Virgin disconnected my phone, broadband, O2 & Netflix & no idea when they can reinstate it!
Awoke Sunday to no internet, home phone, TV, Netflix or O2 - everything had been cancelled and disconnected overnight. Apparently Virgin Media disconnected me immediately due to the fact I five days ago agreed to a fibre line installed by Openreach in July 2025. Virgin Media assured me Sunday at 10am that I would be reconnected to everything in 3 hours - they let me down. Since then I called Virgin Media >5 times and to summarise Virgin Media admitted it’s not my fault, it was their mistake. I am astonished that a complete disconnection of media services can occur instantly with no texts or calls or anything with the customer to confirm. I also note that contractually Virgin Media are in breech of my consumer rights and are obliged to give notice of 30 days etc when disconnecting services etc. The Virgin call centre on Monday also unhelpfully suggested I just use my O2 sim for internet etc - well I would have but since Virgin Media cancelled my O2 SIM I can’t! Virgin Media reassured me then I would be completely connected again in 48 hours from when the form was submitted by the agent on Sunday 18th May. So service should have resumed at 10am Tuesday 20th May, missing the second deadline agreed now. Two of us work from home and rely on the broadband, plus we have kids so you can imagine! It’s also a nightmare when your mobile sim which you use to authenticate your work / banking apps etc gets cancelled without warning, it’s been enormously time consuming to unravel just that part of it - I don’t think Virgin Media have taken my disconnection issues seriously at it all and don’t seem sincerely concerned about the enormous stress and disruption it’s causing. Later on Monday 19th May I was emailed that Virgin Media have resolved my complaint, magically without even speaking to me again or re-connecting me! They are now requesting I send the equipment back. I’ve wasted hours of time already, so any suggestions of how to expedite reconnection would be much appreciated so I can actually get the services that I am paying for and end this horrible fiasco. I’m trying to speak to someone who can help at the call centre too and not having much luck.
Certain games completely shut down my Internet momentarily.
i play a lot of games and this issue is how happening for 3 games and i really want to fix it!! So ever since switching to the HUB 5 1gb i had an issue where 1 specific game would momentarily disconnect me from the internet that game being The Elder Scrolls Online. I would launch the game and upon reaching the main menu im met with a message along the lines of "Unable to connect to servers" normally i would just wait for a moment and it would allow me in after my internet comes back online. Recently 2 new games released and the same thing is happening 1 of which is a lot worse than the other and stopping me from playing the game entirely, Delta Force: Hawk Ops and today Arena Breakout: Infinite. Both of these games use the same loggin service called "Infinite Pass" which is entirely seperate to Elder Scroll Online so can't find the thing thats bridging these 3 games together to cause this behavior. With Delta Force i do the same as Elder Scrolls and wait for 5 minutes until the internet stops crashing and then i can play perfectly fine. Then with the most recent game that release today Arena Breakout i physically cannot connect to the games servers. I launched the game and the entire internet crashes and literally can't reconnect until i quit the game. Now i am 1000% certain this isn't a me issue on my PC because 1). This all started when we got "Upgraded" to the HUB 5 and 2). I have totally rebuilt a new PC since owning the HUB 5 there isnt a a single part in my PC thats the same as before when i first noticed this issue and still this issue persists on a totally new PC. The CPU, GPU, Motherboard, Ram, PSU, M.2's even the operating system. The only thing that remained the same is the HUB 5. We have had engineers out to fix issues that started for the whole household when we upgraded, like random drop outs etc, i mentioned this issue to the engineer and he seemed clueless about it but he seemed clueless about the entire situation as a whole anyways and just proceeded to change all the hardware. It fixed the drop outs but never fixed the fact that Elder Scrolls Online would for some reason crash the internet. Then i bought all my new PC parts and built a new system and still the issue was continuing. The Elder Scrolls Online is not a small games its very popular MMO with millions of users made by a very big studio and i can find no record online of this happening to anyone apart from 1 other post, lo and behold this other person was a virgin media customer but there was no replies and no signs of it ever being solved. By this point i really am done with Virgin Media and i really wish i could switch ISP but this company holds a monopoly in my area and i cannot get decent speeds with anyone else. You take my money, every time i "upgrade" with you more issues arrise and its a never ending cycle. Your company made me seriously think that it was my hardware was the problem to the point i spent over £2000 building an entirely new system and it was never me it was your trash internet this whole time. I dont know what the issue is, im not sure if you have some kind of firewall or block against these 3 specific games servers but i want someone who knows what theyre doing, knows what theyre talking about to fix this issue ASAP please because its getting ridiciulous.Internet dropping out for 30 seconds daily
