Virgin Media Fibre Cable Damage – Ongoing Service Outage (11 days currently) and TERRIBLE Response
Our Virgin Media fibre cable was damaged by a third party on Friday 18th July 2025. It turns out that when it was originally installed, it had only been buried 3cm below the grass, making it extremely vulnerable. I reported a total loss of service straight away and was told—very clearly—that the earliest an engineer could attend to do a repair would be Wednesday 23rd, between 8am and 1pm. On the day, at 12:55pm, I received a call from the engineer saying he couldn’t make it and would be at least 3 hours. It then became clear that he had been assigned the job as a new installation—not as a fault repair or cable damage issue. He arranged for a work crew to attend, who arrived around 2pm. They found that the issue wasn’t just a case of blowing new fibre lines as the ducting is blocked and/or damaged further up the road, requiring the footpath to be dug up and the cables re-run from the box. They told us they would apply for the necessary permits and the timeline would be 2–3 days and we should expect to hear from Virgin with an update to this. Five days later, with no updates, I contacted Virgin customer service again. Unfortunately, the agent I spoke with had no record or knowledge of anything that had previously happened. They then scheduled another technician to come out on Monday 29th. That technician arrived early this morning, only to tell me he also had no information about the issue and had just been booked for a routine visit. He confirmed this needed to be handled by a ground crew and said he would contact the manager at Avonline (the third-party contractor responsible), and promised a call back later today with an update. He also commented that this job should not take this long, especially since we live in a tucked-away cul-de-sac where no road closures or diversions would be required. Unsurprisingly—and in typical Virgin Media fashion—we’ve heard nothing further. No update, no progress, and we’re now back to square one: repeatedly calling customer support, only to be met with script-reading staff who have no access to case history or the power to escalate the issue. How many more days are we expected to chase Virgin Media just to find out when the basic repair work will even begin? We’ve been loyal customers for over 5 years, but based on this experience, we’re seriously considering switching. The ability to fix faults—and communicate clearly—is frankly atrocious.Complete Failure in Service
Hello, I am writing regarding the wifi at my house. We recently upgraded our broadband plan 3 or so weeks ago to the highest we can Gig1 service with a new hub 5 and it has been an abhorrent experience. For 3 weeks consistently there have been drops and disconnections from the internet. Too many times I have called regarding this. The internet went down about 5 times within an hour timeframe last Saturday and upon calling virgin to resolve this, your representative scheduled a technician to come today and I quote from the mouth of your representative “GUARANTEED” that our wifi problem would be solved. Not only was that a blatant lie, the wifi is now completely not connected to the internet, it is no longer intermittent on and off, it is completely off. Technicians have come twice to check connections install new routers and said everything should be fine but that is not the case. In addition, the house landline is no longer able to make calls and certain channels on the tv no longer show. NOT ONLY THAT, but I work from home! I have lost an entire day of work today due to virgin media’s poor service and I now must deal with the consequences with my superiors. The longer our virgin wifi is down the more my job is at risk! It is not just my livelihood that depends on good wifi, but my grandparents, who are both OVER 90 YEARS OLD and require reliable and fast wifi and service for communication in the event of a medical emergency, which is now at risk. What happens if there is a serious medical emergency in this heat and no one can call an emergency contact or an ambulance and it's too late? Shall I send virgin the funeral bill at that point? I demand a resolution to this immediately as we are paying the most and receiving less than the bare minimum. Should this matter not be resolved we will have no choice but to escalate this matter. I expect a response with hasteFTTP Connection Failing Frequently
