Contract ending - £100 more each month!
Hi, Has anyone else been given this crazy "offer" - I have been a customer probably since around 1996/7 always paid and had decent service etc. But my contract runs out in August and been told it will go up by £40 in August and the £100 in September! Crazy! Called up today but the price increase to stay exactly the same - with no difference looks like it will still be £40 (minimum) per month! Much much much cheaper surely to just cut ties and got with Sky direct and some of the multiple other internet providers. What's everyone else doing?
New Build Property
I have a new build property that has virgin cabling and is connected to the virgin box, however, Virgin are saying they are unable to provide service to the property. I have spoken to the sales team who have been incredibly unhelpful and keep telling me to register my interest, which I did 7 months ago. The house next door is servicable (existing build). The sales department have said they are unable to connect me to anyone who can help or unable to send an engineer without placing an order, which they can't do as the system says no. There must be a way around this. We have been in this property for 7 months and not getting anywhere!Internet connection drops at random
We have a Hitron CGNV4 router running VM business—our home wifi is included in rent, therefore it's all under the letting agent's details. Over the past roughly two weeks we have been getting intermittent connection loss, usually for around a minute maximum, affecting both wifi and ethernet connections. It reconnects on its own but the disruption is long enough to disconnect us from calls and games. Some days it is pretty frequent, with 2-3 disruptions an hour, while other days we only experience one or two all day. I've done a power cycle on the router which has not fixed the issue. I've not yet tried a factory reset but having looked at some other people with similar issues that doesn't seem to have fixed it for them. I've also tried calling the business helpline but not been able to get through security (as it's under the agent's info, and despite me asking them they've not given me the account details I need). Would appreciate any advice on this to know if I could fix it myself or if we need to get a tech in. Logs No. Time Type Priority Event 1 06/23/25 16:14:20 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 2 06/23/25 16:14:23 73040100 notice TLV-11 - unrecognized OID;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 3 06/25/25 16:19:49 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 4 06/26/25 17:55:02 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 5 06/26/25 17:55:02 68010600 notice DHCP Renew - lease parameters tftp file-cmbus-vmdg515-bbt071-b.cm modified;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 6 06/26/25 23:56:11 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 7 06/28/25 20:46:44 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 8 06/28/25 20:46:48 73040100 notice TLV-11 - unrecognized OID;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 9 06/29/25 23:40:10 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 10 06/30/25 05:54:54 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 11 06/30/25 05:54:54 68010600 notice DHCP Renew - lease parameters tftp file-cmbus-vmdg515-bbt071-b.cm modified;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 12 07/02/25 16:01:47 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 13 07/02/25 18:07:23 90000000 warning MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 14 07/02/25 18:07:25 73040100 notice TLV-11 - unrecognized OID;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 15 07/03/25 17:54:50 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 16 07/03/25 17:54:50 68010600 notice DHCP Renew - lease parameters tftp file-cmbus-vmdg515-bbt071-b.cm modified;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 17 07/06/25 22:03:20 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 18 07/07/25 05:54:50 68010300 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 19 07/07/25 05:54:50 68010600 notice DHCP Renew - lease parameters tftp file-cmbus-vmdg515-bbt071-b.cm modified;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; 20 07/08/25 06:37:37 82000200 critical No Ranging Response received - T3 time-out;CM-MAC=74:9b:e8:9d:dc:40;CMTS-MAC=58:ac:78:69:ee:b1;CM-QOS=1.1;CM-VER=3.0; Downstream overview Port Frequency (Hz) Modulation Power (dBmV) SNR (dB) Channel 1 203000000 256QAM -0.400 40.946 9 2 139000000 256QAM -0.900 40.366 1 3 147000000 256QAM -0.900 40.946 2 4 155000000 256QAM -0.900 40.946 3 5 163000000 256QAM -0.700 40.366 4 6 171000000 256QAM -0.600 40.366 5 7 179000000 256QAM -0.500 40.366 6 8 187000000 256QAM -0.400 40.946 7 9 195000000 256QAM -0.500 40.946 8 10 227000000 256QAM -0.500 40.366 12 11 243000000 256QAM -0.700 40.366 14 12 251000000 256QAM -1.000 40.946 15 13 259000000 256QAM -0.800 40.366 16 14 267000000 256QAM -0.700 40.946 17 15 275000000 256QAM -0.600 40.366 18 16 283000000 256QAM -0.600 40.946 19 17 291000000 256QAM -0.500 40.366 20 18 339000000 256QAM 0.500 40.366 26 19 347000000 256QAM 0.300 40.366 27 20 355000000 256QAM 0.100 40.946 28 21 363000000 256QAM 0.200 40.366 29 22 371000000 256QAM 0.200 40.366 30 23 379000000 256QAM 0.400 40.366 31 24 387000000 256QAM 0.600 40.946 32 Upstream overview Port Frequency (Hz) BandWidth Modulation Power (dBmV) Channel 1 43100000 6400000 ATDMA 51.000 2 2 30100019 6400000 ATDMA 52.000 4 3 36600000 6400000 ATDMA 51.000 3 4 49600000 6400000 ATDMA 51.000 1Network issues again
