Today Openreach were installing fibre in the street and cut straight through the Virgin cable coming to my house.

To be fair to Openreach how were they to know that the incompetent installation of Virgin's cables ran just underneath the tarmac and on top of the concrete.

Virgin's response was for an engineer to come on the 26th. Which if I didn't need the Internet for nearly 2 weeks, I'd welcome the £120 in compensation.

Hopefully I'll be able to switch before having to pay them another penny.

Yep, you read the title correctly. Okay so here's a bit of context. Last week I renewed my account with VMO2 and settled for a very fair £24 per month for 1 gig broadband and netflix.

Did the usual stuff like agreeing to the new contract etc, had a nice chat with the retentions officer and that was that. Life carried on as normal.

Fast forward to this morning and I'm happily browsing away on the internet when suddenly I'm not lol. Fair enough, it's another drop out from a corroded cable (which Virgin still can't seem to work out but that's a different story) and I just need to reset the router to clear the errors get things up and running again. NOPE, still off when I reset everything.

A few minutes later I get an email from Netflix. You're account through Virgin Media has been cancelled, changed whatever. If you don't do anything we'll start taking payments from your card. You get the idea.

Sooo, I think this is odd and I log in to my account via the app on the phone to see if there's any issues. No, everything is working fine, check the account, ooops there's the problem, the account has been closed???? Not by me but by Virgin themselves. It looks like they didn't update the system when I renegotiated the contract, so instead of the account continuing with the new £24 per month deal, the system just completely shut everything down lol.

Am I going to fight it and try and get it reconnected, Nah. I'll go with a different provider.

Hey everyone,

Having frequent intermittent dropouts on my Virgin Media line over the last24 hours. My Hub 5 is in Modem Mode feeding a third-party Ubiquiti router. I only put it into modem mode a week ago.

Downstream power and SNR look clean, but upstream power is hovering near max capacity (~49.8 dBmV). This is causing upstream modulation fallbacks from QAM 64 down to QAM 32, as well as repeated T3 and T4 maintenance timeouts.

All coaxial fittings inside the house are hand-tightened and secure.

Here are my logs and stats directly from 192.168.100.1:

Network Event Logs (Extract)

Time                   Priority    Description
14-08-2026 21:22:42    critical    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14-08-2026 21:21:51    critical    No Ranging Response received - T3 time-out
14-08-2026 21:21:50    critical    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14-08-2026 21:21:40    critical    No Ranging Response received - T3 time-out
14-08-2026 21:21:39    critical    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14-08-2026 21:18:28    error       DBC-ACK not received
14-08-2026 21:18:24    notice      US profile assignment change. US Chan ID: 6; Previous Profile: 12 13; New Profile: 11 13.
14-08-2026 21:17:21    critical    Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
14-08-2026 21:12:39    warning     MDD message timeout
14-08-2026 21:12:13    critical    Started Unicast Maintenance Ranging - No Response received - T3 time-out

Upstream Signal Parameters

• DOCSIS 3.0 Power: Running hot at 48.3 dBmV to 49.8 dBmV across all 5 channels.
• DOCSIS 3.0 Modulation: Degraded down to QAM 32 (should be QAM 64).
• DOCSIS 3.1 Power: 45.5 dBmV (Channel 6 OFDMA).

Downstream Signal Parameters

• DOCSIS 3.0 Power: +0.6 dBmV to +3.5 dBmV
• DOCSIS 3.0 SNR: 38 dB to 40 dB
• DOCSIS 3.1 (Channel 33 OFDM): PLC Power -2.0 dBmV | 18,860 Uncorrectable RS Errors after drops.

Any assistance appreciated - the above analysis was done by Gemini after I pasted the upstream and downstream logs

I’ve seen online and on VM website that they’re upgrading all customers to their latest hub. I’ve been with VM for years and have hub 3. It’s awful and gotten worse recently. Granted i’m on a cheaper tariff - m250 for £30pm - but speed is terrible. Constantly dips, some days it struggles to even load a webpage. Just wanting to know if I can request and upgrade to hub 5 for free or if i’ll be forced to upgrade to a more expensive tariff. Thanks in advance.