I have had my connection drop three times since 11am yesterday. I tried support earlier today but they are only able to follow a script and as I am using the Hub 3 in modem mode I gave up. The VM support people need better training to know when following a script won't help. I'm seeing these errors: 29/03/2025 12:02:6 Warning! RCS Partial Service;CM-MAC[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 12:02:6 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 12:01:36 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 12:01:36 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:56:32 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED]CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:56:31 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:56:15 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:56:15 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:54:18 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:54:18 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:54:15 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:54:14 notice LAN login Success;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:53:1 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:53:1 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=4[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:52:53 Warning! RCS Partial Service;CM-MAC[REMOVED];CMTS-MAC=[REMOVED]CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:52:35 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:49:42 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:49:37 critical SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:47:39 Warning! RCS Partial Service;CM-MAC=[REMOVED];CMTS-MAC=0[REMOVED];CM-QOS=1.1;CM-VER=3.0; 29/03/2025 11:47:28 notice NOTICE ATOM is restarted due to RPC timeout as part of Self Healing Mechanism;CM-MAC=[REMOVED];CMTS-MAC=[REMOVED]QOS=1.1;CM-VER=3.0; Here's the channel data... Downstream bonded channels Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID 1 138750000 1.9 37 256 qam 1 2 146750000 2.2 37 256 qam 2 3 154750000 2.2 38 256 qam 13 4 162750000 2.2 37 256 qam 24 5 170750000 2.5 37 256 qam 27 6 178750000 2.4 37 256 qam 28 7 186750000 2.5 37 256 qam 29 8 194750000 2.2 38 256 qam 30 9 266750000 2 38 256 qam 9 10 274750000 1.7 38 256 qam 10 11 282750000 1.5 37 256 qam 11 12 290750000 1.4 37 256 qam 12 13 298750000 1.2 37 256 qam 14 14 306750000 1 37 256 qam 15 15 314750000 1.2 37 256 qam 16 16 322750000 1.2 37 256 qam 17 17 330750000 1.2 37 256 qam 18 18 338750000 1 37 256 qam 19 19 346750000 1 37 256 qam 20 20 354750000 1 37 256 qam 21 21 362750000 1.2 37 256 qam 22 22 370750000 1.4 37 256 qam 23 23 378750000 1.5 37 256 qam 25 24 386750000 1.7 38 256 qam 26 Downstream bonded channels Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors 1 Locked 37.3 3261 16646 2 Locked 37.6 3047 15985 3 Locked 38.6 2890 17542 4 Locked 37.6 2774 18691 5 Locked 37.6 2799 18014 6 Locked 37.6 2860 19067 7 Locked 37.3 2809 17988 8 Locked 38.9 2803 18912 9 Locked 38.6 2740 18911 10 Locked 38.6 2874 19388 11 Locked 37.6 2818 18843 12 Locked 37.3 2854 19148 13 Locked 37.6 2895 17879 14 Locked 37.6 2884 18297 15 Locked 37.6 2949 18701 16 Locked 37.6 2932 18544 17 Locked 37.6 2985 18011 18 Locked 37.6 3049 18464 19 Locked 37.3 2913 19024 20 Locked 37.6 2911 19482 21 Locked 37.6 2915 20867 22 Locked 37.6 3015 19803 23 Locked 37.6 3139 19974 24 Locked 38.6 3209 20139 As you can see I am getting a lot of errors. I've proved to myself that my equipment is all working correctly and that the Hub 3 is going offline. How can I go about getting this fixed?Installation issues
I’ve made my fair share of bad decisions, but none quite as mind-numbingly absurd as trusting Virgin Media to actually deliver broadband. Instead, I stumbled into a bizarre circus of incompetence, a twisted realm where false promises, robotic customer service, and mind-blowing stupidity collide in the most ridiculous way possible. This company is not a broadband provider. It is a scam operation wearing a uniform. The Art of Talking Absolute Rubbish Virgin Media’s entire business model is based on making things up as they go along. Every time they speak, they somehow manage to dig their reputation even deeper into the bottomless pit of shame and failure. “Yes, we can install broadband at your house.” → No, they can’t. “The engineer will be able to fix it.” → No, they won’t. “It will be sorted next week.” → No, it won’t. “We’re escalating this to our specialist team.” → There is no specialist team. “We’ll call you back with an update.” → No, they won’t. Every single word out of their mouth is as reliable as a chocolate teapot. They lie as effortlessly as breathing, and I’m convinced their entire training program consists of learning new and creative ways to waste people’s time. The Installation That Never Happened Let’s talk about the circus of failure that was my so-called “installation.” This would have been hilarious, if it hadn’t been happening to me. They promised it would be an easy setup. → They were wrong. They sent engineers. → They were useless. They sent different