Virgin 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.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?No internet for 4 days now
A technician cut our cable without warning or explanation outside my home on Thursday (31st July) I called Virgin Media the same day to inform them of this to which they said an engineer would show up the following morning (Friday) to fix the issue but no one showed up. My household has been left without any internet for 4 days and my household members are having to pay out of pocket for data. The next available engineer visit is on the 8th which is simply unacceptable. Automatic compensation hasn’t been applied to my account either despite me informing a rep on 31st July about this issue. Terrible service all around and I’m very displeased. I’d appreciate if a rep could escalate this for me as soon as possible.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-
