Broadband outage since 20.11.25 in HX7 - any insiders know why?
I’m in West Yorkshire (hX7) and my broadband has now been down since 20th November due to an outage in our area. Virgin Media keeps giving me daily “it’ll be fixed by X time” estimates, but every time the deadline passes the fix time just gets pushed back again. I finally got a fault reference (F012083365), but the automated text updates are now giving me completely unrealistic placeholder repair dates like 29/11/2025 and 01/12/2025, which obviously aren’t genuine engineer estimates. It feels like the system is just looping without any real update or engineer activity. I’ve spoken to WhatsApp support, web chat, and phone support, but I keep getting copy-paste answers like “an engineer is on their way” or “external damage by a foreign element,” with no actual detail about what’s happening or when it will realistically be resolved. Is anyone else in the area experiencing the same outage? Or does anyone here who works/has worked for Virgin Media know what this usually means? Is this the kind of long-term fault where they’re waiting on contractors or permits, or is it more likely that the job is stuck in their system? Any insight would be massively appreciated the lack of real communication is the most frustrating part.
Hub 5x Outage and Firmware Update
Further to previous posts So my Internet only works in DMZ or wih a VPN Without those on Ive run a Ping Test for 5 Min I get spike readings of up to 8000 on a ping Test but settles down to under 20 but seems to go above 500 every min or so Then used another testing site and got this I had no issues until Outage last wednesday and then a firmware update Virgin not helping say resolved but keep probing say relate to outage Total packets Sent: 2620, Received: 319 Call Quality Estimation: Overall estimated call quality score based on round trip delay, jitter, and packet loss rate. 4.5: Excellent (Imperceptible) 4.0: Good (Perceptible but not annoying) 3.0: Fair (Slightly annoying) 2.0: Poor (Annoying) 1.0: Bad (Very Annoying) Your Results: Average Score: 1.18, Minimum Score: 1.00 Packet Loss Rate(%): Packet loss happens when a packet does not arrive, arrives out of order, or arrives too late. > 10.0: Might cause frozen video and broken audio. >= 2.0: Might cause low video FPS, and audio quality might be affected. < 2.0: Video/Audio quality will not be affected. Your Results: Average Loss(%): 91.46, Highest Loss(%): 100.00 Average Round Trip Time(ms): Time it took to send a packet to the server and receive it back. > 300: Might cause unnatural delays in an audio conversation and disconnect between audio and video. Your Results: Average Delay(ms): 2.25, Max Delay(ms): 23.00N8 Crouch End (North London) continued outages
Ive been a virgin media customer for around 12 years and never has it been this bad. After a over week long outage in May into June, here we are again with another broadband outage which has been a week long with text message updates that just keep extending the period of when it will be fixed. Why cant we know exactly what is causing all of these outages all of a sudden? Compensation doesn't cut it given we are in the middle of summer break, kids have no internet and i can only tether so much from my phone, lets not even get to discussing trying to WFH. Im tired of same generic messages that give no info, give us some transparency! Is there a fault with the core wiring under the streets, is it the cabinet, its the least VM can do. My confidence in the product has massively declined given the length of these outages. I dont mind a day here or there but weeks of outages are not acceptable by any standard.No internet. Hopeless customer service
Hello all. Hope can get some help. Been a week with no internet. Just stopped working one afternoon and all I’ve had since then is ‘will be fixed by this afternoon or tomorrow morning at this time’ etc etc. Have faulty code F011829538 but cannot see any info about it. Any idea how I can find out how long this is going to go on for?? Thank you in advance as it’s really frustrating at the moment!!!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.Flashing red light on router and solid red light on wall box
My Internet died at about 8pm last night very suddenly, we have had no issues with any services until now. Tried to reboot several times with no success, the automated line claims there are no issues in our area, yet the app runs tests and tells me that there is an issue in my area and that the engineers are on the case? I cant get hold of anyone to report the issue and I'm sceptical as to whether their engineers are actually doing anything about it. Anyone else have similar issues? Or can give me an account of their experience with this sort of thing? I want to log it as an outage to get the compensation but that also seems impossibleOutage - 7 days
Hi, There is a 7 day outage in my area. The call centre operative says that. However when I said I need Internet at home - the call centre operative said that I can buy a dongle kit and virgin shall reimburse but would not give me any further details. What dongle can I buy and does anyone have experience of Virgin will honour this?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 FInternet outages, packet loss, general lag for the past 6 months with terrible customer service
To whom this may concern, As the title suggests, I have been having random internet outages, packet loss and general lag for the past 6 months. Our internet is consistently inconsistent, having minimum one to two internet dropouts a day. We have had numerous technician visits to discover and fix the problem. The first two visits didn't resolve our problem, but then a visit in late June discovered that the internet cable from the cabinet outside to our house was damaged in some way or another. We were told that works for replacing this cable would happen within the next week, around June 3rd, but was then delayed to July 10th. July 10th came around and this work never happened. They delayed this date back to July 19th, and somebody showed up that day and said that they would be replacing the cable. Again, no work was done and the cable wasn't replaced. We were told that the date was delayed back to July 22nd. And again, the cable was still not replaced. The date was again delayed back to September 19th. I managed to complain online through the Virgin Media official twitter account and create a new appointment on September 3rd. Again, nothing happened. I confirmed with the Virgin Media twitter account that the original reschedule to September 19th was still happening. Again, nobody showed and the cable has still not been replaced. We now have a new rescheduled date being October 8th, but we are so sick and tired of these lies. We are not ready to wait another 2 weeks for Virgin Media to do the same exact things. We have tried contacting Virgin Media through phone (which is a extremely difficult trying to contact someone real in the first place), emails, and online through twitter messages. We have had little to no help or resolvent at all from any of it, just broken promises. It has been affecting my entire family - it has affected my final year of university (a computer science degree which heavily relied on the internet), it is affecting my job search and online projects, my online gaming, my fathers remote work from home, my mothers online lessons and classes, my brothers online courses and trading, my family's online entertainment. It is affecting everything. It cannot go on any longer. I can't even begin to describe how angry and frustrated we are. Why are Virgin Media refusing to replace our cable? Why are we not being updated on what is actually happening with the works? It's utterly unacceptable. We are looking more towards complaining to an ombudsman or taking legal action now, but I wanted to give this a try as a last resort. I had originally forgotten about this official forum page and I'm frustrated I haven't used this sooner. I have created a Broadband Quality Monitor from thinkbroadband.com and have monitored our service through there. I will attach some screenshots of the service that we have been receiving and broken promises from over the last few months. We demand that this cable is replaced and our internet fixed. We also demand some compensation for the unreliable service and support. I hope this can post can get attention from more Virgin Media representatives so that this problem can finally get resolved.