engineers. → Still useless. They blamed “external contractors.” → As if I care who’s responsible, just fix it! They sent another team to do the exact same thing that had already failed. They blamed the council. → No, Virgin, the problem is YOU. Then, after months of this ridiculous game of hot potato, they finally admitted: “Oh, actually, the conduit is crushed, so you can’t get broadband from us.” FANTASTIC. After all that, they finally reached the conclusion that their own engineers had known from the very start. We had also told them in week one that there was an issue with the conduit in our road - as their own engineers had told us this in person! But Virgin media would not believe it - both us and their own engineers. Virgin Media had zero intention of solving this problem. Instead, they just let me waste months of my life waiting for a solution that was never going to come. If this level of incompetence was any more extreme, I’d assume I was being pranked by a hidden camera show. Customer Service? More Like Customer Torment Trying to get answers from Virgin Media’s customer support is like trying to have a conversation with a brick wall—except the brick wall is smarter and more helpful. Their phone system is designed to make you give up. Their chat agents are programmed to type random circular nonsense until you leave. Their managers don’t exist. (Or if they do, they’re hiding in a bunker somewhere.) Their entire operation is based on ignoring you until you go away. They should rebrand from “Virgin Media” to “Virgin Excuses”, because that’s the only thing they ever deliver. Virgin Media: The Company That Should Not Exist Virgin Media is not just bad at providing broadband. They are a disgrace to the entire concept of customer service. If you are thinking of signing up with them, don’t. Run. Run far away. Find another provider, even if it means chiseling a satellite dish out of rock with your bare hands—it will be less frustrating and more reliable than anything Virgin Media could ever offer. This company deserves to be studied—not for its technology, but as a case study in how to be astonishingly, laughably, offensively useless at everything. Virgin Media, congratulations. You have wasted my time, tested my patience, and proven beyond all doubt that you are an utter failure of a company. Now kindly get lost and never darken my door again. I will see you in court - because I will get compensated for this tsunami of nonsense.Loss of Service in NW6
It's been nearly 48 hours since internet has failed in the postcode NW6 6LN. VM claimed to have solved the issue last night but internet is still not back on - despite switching off/resetting the router several times. Online service status no longer records an issue, even though internet is clearly still not working. We have an engineer booked for Thursday but cannot wait that long without internet. I have tried calling repeatledly but each time I have been automatically disconnected and fobbed off with an SMS claiming to provide next steps through a weblink that turns out to be expired. This is unacceptable service. Can someone please confirm asap whether the issue is still an area-wide issue and is being looked into, and provide a timeframe for resolution? My contract with VM is up in a couple of weeks and at this rate I will not be renewing it due to the price increase and poor service. Thank you.Hub 3 not providing service paid for.
WiFi: House of 6 all complained to me (bill payer) that WiFi does not work. Fully recreated issue on my computer/laptop/phone. WiFi will either not work at all ei no connection or will connect and then not be able to take you to web. ethernet: Go to plug my computer or laptop into hub 3. Comes up with unidentified network. Proceeds to not work. Even when ssid comes up computer is not connected to internet. No issue on previous Ethernet connection held by either device. I would personally like a technician out as have had similar issues with previous virgin wifi. I want someone with more experience to assist in making my virgin internet better please. many thanks Aidan FMultiple Internet losses daily, up to 30 x 4 min
I get up to 30 "Internet not available" sessions of around four minutes each time. I have used short and long resets, no change. Reduced the devices, no change. It's almost better to hot-spot my phone than use this now. Had an engineer booked yesterday, that magically cancelled and was booked today. If I'm in and they fail to show, do I get £25? I'm at the point of needing this contract cancelled. It's 1Gig, Hub5, but it's appalling. I have to work from home and it can't hold a connection long enough to Teams or keep connected to central files, it compromises my security system and I have no idea what to try next!