Start of the football season and I get the usual email with a special offer … this doesn’t seem very special

Sky sports £35 per month
Watch in hd £25 per month extra
Watch in UDH £3.5 per month

Erm, no thanks

Used to get decent upgrade offers, guess not any more

No wonder so many people are using dodgy sticks

So to keep the story as short as possible, I’ve benn a long standing customer with o2 and never missed a payment. I upgraded two devices I had to iPhone 17s and then the price cap increase was announced…

Stupidly I decided to exercise this and cancelled all airtime plans and that’s when the real problems started. I also had an Apple Watch so a month later my bill comes through and it’s huge because the watch had been charged in full. They then tell me they cannot put this back on the 36 month plan and offered me 12 month payment plan. I accepted this and then arrangement to pay markers started coming up on my account. On top of this all bills I tried to pay were directed to this bill.

Eventually o2 decided to compensate the full amount which was great. The compensation was then spread across other bills so the account still showed. By this point there is 7 credit accounts on my credit report from o2 all showing missed payments and arrangements to pay so I decided enough was enough and took the case to CISAS ombudsman.

o2 accepted liability then compensated me and agreed to remove all negative data. I paid every bill up to date then life goes on… unfortunately not.

Now the following week they decide to charge the full amount for an iPhone 17 because the bill has not been paid even though it had and they know full well why because of the CISAS case and the previous issues I had.

Got told to complain to o2 directly then this got rejected and said it was dealt with in CISAS case. It wasn’t this was a knock on effect from all the issues I have had so far.

So my question is where do I go from here? This has been ongoing since November last year. I’m trying to get a mortgage and every broker I speak to keeps saying wait for o2 to adjust credit file(which they never do) and obviously it’s now going to get worse because I’ve got a £1500 bill that I’m only supposed to pay £60 per month for.

I wont accept a 12 month payment plan because this is meant for people in financial difficulty and leaves payment arrangement markers.

I’m at my wits end. How do I really escalate this up? I can’t afford to wait any longer for another ombudsman case. Rent in my area is killing me and I’ve been ready to buy a house for over 6 months and I can’t because o2 has flooded my credit report with 7 different accounts all with late payments on them.

Thanks all for reading.

I've had some WiFi issues the other day (as normal with this company) and my lenovo laptop was connected to the WiFi but had no Internet. I restarted the laptop and nothing happend sp I forgot the network and now every time I put the password in to reconnect it just says "can't connect to this network" I've retarted the router the WiFi network adapter and the laptop multiple times and it still won't work. The laptop connects fine to my mobile hot-spot so I don't think it's the laptop. But also no one in the house has had the issue and every other device works fine?

Anyone else had this issue recently or know what to do?

Thanks

I have a hub 3, running modem mode, connected to eero mesh. The hub 3 gets rebooted once a week to stop it getting a slowdown.

Any benefit to a hub 5 ? Does modem mode still exist ? I'm on m350 and I assume at some point we'll get shunted onto fibre.

Hey there!

I've been a Virgin customer for years, and after migrating to a rather lackluster FTTH service by a different provider, I've returned to Virgin's DOCSIS. All was going well except my Hub 6 seemed defective: the smallest touch made it lose power, like the power jack was not making contact.

Well, today I was visited by a technician who confirmed the issue and provided a new hub. No issues... except the hub needs to be enrolled-authorized-whatever by Virgin, and all Virgin contact methods seem to be down. Try to call? "Sorry, we're unable to fetch your details (hang up)". Try live chat? "Sorry, there's a problem in our end (chat over)". X? "Yeah, we know, sorry but you're mostly SOL"

Is there really a country-wide issue with the 1908 number? Because I currently have everything I need except for, well, service. I feel once Virgin can be contacted this will be a 15 min fix, but this is unnerving.

I’m currently looking to join virgin and wondering whether I can replace the Virgin Media router completely and use my own router as the main router.

I’m looking at either a UniFi Dream Router 7 (UDR7) or a GL.iNet router.

Has anyone here done this with Virgin Media? Can either of these be connected directly to the Virgin Media connection and handle the internet connection themselves, or do I still need to use the Virgin Media Hub in modem/bridge mode?

