Junction cabinet in my hedge
Virgin Media applied to the local highways agency to replace a 85cm high cabinet on the highway outside my house in 2023. They actually put a replacement 1.2m high by 1.2m wide cabinet in my hedge, next to my drive. Earlier this year they dug up my hedge looking for cables under the cabinet and the hedge is now wrecked. I can’t replace it with a fence because the cabinet is in the way. I’ve tried complaining but four months later I’m just being fobbed off with excuses or promised callbacks which don’t materialise. I want to escalate the complaint but am not sure where to go. Is it Ofcom or the Communications Ombudsman?House Move - Cannot View Account
Has anybody else actually gotten their account properly linked to their new property after a house move? No matter what I do my email brings up my old address/account details. I flagged my move in October. My broadband was finally installed at the start of Dec (delayed for over a month, but that's a horrific story for another time). Once the BB was installed I flagged to the engineer that my account and app were showing my account as 'closed' and had been for over a month by that point. I was assured this would sort itself within a few hours. I had previously flagged this to multiple advisors on the phone and on webchat while I was dealing with the mess of my BB Installation. Since the start of December I've now spoke to over 9 different advisors on here going through a vicious cycle of having to constantly verify my identity when I simply want the fault to be resolved or even just an update on what the heck is going on. I originally got one IT ticket raised to remedy the fault but it was seemly ignored. A 2nd IT ticket was raised 3 weeks ago and I've yet to have an update of any kind. I raised a complaint via the webchat team 2 weeks ago to try to get some traction on this non-moving issue. Today I've gotten an email saying my complaint is resolved as the fault has been fixed remotely... Surprise surprise it's still not fixed!!! Please can someone tell me they actually got this issue fixed without having to change their email address? I don't understand why my account isn't linking up, especially when I'm getting these misleading complaint resolution emails 😐 6 weeks since my BB installation and I cannot access my account; this isn't right.Connection time-outs every now and then
Hello, My connection is getting annoying time-outs. For several years my connection was stable, but since 4-6 weeks the connection cuts off for 5-60 seconds every 5-90 minutes. Quite random, as you can see. Hub 3 I did all sorts of reboots, resets, cable checks, modem placements and anything I can think of. Happens on all devices at the same time. It goes on like that. The graph doesn't really paint the full picture. I don't notice the yellow spikes, but the red spikes should be 100%. This here is more accurate. Fine most of the time, but then random time-out. Power levels: ~+2 to +3.5 dBmV across all channels. Fine. SNR / MER: ~38–41 dB. Also fine. Post-RS errors are non-zero and fairly high on all channels. Not fine. The network log has it's fair share of Timing Synchronization failure and RCS Partial Service. Sounds like a bad splitter (I don't have one), bad cabling or a return-path issue only Virgin can fix. The outside of the house looks like this, openly at the street (quality work): What do?Engineer Failed to turn up
I signed up to virgin broadband in November 2025. We were told we needed the external work to go through our back garden, so we would need to wait in for the engineer appointment to run the cable through our garden to the cabinet down the street. However, the engineer has failed to turn up on 3 different occasions (today being one of them), with absolutely no communication. I have waited in all day with the kids and have been unable to leave the house and still no one turns up. Then when I contact virgin to try and rearrange the appointment, it’s another 2-3 week wait. It is January now and we have been without broadband for 3 months, as our old provider disconnected us, when we made to switch, which is totally unacceptable and we’re totally fed up now. Absolutely terrible service from Virgin. All you do is rearrange our appointment, over and over again, but nothing happens. I have lost all faith in your company and I have zero confidence that an engineer will ever actually turn up. Can anyone recommend a more reliable provider, who will actually turn up? I work from home, so I rely on the internet. I also have an autistic son, who needs his tablet to help him communicate and regulate.Residential address registered as business
Hi, I have been told my address is currently registered as a business address. It’s a 5 bedroom detached property, there is no business here. Customer service and sales have said that they can manually override this, (which is what they have done in the past as there is Virgin HBB and tv currently live at the address), but I would really rather it be changed to residential to avoid having to jump through these hoops! Thanks, EmmaProof of new address - no response
I contacted Virgin two weeks ago to inform that I am moving house to area with no Virgin supplied. I provided proof of new address but have had no response, even though they said they would be in contact in 3 working days. Currently, I am set to pay a bill over £300 for something which is not my fault. I am very disappointed by this poor service and complete lack of communication. Communication through the app is very poor and entirely through automated chat bots, who do not understand my issue. I do not recommend Virgin Broadband to anyone.Disconnected Despite Renewing
Long story short, i handed in my cancelation in line with the 30 days notice at the start of December 2025. My last day would be 11th January. I received an offer to renew through email on 22nd December of which i accepted. Nothing updated on my system. Over the next 2 weeks i rang Virgin 3 times and spoke to 3 different people who all reassured me my connection will not disconnect and the new contract will take over. Fast forward to today, 12th of January 2026 and my services are off. I have phoned virgin this morning asking what had happened. I told them i called 3 times over the last 2 weeks to make sure this does not happen as i work from home and so does my wife so the broadband is required! (I have full tv / broadband /phoneline etc). They managed to reactivate this however this can now take 24-48 hours for everything to be back up and running. We have been unable to work due to this. It will reactivate at our normal contract price. They have said once it is back up and running give it 24 hours and call us back and we can honour your renewal. Has anyone else had such an issue and how long was it till your services were restored and contract updated? Any help would he appreciated. I am stressed because if is not back on in time i wont be able to work tomorrow eitherCan't log into My VM - "Oops, looks like something's gone wrong on our side. Please try again"
It's been three months since my broadband was set up but I still can't log into my virgin media account, no matter what computer, browser or mobile I use I get the error message "Oops, looks like something's gone wrong on our side. Please try again" I have called up virgin media support team about 10 times with three different support tickets raised and each time they said they would call me back, which they have failed to do every single time. Does anyone have a solution to this problem?
