Internet service become useless
 

I've been with Virgin for years without any problems but recently it's unusable for streaming! Youtube, Netflix etc. I'm on a 100 megs service and only get 40 megs. there's been a fault in the area for some time. it was supposed to have been fixed but its happening again. There was a crack in the pavement out side of the property this was removed and new tarmac was installed I wonder if the BB cable is under the new tarmac and could it have been damaged when it was done

I've run a test with the virgin tool to test and saying there is a fault in my area the same as before!!!

Re: Internet service become useless
 

Get an engineer out.

Re: Internet service become useless
 

40 meg should be enough for a few to stream in HD though .

Re: Internet service become useless
 

If VM are acknowledging an area fault, they won't send a tech out. Even if you were to manage to book one, their system will automatically cancel it.

---------- Post added at 17:00 ---------- Previous post was at 16:58 ----------

This is true, frankly 25 Mb/s is more than enough. But raw download speeds are not the whole story. A ’stable’ 40 Mb/s connection would be fine for streaming, but if the connection is unstable that’s a different matter.

Re: Internet service become useless
 

It not just about speed..I got this from Virgin

You might find that your Virgin Fibre , voice and virgin tv services are intermittent with the picture freezing or disappearing now and then.

Trying to use Netflix Youtube and Sky Streaming Sometime works but sometimes unusable

---------- Post added at 13:00 ---------- Previous post was at 12:53 ----------

Also they say that they know what the fault is and a engineer is on the way but then say the estimated repair time is the 21/072026 1520 . they give you a date and time then on the day it's supposed to be fixed they the give you another date and time

Re: Internet service become useless
 

Can you ask for your bills to reflect the issue you're experiencing?

Re: Internet service become useless
 

Now cant access Netflix Youtube.If I try to book an engineer will I have to pay

Re: Internet service become useless
 

Are you reading the responses in this thread?

Re: Internet service become useless
 

Those estimated repair times are almost always worthless. It is very rare to know how long a fault will take to fix. Basically you spend all the time finding the cause of the fault, and no-one knows how long that will take. As soon as you have found the cause, it's usually quick to fix (e.g. replace the thing that's broken, reboot it, switch to a backup)

If you have a ticket number (like F01234567) I might be able to find out more about the fault

Re: Internet service become useless
 

Do you work for Virgin? do you have a web page? for the ticket number. Thanks for reply. I live near a VM cabinet have never ever seen a Engineer working inside the cabinet. Some of the kit must be ancient in there .

Re: Internet service become useless
 

I cant help with any fault number, but if you want I can pass your Connection details to him (Yes, he works for Virgin Media).

Re: Internet service become useless
 

Frankly, I would be looking for a different ISP. You don't say what your approximate location is, but most VM areas do have some decent alternatives.

Re: Internet service become useless
 

I'd love to know what's going on with F012418976, non stop T3 timeouts and profile changes with faults going back as far as June.

This would be in Slough, I can see why lots of people had Cityfibre installed recently.

Re: Internet service become useless
 

What's your avatar meant to be ? It's got me perplexed.

Re: Internet service become useless
 

my dearly departed tortoiseshell cat

Re: Internet service become useless
 

Currently no fault found. It is being monitored until Tuesday.

Re: Internet service become useless
 

If only that was true, F012410516 AND F012372962 was the previous fault reference before that.

I had an external repull to the cab back in May when I rejoined (was meant to be April but there was no signal when I did Quickstart) and my wall socket replaced on a subsequent engineer visit who also added a 3dB attenuator to the hub end (the service was was previously installed new to my home in 2013 and originally cancelled in 2016).

There should be nothing wrong with the cabling between the cab and my hub but there is a severe upstream ingress noise issue. it became even more noticeable with the heatwaves back in mid-June, but sadly service quality has been poor since, I have the logs and BQM graphs to prove the packet loss. its not following any pattern, but its noticeable when web pages don't load and my sky stream get interrupted several times a day.

next month, I'm going to CISCAS. I complained 11 July, its not been solved 30days later and virgin are telling me I can now cancel in 30 days from the 10th August. This feels like stalling tactics. as a network engineer myself, I can understand why this is a difficult issue to fix, but at the same time, I am not being provided with a reliable service and with the dates keep slipping on the area faults suggesting they are aware of issues which was also confirmed by the attending engineer who escalated with the network team.

I have since put my sky stream back on the smarty SIM on my CPE Pro 2, that has since been flawless! I should never had left 3/Smarty, It was a NHS discount that made me move.

Re: Internet service become useless
 

and today extended to the 21st August!

Re: Internet service become useless
 

what a week, something was fixed and it was a little better. My hub had a software update. But the signal issue is ongoing with some funky messages in the logs!

Time Priority Description
27-08-2026 22:02:12 notice GUI Login Status - Login Success from LAN interface
27-08-2026 21:21:04 notice US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:17:17 notice US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:19 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:08 warning TCS Partial Service;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:08 notice US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:05 critical 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:05 critical Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:07:05 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 20:06:20 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 19:13:29 notice US profile assignment change. US Chan ID: 12; Previous Profile: 13; New Profile: 11 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 18:05:06 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 18:05:04 critical Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 14:35:58 critical Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 13:53:58 notice US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 13:41:03 notice US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 09:29:36 error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 02:08:49 notice US profile assignment change. US Chan ID: 12; Previous Profile: 12 13; New Profile: 11 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;
27-08-2026 00:01:11 notice US profile assignment change. US Chan ID: 12; Previous Profile: 11 13; New Profile: 12 13.;CM-MAC=64:fa:2b:b2:93:2c;CMTS-MAC=00:01:5c:82:ce:bc;CM-QOS=1.1;CM-VER=3.1;

Re: Internet service become useless
 

There is an upstream signal problem and the 3dB attenuator might be part of the problem - but only if your upstream power is already marginal. If your upstream power is above, say, 48 dBmV, the attenuator is very likely contributing to the problem.