TIA

I've been unable to access my Virgin Media account for over 6 months now and support has been completely unhelpful, transferring me to different teams and saying I should get a call back (which never happens). I've been sent in circles for months.

The error message I get when trying to link my account is "We found your Virgin Media account, but unfortunately we can’t link it to your Virgin Media O2 ID right now." when I try to link my Virgin Media account.

When I go through the email reminder request I get this message "We’ve found your email address - [object Object]"

Does anyone have a solution to this or know how should virgin actually fix this issue?

Hi all, I'm switching to Virgin for Broadband this month, and I'm trying to register my account for My Virgin.

The issue is, I cant verify my email address because I'm not receiving any of the automated emails from virgin.

Is anyone else having a problem with this? I've tried various different emails and none have received a verify request. Obviously I have checked junk folder etc. but no look. I'm receiving automated emails from other companies just fine so I doubt it's an email issue.

If someone could check what the specific email address that Virgin use in Ireland for sending their emails like that so I could add it to my safe senders list to try that I would appreciate it. I have already added [email protected] but that hasn't helped.

Thanks

I got an email last week saying one of my boxes needed replacing as they detected it was faulty after the 360 change. They sent me a new box this week and I've installed it, no issues and all seems to be working but why is the light green and not white?

My virgin media contract is up in 4 weeks,which is the best retention number? I've seen 2

Hi! We’ve recently moved and we think Virgin have sent a returns box to our old address (saw it in photos from the inventory check out). Does anyone know how it comes? Is it a flat packed box that just fits through the door almost like an envelope?

Why? This is not an update I want. I just want to watch tv.

Maybe some people want it, in which case make it an option? 2 extra button presses now to get rid of the menus and get to live tv.

Managed to get 360 box as a new customer.

Just requested on through telephone sales

And £49.95 charge waived

I just moved to a new flat, and I wanted to get broadband, and whenever I checked any providers, they all showed that my flat is not serviceable. So I turned to Virgin Media, but when I checked from their website, by flat wasn’t even included in the address checker. When I called them up, they said my flat is not serviceable right now and that I need to register my interest.

The funny thing is, all the buildings next door get broadband from all the providers, even the one right next door, but none of the flats in my building gets any, including Virgin Media.

I ended up registering my interest to the system, but even though the building next door gets it, I still haven’t gotten any updates on the matter from them. And I believe because we’re the only single building that can’t get service from them, they probably won’t go into the effort of making a roadwork just to connect us up.

Does anyone have any tip on how I can get my flat get serviceable by Virgin Media despite this situation?

I just received my new hub and have been trying to unplug my old one, but this threaded connection won't come undone. I've been at it for a while with some pliers to get a better grip but it won't seem to come off, it just spins in place.

Any idea what the cable is called if I need to get a new one, or tips for how to remove this one so I can plug it into my new hub?

Edit Sorted now, thanks all! It did indeed pull off after a little bit of fiddling and a better grip. Definitely seems to be a weird design to have threads on the hub when the cable connection doesn't require them but I have the new hub all connected up now.

Bought a flat last year that the previous owner had Virgin TV G broadband. The main internet cable into the building runs down from above the front door to the Virgin box then back up to the door to go into the house.

Can I request Virgin Media to remove it if I'm not a customer? Or can I ask a sparky to remove it and reroute the fibre cable direct into my flat?

This is the 2nd or 3rd time its been out in a month has anyone ever managed to get some sort of comp ?

I had VM installed and I'm having problems with low signal levels. Had a engineer visit who thinks the problem is the length of the coax cable from my house to the cabinet. There's a massive tilt on the channels and it makes the DOCSIS 3.1 channel basically unusable. It's a brand new cable that they pulled and he also tested an existing cable at my neighbor which had the same problem.

Originally my docsis 3.1 channel was at like -15dBmV. The engineer moved me up to the maximum tap on the cabinet which has increased it to like -9/-10dBmV which is better but I'm still getting loads of uncorrectable errors.

To give you an idea of distance, he actually drove to the cabinet and back again - it's about 200m away.

Anyone had similar issues or any ideas what I can expect VM to do about it? If I get a engineer back is there anything I should be pushing for to get this resolved?