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?616Views0likes28CommentsConnection 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?Moved home, account not activated, and account inaccessible. No WiFi 2 days in.
I’ve recently moved home and had let virgin media know ahead of time. The place already has Virgin installed so only required a quickstart and I brought my equipment with me. Day 1, no WiFi, no option to activate. Called CS they advised 24 hours. 24 hours go by, no WiFi. call again, CS refused to proceed with the conversation because of security questions around the new account that I’ve received no letters/correspondence for. Can’t confirm the bill amount or due date as the account isn’t even showing in My Virgin Media, only my old account showing as closed. rang back 10 minutes later and this time they were happy to speak and put me through to a manager without the security questions for the new property. Advised the kit was still active at old address and they would manually transfer and would only take a few hours. Another 24 hours later still nothing. I have no WiFi, and I can’t talk to anyone about it because I can’t confirm the details of an account I’ve never seen or had access to. has anyone else had similar issues with moving home? Anyways to navigate the abhorrent customer service team?Farcical Situation re botched install
I need some assistance please regarding an ongoing situation, that would be bordering on the farcical if it wasn't happening to me. In a Nutshell, I was due to be installed at my new address after moving, but on the day of the install, the engineer couldn't get a signal through the cable to my address, declared that it was dead, and arranged for someone to come and repull new cable. the next day a more senior member of staff came and checked what he'd declared and agreed with him, and confirmed the repull. The repull team came a few days later, to discover that the first 2 installers had not checked the junction box, and simply hadn't switched on our cable, and as soon as they did a signal came through, so they left having rebooked the install for a couple weeks later. He came to do the install on the 8th September, and was shocked to discover that the original cable did in fact need changing as the final stretch of cable, was full of nicks and has worn casing, exposing the copper wiring, which he warned us would mean signal strength would vary, especially in cold or wet weather, and had top phone a manager to get permission to complete the install, which was done with managers permission, but with photos taken & a promise that the damaged cable would be replaced to prevent against signal loss. Fast forward to December, and I chase the work up as wetter colder weather, meant that as warned by installer, signal kept dropping, tv kept buffering, Wi-Fi kept dropping out, phone calls became almost impossible to hear. I was informed there was no record of the request from the installer, and a tech engineerer was sent round, who agreed that that cable needed replacing. At this point a complaint was opened, as, i had gone three months at this point with a service that was fluctuating badly. The complaint went back and forth before a manager contacted me and advised that the best outcome was to await completion of the work, and then look at compensation etc. I the mean time the repull team came and discovered that they couldn't repull the cable, as, where the installed cable hadn't been touched in the 20+ years since it was laid on the street, the trenches had caved in, and so a dig team was to be booked to redig the trenches so the cable could be repulled and replaced. I was due a visit on the 30/12 but nobody showed up, and 2 calls to find out what was going on, resulted in me being told that they were coming twice, before 6pm passing with no show, and a call revealing they'd been rebooked for the 22nd Jan. Last Monday a guy turned up to take readings from our cable point outside the house, which provided normal readings, he took pictures to send in, but open speaking to me accepted that yes the readings at that point were normal, but that didn't mean they stayed normal, and he couldn't stay all day to capture readings when signal dropped, but promised work would still happen on 22/1 as planned. This morning when paying my bill, I noticed that the appointment had disappeared from my schedule, and rang in again, to be told that the signal test and pictures had closed the work order for the 22nd. I have got an appointment for outside work to be done on the 21st, as a result of my call, and pointing out that the signal test should not have cancelled the work as, the cable was still damaged and still needs replacing. I accept that there isn't a total loss of service, and the readings when tested have registered as normal, whoever I would like it acknowledged that I've never said the service totally didn't work, just pointed out that it does keep dropping out, and that the signal isn't at a normal level 24/7 leaving tv unwatchable, Wi-Fi slow at best and phone calls barely audible. At this moment I have no idea what is actually due to be done on the 21st, whether the permit to do the dig work has been granted and am at my wits end, as I've ben paying £100+ a month for a temperamental service, and being mucked around. I just want to be able to use my services to their full potential, and agree a suitable compensation package for what is now nearly 6 months of a farce. I apologise for the long post, I am just so frustrated with this whole situation.269Views0likes10Comments
