date would be the 9th. 5) On the 9th of December, the status updated to say the estimated fix date would be the 11th. 6) On the 11th of December, the status updated to say the estimated fix date would be the 16th. 7) Today, the 16th of December, the estimated fix date has changed to the 20th... 😎 What will happen on the 20th? Place your bets - my bet is it will keep getting delayed. Is this a joke? It does't help that speaking to a human being, be it via phone or otherwise, is made borderline impossible by the Virgin Media customer service team. This intermittent internet is entirely disruptive to my livelihood. My freelance work depends on me being able to download and upload large quantities of files daily. I repeat, I CANNOT WORK while this issue is ongoing. Considering Virgin's inability to give me an adecuate estimate for the fix, and the fact that they offer no warning on delays whatsoever until the very day that they estimate, as well as no alternative or solution, is starting take a toll on my finances this month an beginning to strain my relationship with employers who understandably will not be too eager to hire me or my shoddy internet again. I find it absolutely inexcusable to be serviced like this by what should be a stable and competent company. Not only does it tell me that they do not care about me as a customer, it also tells me they don't respect the role they play in people's lives. Am I going to have to start asking for financial favours this Christmas because Virgin Media keeps waffling me around like a toddler? I have absolutely no doubt that after this experience I will not be renewing my contract, and frankly I will not be using Virgin Media's services ever again if I can afford not to. Nonetheless, I still have a fair few months left on my contract, and I expect to receive the service I am paying for. I appreciate that not all technical issues are caused or can be fixed by Virgin, and that they depend on third parties for a lot of these things, and that those can delay the process... but that shouldn't be my problem. This is much more an issue about communication, respect, accountability and decency over any specific techincal issue. I also appreciate that customer service across many industries has become progressively worse over the past couple decades, but again that race to the bottom is not an excuse. The fact that I need to post on this forum for a human being to potentially give me further information on my issue is infuriating. If you're a Virgin Media employee looking at this post, I appreciate that this is not a problem you have personally caused, but PLEASE for the love of god help me understand: 1) What is the issue with the internet in my area? 2) Why is it taking such an embarassing amount of time to fix? 3) When can I ACTUALLY expect it to be fixed? 4) How do you recommend I deal with it in the meantime? Is there a temporary solution Virgin could provide? 5) Am I entitled to any compensation? Considering the wording in the compensation docs, it seems like unless I've had ZERO internet continuously for 48 hours (as opposed to intermittently), I am NOT entitled to compensation. If this is true, this is the slimiest part of this whole thing. 6) If whoever is reading this cannot really help me, could you at least tell me what the ideal way to escalate this situation is? A formal complaint? Should I submit something to the Ombudsman? Or is it just more efficient to take this whole thing to court? To any and all employees reading this who might be able to help with these questions, please DM me so I can give you the details of the account in question (it is not tied to the account I'm writing this from). To anyone else who might be passing by because they have similar issues, my condolences, hope you find a better internet provider someday.Wi-Fi Green flashing light
Can anyone help me out please. I work from home and my internet has been playing up recently. Now today I can’t connect at all. The WiFi tab at the top stays a solid green and I can connect but nothing loads at all. I’ve unplugged it all, factory reset it , tried everything. The bottom long light goes solid green while the internet tab flashes green. It does this for roughly a minute or two. Then the internet tab goes off along with the bottom light. The process starts again with the bottom light flashing green then goes solid and the internet tab flashes green and over and over. Got an engineer but can’t come until Sunday and I work from home. Anyone had this happen to them? 😞
