No Internet and repair date is being pushed
I haven't had internet since Wednesday. The system keeps pushing back the date. I need internet for work and have no idea what is going on. First it was supposed to be fixed on the same day, then two days later and now a week later. I cannot reach any customer service support. What is going on?Intermittent connection for nearly a month (Hub 4)
I'm at my wits' end with this issue. Status page always says intermittent signal, when the 24 hour countdown on this runs out it just resets to 24 hours, making it impossible to actually get help through that avenue. Going through AI assistants makes me lose the will to live. (Seriously, F all companies that are using AI assistants, AI is the biggest backwards step in recorded human history). I'm convinced that Virgin have created an elaborate wall of fake technical support designed to make it as difficult as physically possible to actually get real assistance. In a nutshell, we've had an intermittent service for about a month now. Rebooting the hub usually (but not always) fixes the problem temporarily, leading me to believe the issue is with the hub itself. We've had it for about four years now, and we've had previous hubs die on us over time before. Sometimes we can actually go several days without issue, only for it to start recurring with high frequency again, but right now it's going on and off every couple of hours or even less. Right now I can't even connect to the hub via the usual 192.168.0.1 address to perform a reboot, which is bizarre because I'm connected to the network just fine; I can ping other local devices. Just no internet connection. Apparently Virgin are performing scheduled maintenance in my area tomorrow morning. If the problem isn't resolved after that I will be fully convinced it's our hub that is fubar.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.Internet randomly dropping out since service outage.
We had some internet and TV problems last week due to a service outage in our area. On Wednesday the 20th I received a text message saying that the problem was fixed and that everything was up and running. Since then we have had nothing but problems with our internet dropping in and out randomly sometimes for hours at a time, sometimes coming on for 5 minutes and then dropping out again. I have checked all our cables are connected properly. I have reset the Hub 3 multiple times. I have removed all the ethernet cables that were connected to our Hub 3. I have also reset the Hub 3 to the factory settings. Nothing has worked. Usually the hub 3 shows a solid green light at the bottom, the up/down arrows flash green and the WIFI symbol stays solid green. Other times the bottom light flashes green, the up/down arrows aren't lit and the WIFI symbol stays green. It can switch back and forth between this light show for hours or sometimes just 10 minutes. We've been trying to keep track of the rough up and down time of the internet connection. This is from Monday 26th August. Off first thing in the morning. ON 10:18AM OFF 11:20AM ON 11:36AM OFF 12:20PM ON 12:40PM OFF 12:58PM ON 1:05PM OFF 1:24PM ON 1:55PM OFF 4:57PM ON 6:00PM OFF 6:10PM ON 6:14PM OFF 7:49PM ON 7:57PM OFF 8:01PM ON 9:09PM OFF 11PM Every day before Monday is like this on and off randomly all day. I did login to the router a few times after the internet had come back on and managed to get these from the logs: 25/08/2025 13:34:50 critical No Ranging Response received - T3 time-out;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:34:19 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:32:59 critical No Ranging Response received - T3 time-out;CM-MAC=18:3b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:32:56 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=1;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:31:40 critical No Ranging Response received - T3 time-out;CM-MAC=b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:31:39 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:29:56 critical No Ranging Response received - T3 time-out;CM-MAC=1:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:29:55 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:28:18 critical No Ranging Response received - T3 time-out;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:28:16 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:27:14 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:25:37 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=18:35a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:21 critical No Ranging Response received - T3 time-out;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:12 Warning! RCS Partial Service;CM-MAC=1:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:12 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:5 Warning! RCS Partial Service;CM-MAC=18:7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:23:4 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d1:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 13:00:28 Warning! RCS Partial Service;CM-MAC=182;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:56 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=1b;CMTS-MAC=04:;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:14 Warning! RCS Partial Service;CM-MAC=18b;CMTS-MAC=042;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:11:6 critical No Ranging Response received - T3 time-out;CM-MAC=8:ab;CMTS-MAC=04;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:10:46 Warning! RCS Partial Service;CM-MAC=18:ab;CMTS-MAC=01a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:40 critical No Ranging Response received - T3 time-out;CM-MAC=18:ab;CMTS-MAC=042;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:37 Warning! Lost MDD Timeout;CM-MAC=18:ab;CMTS-MAC=04:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:33 Warning! RCS Partial Service;CM-MAC=1b;CMTS-MAC=7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:32 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=18:35:d:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 18:09:30 Warning! RCS Partial Service;CM-MAC=18;CMTS-MAC=04::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:54:55 critical No Ranging Response received - T3 time-out;CM-MAC=18:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:54:52 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18::b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:53:14 critical No Ranging Response received - T3 time-out;CM-MAC=18b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:53:13 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:51:47 critical No Ranging Response received - T3 time-out;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:51:45 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=181a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:50:35 critical No Ranging Response received - T3 time-out;CM-MAC=18c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:50:33 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:49:1 critical No Ranging Response received - T3 time-out;CM-MAC=18:7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 17:48:29 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:35a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:05:49 critical No Ranging Response received - T3 time-out;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:05:48 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:04:46 critical No Ranging Response received - T3 time-out;CM-MAC=18:3:1a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:04:44 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:352;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:03:14 critical