Issues with cabinet/beyond engineer support
I am having major issues with my virgin media internet. I had I think my 6th engineer visit this Saturday just gone (11th October) since march ISH time. I have had multiple hub replacements, isolator replacements, attenuator changes, in and out of modem mode with multiple routers tried when in modem mode. They've also moved me in the ports on the cabinet twice. It doesn't matter what I do or the engineers do, it just keeps disconnecting. The engineer that visited this Saturday did something different though. He actually bothered to check other residents in my buildings connection to see if they also get drops at the same time. And surprise surprise, they do. He then called another engineer to get a number for "networks" which I assume manages the cabinet and beyond, the stuff he can't fix. He put his colleague on speaker as he explained the situation and his colleague on the phone said it was a KNOWN ISSUE. So I've been going through this all year and virgin media are fully aware it's a networks issue not my equipment and have done nothing. The engineer said he would escalate to the networks team and his boss and call me before the end of the day to let me know if networks were going to take the case or not and actually finally fix the building. But he didn't call me... What am I supposed to do? I pay £70 a month for internet and it doesn't work. And I've just found out from the source that they know it doesn't work and are doing nothing about it. This quite frankly is outrageous. What am I paying for? How do I escalate to networks myself? I'm at a loss of what to do.Virgin Media accessible on main road but not our road.
Hi, I've recently moved into a new flat in a converted house and I'd love to get virgin fibre currently the only broadband suppliers offer FTTC (~60mbs) and my address is listed as inaccessible. The main road which my road branches off (a gated community area) gets virgin fibre but my road doesn't. I'm wondering if the inaccessibility was due to lack of access to check the site or if it is actually inaccessible (I can follow the BT lines down to my flat) and if this needs a survey or engineer. I've checked with the landowner, block and ground management and they're happy for virgin to fit fibre to the building but I'm not sure what I can do, the sales teams have told me its not possible. Thanks!Pole Junction Box Damage
I have tried to call, but there seems to be no suitable options. We have a fibre line and the junction box on the pole outside our house is hanging off. It will need some urgent attention as is hanging by the fibre lines. How do I go about getting hold of someone to sort this issue please?Repeated failed installs is driving me insane!
Plea for help. We have recently moved and simply wanted to move our VM to our new home, which is literally 100 metres away. There is some pre-install work required, we are on the 5th floor and the fibre needs to be connected to our apartment from the gardens below, the box is in situ but no fibre. The home install teams have been efficient, on time & pleasant - FOUR TIMES! Every time we are told the external work has not been completed resulting in a failed install, with teams to turning up and unable to help. We have now been without WI-FI over a month. I work from home for NHS and have been hotspotting from my phone which is unstable and not reliable when working with large data files, cloud based files or with Teams. The latest failed pre-install was today, we have yet another home install due tomorrow and know it will again be a waste of time, so rinse and repeat the last four visits. I cannot cope with yet another phone call and more false promises from the call Center, they are pleasant people with a difficult job, but I find it so condescending, I’ve have not known such poor customer service since the Telewest days. I want to cry with frustration. My question is, I’ve not had any issues previously with VM, but I’m at the point of throwing my hat in and going elsewhere. The compensation will probably only just cover my mobile phone bills. Anyone had similar and managed to overcome the false promises, failed pre-installs and even more delays?My virgin media package should’ve been installed on the 2 Dec 2024
My virgin media package should’ve been installed on the 2 Dec 2024. It is now the 30th Jan 2025 and I have had no WiFi in my property since. Additionally, I have had missed appointments when I’ve been guaranteed by phone agent that engineers would be sent out to install my service. I’m sick to death of the lack of openness from virgin media. I have no idea what happening. I understand delays can happen but 60 days later no service at all is unacceptable. I need answers from virgin media today I’ve had yet another appointment missed with no prior warning at all! I’ve raised complaints which have been open since mid-December which are still active despite promises from phone agents that they will be seen to ASAP. In all honesty I feel like every time I call to get any information I’m fed the same script each time by customer service agents who clearly have no idea what’s going on at all. I’m disgusted with how I have been treated and need advice with how I can escalate this.
Latency Issues
Hello, Just had virgin fibre installed and my latency in game seems to be about 20ms higher than it was with BT (not FTTP). What is going on? surely virgin FTTP should be faster latency? I attach image of my latency trace also. It seems to be constantly spiking up and down in a strange fashion every 15 minutes. [MOD EDIT: IMAGE REMOVED DUE TO PERSONAL INFORMATION BEING DISPLAYED]Just joined and my connection drops several times a day, every day (Hub 5, newly cabled area)
Hi everyone, I "upgraded" to a Virgin 1gig connection a month or so ago in a newly cabled area. Unfortunately I'm having issues with my connection dropping repeatedly. It mainly affects MS teams and Zoom calls which disconnect and then reconnect a few seconds later but i've also noticed an issue with Canva (online design software) and Google slides where both kick into "offline mode". I have a Hub 5 and two black pods set up. Speed is reasonable (upwards of 100mb in the most slowest area). I've rebooted the hub a good few times and Virgin have also reset the hub. Their technical support has been pretty unhelpful with little beyond the resets. I've set up a quality tracker here: https://www.thinkbroadband.com/broadband/monitoring/quality/share/ae93be1977c7171df0ae808ba8f0f820334d3a42 It's showing a weird cycling saw tooth pattern that repeats roughly every hour and 45 mins. Any suggestions of what this might mean or anything else that I can do to figure out what's going on and hopefully kick VM into action would be massively appreciated. Fingers crossed!Moving to a new residential and transferring VM Broadband
My daughter has traditional DOCSIS VM Broadband in Edinburgh and wishes to relocate for at least 6 months to a property in England which we own. This is in a very recent XGS-PON Cabled area and has a brand new connection box in the street outside the property. My question is can she get her VM broadband connection relocated to her proposed location and would she have to pay to get the fibre brought into the property ? new 24 month contract perhaps ?