Unable to use my new router due to cut cable
Hi Virgin Media community, I have been trying repeatedly to get assistance from Virgin on getting my new internet set up, I have written up a full timeline of the events thus far in trying to get this working: 22nd December - Signed up for Virgin Media, Gigabit plan. Informed that there should be existing connections available so I should be able to set everything up myself. 27th December - Received the router, tried plugging it in but it doesn't work. Followed the cable and found it had been cut by a workman at some point. Called up Virgin Media for assistance and they said they will send out a technician ASAP. 29th December - Technician arrives, while she is friendly and helpful she is unfortunately unable to set up our internet as we are in a third floor flat and a cherry picker is required to replace the damaged cable, it needs to be re-run from the outside. I'm told I should receive a call at some point to arrange this. 5th January - I received no calls so I call Virgin Media myself in the hopes of getting someone sent out that has the correct equipment to fix this issue, I repeatedly inform the agent that I am on the third floor and so need someone to come out that can reach us. 8th January - Virgin Media sends the same technician as last time, she leaves but says she will try to get the correct technician sent out, so I should expect a follow up phone call or email. I waited a few days but received nothing. 11th January - I once again rang Virgin Media myself and stressed the need for a cherry picker as I am on the third floor. The previous technician has put this in capital letters on a note on my account, I am told by the support agent that they are sending the correct person this time. 16th January - Virgin Media sends the same technician a third time, she tells me that she will try to get someone else to come instead. She ends up arriving herself and takes photos for a survey so she has evidence that additional equipment is necessary. It has almost been a month and I am as yet to use a single second of my internet that I have just signed up for, I'm getting very frustrated at the thought of once again having to try and battle with the customer support agent to try and get someone sent that has the correct equipment to actually run this cable for me. Does anyone know what steps I need to take next? If it is impossible to get this set up is it still possible for me to cancel my subscription? If so, how? Thanks for your time.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, EmmaEngineer 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.My neighbour recently got connected but I'm not eligible for some reason
Hi, I've been actively trying to get Virgin to come connect my house for years now. Filling in the form showing interest dozens of times but have had no success in the 10+ years of living at this property. Recently my neighbour inquired about getting Virgin and had to get permission to have Virgin come and potentially run the line across my property. This has now come and gone and I know that my neighbour has access now. I've called to the customer support team to try and get an engineer out to survey/connect my property but only get transferred from department to department with nobody knowing what to do in this situation. Allegedly an engineer came out and decided it wasnt economically viable to pursue connecting the property but how come my neighbour who's further from a main road has been connected? I'd greatly appreciate any help in this matter. Thanks.117Views0likes7CommentsPartial service (DS only)
Hello, I am making this post to get some help in regards to partial service(DS only). I have had intermittent connection and had an engineer come in today who installed a signal booster box and said that the signal was too low. I have checked service status dashboard (https://www.virginmedia.com/help/check/status/result) and it shows as my installation has been cancelled. I am getting quite frustrated as this is now 1 week with these issues since I got my new contract and got a new hub 5. Internet keeps constantly dropping and speeds randomly drop every 20 minutes or so. Check attached pictures and please let me know if you need anything else as I really want this to be sorted.
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?Partial service (DS only)
Hello, I am making this post to get some help in regards to partial service(DS only). I have had intermittent connection and had an engineer come in today who installed a signal booster box and said that the signal was too low. I have checked service status dashboard (https://www.virginmedia.com/help/check/status/result) and it shows as my installation has been cancelled. I am getting quite frustrated as this is now 1 week with these issues since I got my new contract and got a new hub 5. Internet keeps constantly dropping and speeds randomly drop every 20 minutes or so. Check attached pictures and please let me know if you need anything else as I really want this to be sorted.