No Ranging Response received - T3 time-out;CM-MAC=1b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:03:13 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:1a:b2;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:01:43 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:59:23 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:32;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:57:35 critical No Ranging Response received - T3 time-out;CM-MAC=c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:57:33 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:3M-QOS=1.1;CM-VER=3.0; 25/08/2025 20:56:1 critical No Ranging Response received - T3 time-out;CM-MAC=18:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:55:58 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=15 20:54:27 critical No Ranging Response received - T3 time-out;CM-MAC=18:a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:54:24 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:52:29 critical No Ranging Response received - T3 time-out;CM-MAC=18CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:52:27 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=12;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:50:32 critical No Ranging Response received - T3 time-out;CM-MAC=18:2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:49:59 Warning! B-INIT-RNG Failure - Retries exceeded;CM-MAC=18:35:c7:1a:b2;CM-QOS=1.1;CM-VER=3.0; 25/08/2025 20:48:19 critical No Ranging Response received - T3 time-out;CM-MAC=18:3b2;CM-QOS=1.1;CM-VER=3.0; I'm hoping someone knows what the hub was trying to do and failing. And why at one point the Hub 3 thought it was 01/01/1970. Though I'd try here first before ringing as it's a lot easier to post some of the information than explaining over the phone. It's also hard to get time to ring during the working week. I've tried to find as much info as I can get but if there is anything else that would be helpful just let me know and I'll try to get it. Any help would be great as I've been customer since the Telewest days and never really had many problems with any of our services. Posting this using my phone as a WIFI hotspot as the Hub3 currently has a solid green bottom light, a flashing green up/down light and a soild green WIFI symbol. Thanks. [Mod - MACs removed for security]Hub 5 - No internet after factory reset, modem mode not working properly
I've had my Hub 5 running in modem mode with a GLiNet router for ages without any problems. Went away for 3 weeks and halfway through noticed my GLiNet had lost its public IP. Could still get to it through GoodCloud though and Ring doorbell was still working so didn't panic. Got back yesterday and foind it had set itself back to router mode somehow, didnt think much of it and would sort it in the morning. However, woke up this morning to no internet at all. I've factory reset the Hub 5 about 6 times now. The status page says it's got an internet connection but nothing I connect to it actually gets online. Tried my laptop, tablet, phone - all on ethernet and wifi. They connect to the Hub 5 fine but then just sit there with no actual internet. Tried switching it back to modem mode loads of times. Green light comes on like it should but then I can't get to 192.168.100.1 on any of the ethernet ports and my GLiNet router just sits there getting no IP at all. Virgin's website says no problems in my area (SS14). Waited 45 minutes on the phone this morning only to be told there's actually a network fault they haven't bothered updating their systems about. Fair enough if there is one, but the operator won't even consider that my Hub might be knackered until this mystery network issue gets sorted. Thing is, I reckon the Hub 5 has actually died. In router mode it connects devices but gives them nothing, in modem mode it looks right but you can't actually talk to it. That's not normal behaviour is it? Anyone else had a Hub 5 just give up like this? Wondering if something happened while we were away - power cut or dodgy firmware update maybe. Also if anyone's got tips for getting Virgin to actually look at replacing faulty kit rather than fobbing you off with phantom network faults I'd be grateful. Been messing about with this for hours now.2 Months of Dropouts in NW London - Still No Fix & Tired of VM’s Excuses!
Consistent internet drop-outs in NW London for over 2 months now. I’ve called customer support more than 15 times throughout this period and every single time they just ask me to check the service status. It always shows “Broadband issue in your area” with an estimated repair time that keeps getting pushed back again and again for 2 months. This false hope is frustrating and unacceptable! On top of that, I can never get an engineer visit because they keep playing the same game. They’ll say there’s an intermittent issue in the area and ask me to wait 24 hours before booking an engineer. Just before the 24 hours ends, they update the status to say “all fine now” so I can’t book anyone. Soon after, the internet drops again and the whole cycle repeats. It feels extremely sneaky and designed to stop customers from ever getting an engineer. I’ve also called the support line over 10 times in this period. The latest was on 13th Aug when their CS agent (Ben, sounds Philippines) promised me the issue would be resolved by 15th Aug and that he would personally call me with an update or book an engineer. No call was made, no update was given!!!! This shows the problem runs across the organisation. I am really disappointed and on the verge of breaking the contract and moving to another provider. If VM try to charge me any early disconnection fee, I will fight this. I’ve recorded all my calls and kept screenshots of the repeated false promises since early July. Please fix this and get to the bottom of it. Send an engineer to my house and check the cabinet or whatever is causing the problem. Stop giving the same line that “you’re working hard to fix this” - more than 2 months is not hard enough!Recently joined Virgin Media. Hub 5 keeps disconnecting. Not impressed.
I had my 1gb hub installed yesterday morning. Was fine for a few hours and then dropping and disconnecting began to happen, and is still happening now. It is extremely frustrating to deal with, especially considering resetting it does nothing and when I do, it takes a very very long time to reconnect. I had an engineer out this morning to inspect it, and of course there were zero issues when he did, but like a sick joke I've been dealing with this all day since he's left. The network isn't available when I scan for it. The white light will flash on and off randomly, and then sometimes disappear completely for long periods of time. Sometimes it may even flash a blue light. What the hell is happening? On top of this, I'm also having connectivity issues with both of your apps - My Virgin Media won't let me connect to services, and Virgin Connect won't let me browse my hub settings, and even says I must install the hub despite the fact that it is literally installed. To be honest, this is unacceptable. If the hub is the issue here, and it's a known issue, why is it acceptable to issue it for general use?Internet drop off
Hi all, New here as I've only just had my VM hub 5 installed this morning. I have been connected to the internet all day since install this morning, and now from 3pm onwards it has been flashing red, flashing white and ive had no internet at all. My question is, is this normal after a new install? Is there a period where this happens and then sorts itself out or should I be worried about an issue. Any help or information would be greatly appreciated. Thanks