Loss of service for 2 days now. Unable to work due to this issue. Engineer out 8/7/25 but he advised this was a network issue and needs looks into by another team. Cant check anything on the app as it’s useless. Says no issues in area which is incorrect. Then when I try to run a test it says intermittent signal issues in area check back in 24 hours. How many days am I meant to wait. Home security also offline as this runs off my internet. App can’t connect to my HUB5. So clearly there are issues. I NEED THIS SORTED ASAPUnable to see new account in app after moving house
Hi, I moved house 4 weeks ago, my account is still showing my old account (closed) and i cannot see my new account, can someone please help, I tried to register new account under a different email address however I get an error message "oops something went wrong", thanksInternet stops working once a day requiring a router reboot
Hi, I recently upgraded from volt500 to volt 1gig, which needed a modem change from hub3 to hub5. I use it in modem mode with my own router. Once a day now, the internet completely stops working, and I need to reboot the router by unplugging and replugging. After doing some searching, my 3.1 downstream channel is extremely weak. Channel ID Locked Status RxMER Data (dB) PLC Power (dBmV) Corrected errors (Active Profile) Uncorrectable errors (Active Profile) 159 Locked 32 -15.7 41903970 12674230 Can someone look into this?Started getting texts but no longer a customer
Hello, I've seen this has happened to a few other people as well, but I have historically been a VM customer (not for a few years), and since leaving have periodically received texts from the same short code number that I used to when I was a customer. They've often been in relation to network maintenance but today I've had two regarding precontract documents. I obviously want to make sure that nothing is being set up in my name, and I'm hoping it's just someone inputting the wrong number. Thanks 😊Broken account.
My Virgin Media account is broken; it does not let me make any changes. I have tried the website, app, a different browser. It makes no difference. Anytime I try to make a change, it says "Sorry! You are not eligible for this particular offer. Unfortunately you have missed out on this offer but we have plenty of other offerings that you could be interested in." It does not matter if I am trying to upgrade my broadband speed, upgrade TV, manage My Flex Plan, upgrade to Volt etc, no matter what I try it redirects to the following URL and gives the above error. https://www.virginmedia.com/support/help/change-my-package/my-current-package/offers I recently contracted (had the same issue beforehand) and spent quite a while on the phone trying to get this sorted out, but nobody could help me with the issue. At the time, I didn't realise the problems with changing the My Flex Plan, so I figured that while I did want to upgrade to 2Gbps internet, I would stay on the 1Gbps as it wasn't worth the hassle. Something needs to be done to fix my account, and nobody on the phone was able to help, so where do I go from here? I don't care if the account needs to be deleted and set up again, something needs to be done as it can't be left like this!Extremely High Uncorrectable Errors – Major Connection Instability
Hi, We’ve been experiencing constant internet downtime and instability recently. After checking the status page on our Virgin Media Hub 5, I noticed extremely high uncorrectable errors on the DOCSIS 3.1 downstream channel, along with a low PLC power level that may be contributing to the issue. Here are the key stats: Router: Virgin Media Hub 5 Channel ID: 159 (OFDM) Locked Status: Locked RxMER: 36 dB PLC Power: -9.2 dBmV Corrected Errors: 721,981,898 Uncorrectable Errors: 113,766,705 The error count continues rising even after rebooting the router. We’ve already checked all cables and splitters inside the house—they’re properly connected and in good condition. Despite this, we’re seeing frequent disconnections, lag, and loss of service. Could someone from the team please investigate this? It feels like there might be a signal issue either at the street cabinet or on the line coming into the property. Happy to provide further data if needed. Thanks in advance, Kelly
