Still no broadband service
Good afternoon, I have had an engineer come out this afternoon to replace an external cable for my broadband however he has been unable to replace the cable due to a blockage. He has said that other engineers need to attend to remove the blockage, he says this can take a few weeks. We have already been without Internet for over 2 weeks and have had 5 cancelles engineer visits so far. I have had to take annual leave as I work from home and have no access to Internet. He has told me that I may be able to get a dongle provided so I am able to work. Can you please confirm if this is correct? To be honest, my experience with VM has been absolutely awful so far and I will be leaving at the earliest opportunity if this isn't sorted promptly. ThanksWiFi cutting out
Hi, We are new to virgin media broadband. But so far I'm really unimpressed and disappointed with the broadband. We have a hub 3. I've done so of the broadband tests on the app and online, which say it's running fine. Yet my son on his tablet and ps5, as well as our mobile phones, every so often lose connection. Also my son says his ps5 is very laggy. We were with Vodafone before for a few years, on a lower speed to this, but we never had any problems. Can anyone please help? Thank you.
Connection issues
Hi I have a fellow virgin Broadband account holder who has been having issues with his connection. The initial fault was found in a remote connection which was eventually sorted. He has however still got no connection and has spent many an hour waiting on the phone to get no result. He is a builder and it's interfering with his ability to get quotes across and order supplies. Whats his best course to get this sorted. He is not very technically minded so really needs an engineer at his address to sort it. Thanks Nigelslow speed to hub5
Hi All hopefully someone can help or advise on this issue that I have been experiencing since September 2024 i upgraded to the 1Gig package from my previous 350meg in Feb of 2024 along with this they also upgraded the hub from the hub3 to the hub5. Initially it was all fine for a while the hub was receiving the 1Gig speed coming into the home according to samknows/realspeed checker - then from September 2024 onwards the hub itself is not receiving anywhere near to that sort of speed. please see screenshot below - did this check while writing this post. i always get around 200 average coming into the hub5 for whatever reason. Virgin Media engineers have been out to my home on several occasions since this issue has started - i have had 6 visits so far till date and they still cant fix this speed issue. throughout these visits they have re-pulled the cabling with brand new cable on the outside, they also replaced the cabling internally with new cable, they have also checked the cabinet on several occasions, also have replaced the cable box on the inside of the home, and have also replaced the hub5 once so far BUT the issue still exists... still not getting the 1Gig speed... i am frankly fed up with this i feel like i should be entitled to some sort of compensation as the agreed speed is not being delivered to the hub itself thus is a breach of contract. during my time on the 350meg package on the hub3 i never had this sort of issue - always received the full speed coming into the hub - this has only been happening since upgrading to 1Gig if anyone else on this community forum has experience similar issues like this please can you assist in advising what can be done or how to resolve this issue, thanks!!Unresolved High Latency - Terrible customer service.
Hello, Im a customer of roughly 10 years+ and I’m experiencing ongoing broadband performance issues with Virgin Media since January 2025, including high latency, packet loss, and inconsistent speeds across both wired and wireless devices. This has made basic internet use — like streaming, using virtual desktops, or even signing into websites — extremely unreliable. Despite: • 3 engineer visits • A new router • Countless phone calls and promises …the issue is still unresolved. Third-Party Diagnostics: I had a third-party company run diagnostics, including a traceroute. Their analysis showed: • Data travels smoothly until reaching Virgin Media’s Luton data centre • From there, it appears to hit a problem with overloaded infrastructure or routing before reaching my home. • The traceroute could not even complete beyond Luton, indicating serious issues in the Virgin Media network itself They confirmed that the fault appears to lie within Virgin’s internal routing and node load balancing, and not with anything in my home setup. Complaint Handling Issues: This has been escalated through Virgin Media’s complaint process — but their handling of the complaint raises serious concerns: • A manager promised I could send in my diagnostic evidence via email — but never followed up • Another manager claimed engineers could “re-route” data to avoid congestion — this never happened • Virgin Media has closed my complaint without my consent, even though it remains unresolved • They have told me to wait up to 28 days for a deadlock letter, preventing me from escalating the issue to the Communications Ombudsman • They promised the 3rd engineer could re-route data, but he didn't Ofcom General Condition Violations: This handling may constitute a breach of the Ofcom General Conditions of Entitlement, including: • GC C4.5: A provider must not close a complaint unless the customer agrees it is resolved or they issue a deadlock letter • GC C4.8: Providers must not unduly delay issuing a deadlock letter • GC C4.1–4.4: Sets expectations for fair, accessible, and efficient complaint handling Additional Issues: • The Virgin Media website and app often fail to load, meaning I can’t manage my account or track the complaint properly • Some sites won’t even load until I refresh several times, High ping, Buffering and Low Quality Streaming • I’ve seen others on this forum and elsewhere with similar unresolved latency and routing issues I am in the process of escalating to the Communication Ombudsman since VM want to issue an unnecessary and long 28 day wait for a deadlock letter and the issue is obviously unresolved and at a deadlock with managers contradicting each other. I just want my normal internet service back.Very frustrated, we had no broadband for 2 days
Hi we haven’t had any internet for 2 days now, I have tried everything and I’m just thinking about leaving at this point. I called the fault line countless times for my details and it just hangs up I also tried the bot chat and it times out or advisors just leave the chat without helping. I have followed the guides but my Hub 5 light just flashing green and will not connect. does anyone know how to contact them even if it’s to leave.Broadband payment not working
Hello. I have tried three times to buy virgin rolling monthly broadband and I get to the final stage and then the payment fails. It says “oops something went wrong, looks like the page has been moved or deleted”. please can someone help so I can get some wifi set up. thanks, MaddyMoved home, account shows as closed
I have moved home and my broadband was supposed to be available at my new home today. It isn’t and I haven’t been able to speak to anyone at Virgin who can help me. Logging onto my account shows my old address and a closed account. I need internet so I can work. Not impressed with the service provided.Brand new router no internet connection
I have just received a new router as I have moved into a new house. I’ve followed all the instructions perfectly, the router is connectable but has no internet connection. I’ve followed all the troubleshooting steps but nothing changes. The router boots up with a green light and the wifi symbol is shown, once the connection is discoverable it turns to a white light. Any ideas?