My internet drops out for a couple of seconds every day. I only notice it happen in the evening, when I'm gaming. I have kept track of every time it has disconnected. It will reconnect itself, but the outage last long enough that I am disconnected from any game I am playing. Outages happen at the following times: 19:33 15/03/25 17:08 16/02/25 19:57 16/03/25 20:03 16/03/25 20:57 16/03/25 22:19 16/03/25 20:12 23/03/25 19:06 25/03/25 19:26 25/03/25 22:51 26/03/25 23:54 26/03/25 I have tried turning off intelligent wifi in the router settings, but this has not solved it. Send help.Consistent network disconnection only when attempting to play games
I've been dealing with persistent network disconnections that only occur when playing online games. This issue has been ongoing for about four weeks and has become increasingly frequent. While gaming, the router intermittently loses its internet connection, but the connection stabilizes once I stop playing. I'm using a wired connection to my router and have attempted multiple troubleshooting steps. I've reset the router both via the recessed reset button and by unplugging it, but neither method has helped. I even upgraded to new Cat8 Ethernet cables, yet the issue persists.Disconnected 2 Weeks Early!!!
I organised a disconnection from Virgin for 1st September 2024. This was clearly understand as I had an email from Virgin confirming this. However on 14th August 2024 I was disconnected early. This is a massive issue as myself and my partner work from home as well as needing WIFI for general personal life especially as we are in the process of moving to Australia. After being stuck on the phone for ages I finally got through to someone who told me this was disconnected due to a "technical error" which looking at the amount of people this is happening to I do not buy. We were told we would have to wait 24-48 hours to get back online. Well we waited over 24 hours and thought we would check on the status and have now been told on whats app that our reconnection was rejected! What is going on! We need to get back online asap. This is ridiculous and taking our money for no service. Not to mention some of the worst customer support possible. Please can someone help us get back online.Broadband and Telephone connection keeps dropping
Hi, For the past few weeks I have been having Internet and telephone issues. The connection just drops and ok my phone it says connected without Internet. I have done reset pin hole and reboot. Even factory reset nothing seems to helps. Since yesterday it's gotten worse. Before it was dropping but not as much. Yesterday night it was constant it would start working for like 5 mins then would drop again. I have spoken to VM cust service a few times and gone through steps to rectify it but they kept saying we have sent a 'signal' that should help, but it hasn't. They've been pretty useless, they were going to charge me for engineer visit so I said no and phone a day or so later and they booked engineer without any money so I don't get it they waste so much time chatting crappie, I guess I did phone after 6pm so I was probably though to a call centre out of the country.🙄 I've even had an engender come out and he said it was fine it much be something else causing it and he would take a look but still I am having this issue. There are no issues on the area. When my Internet goes down so does my telephone line. I can't do without a line as I have phone calls constantly coming some of which are appointments for my elderly parents. I have added screenshots below. And guess what its disconnected while i was typing this 😡Intermittent drop outs, MS Teams, Twitch, Discord, VPN
Hi My Virgin connection seems to be "glitching" for want of a better word. It doesn't disconnect fully and the speed is fine but certain applications experience drop outs, for a few seconds. Microsoft Teams calls will drop periodically, sometimes just freezing sometimes disconnecting Twitch streams display rotating wheel indicating a buffering issue, happens regardless of stream being watched Discord will randomly disconnect from voice chats, again only for a second or two. VPN will loose connection then reconnect within a few seconds. Online gaming can also be affected, although not very clear when this happens. Speed of connection is fine and downloading files is also fine. Watching Netflix/Youtube doesnt seem to be affected although I imagine they buffer the stream ahead of it being watched. Let me know what kind of stats, monitoring I need to supply for any assistance that can be given. Tom.