Power off the hub, remove the attenuator, check that all connections from the hub to the wall socket are finger tight and that the cable is not damaged or kinked, and reboot the hub. If upstream power drops to ~43–47 dBmV and downstream stays within safe limits (-6 to +10 dBmV), leave it off, but if downstream shoots above +10 dBmV then a tech needs to be called out. He can do things like replace F‑connectors both at the home and cabinet, and measure power levels at both ends.

Re: Internet service become useless
 

The service was only installed in May (I rejoined for the first time since I left in 2016), I needed a re-pull as no signal when I did the Quickstart install it only worked once external pre-install team did some work outside - the siamese cable was replaced with a coaxial only cable, so I would hope the f connectors aren't an issue! I requested a new wall outlet (the last one was installed in 2013) and was given a new cable to the hub on the last tech visit in July who confirmed the issues aren't in my home. The engineer was on the phone with the network team at the time checking cabs.

This is it with the Attenuator. it was 48dBmV before it was installed recently. Whatever they did last week has improved it as I dont recall hitting profile 13 previously.

3.0 Upstream channels
Channel Frequency (Hz) Signal Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 45.8 5120 QAM 16 5
1 43100000 45.5 5120 QAM 16 6
2 36600000 45.3 5120 QAM 16 7
3 30100000 45.3 5120 QAM 16 8
4 23600000 45 5120 QAM 16 11

its fluxing. between 64QAM and 16QAM.
============
3.0 Upstream channels
Channel Frequency (Hz) Signal Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
0 49600000 45.8 5120 QAM 64 5
1 43100000 45.5 5120 QAM 64 6
2 36600000 45.5 5120 QAM 64 7
3 30100000 45.3 5120 QAM 64 8
4 23600000 45 5120 QAM 64 11

The downstream was reporting 10-10.5 before now its 6/7s.

3.0 Downstream channels
Channel Frequency (Hz) Signal Power (dBmV) Signal-to-Noise Ratio (dB) Modulation Channel ID
1 347000000 7.2 42 QAM 256 27
2 139000000 7.6 42 QAM 256 1
3 147000000 7.7 42 QAM 256 2
4 155000000 7.8 42 QAM 256 3
5 163000000 7.6 42 QAM 256 4
6 171000000 7.4 42 QAM 256 5
7 179000000 7.4 42 QAM 256 6
8 187000000 7.5 42 QAM 256 7
9 195000000 7.6 42 QAM 256 8
10 203000000 7.6 42 QAM 256 9
11 211000000 7.7 42 QAM 256 10
12 219000000 7.7 42 QAM 256 11
13 227000000 7.6 42 QAM 256 12
14 235000000 7.6 42 QAM 256 13
15 243000000 7.5 42 QAM 256 14
16 251000000 7.3 42 QAM 256 15
17 259000000 7.4 42 QAM 256 16
18 267000000 7.4 42 QAM 256 17
19 275000000 7.2 42 QAM 256 18
20 283000000 7.2 42 QAM 256 19
21 291000000 7.3 42 QAM 256 20
22 299000000 7.2 42 QAM 256 21
23 307000000 7 42 QAM 256 22
24 315000000 7 42 QAM 256 23
25 323000000 7 42 QAM 256 24
26 331000000 6.8 42 QAM 256 25
27 339000000 7.1 42 QAM 256 26
28 355000000 7 42 QAM 256 28
29 363000000 6.8 42 QAM 256 29
30 371000000 6.8 42 QAM 256 30
31 379000000 6.8 42 QAM 256 31

Re: Internet service become useless
 

The 3 dB attenuator is not the problem and is actually giving you good levels. It's modulation flapping (64QAM ↔ 16QAM) which indicates the upstream signal problem.

Re: Internet service become useless
 

I wouldn't put it past someone trying to extend with cheap cable, trying to feed a tv thinking it was Freeview or running some dodgy appliance. There's enough omniboxes with the covers off nearby. It is more noticeable evenings and weekends.

Re: Internet service become useless
 

I too have had an awful internet signal for 3 weeks. I am in CF24. I have also had pixelation on sports channels. An engineer came 2 days ago and installed new connectors, a new router and some new cabling that he said replaced some coroded ones.

It was fixed for 2 hours before I was cut off during an important online work video call and the internet disappeared for 15 minutes.

It is now back to intermittent internet. Status says there is a problem in my area that will be fixed by 5pm. I have registered for compensation. I am at the end of my tether with this. I can't stream a single thing.

I stupidly signed a 24 month contract in March 2026, or I'd be ending my time with Virgin.

Any advice appreciated.

Re: Internet service become useless
 

I know your pain, is the status saying it's now fixed or has it been extended?

If there is a F reference on the status page, include that here. People better connected than I might be able to look further into it. The logs from your modem might give hints too.

Re: Internet service become useless
 

It's constantly orange and says "There is an issue". With the broadband anyway.

It now says:
Estimated fix time
5 September at 16:09.

That fix time was yesterday afternoon

The TV status is green and no issue despite there being an issue that has been with me for a month and an engineer supposedly fixed.

Re: Internet service become useless
 

Still intermittent internet. I work from home. Every video call with my boss is an absolute embarrassment.

Estimated fix time

Today at 9:09pm.


Righto

Re: Internet service become useless
 

As you would have noticed, the estimated fix times have only a very passing connection to reality. They are just auto-generated. VM are aware that there is an issue, but It’s quite possible that nobody has been assigned to fix it yet. Or something needs to be replaced but there is no timeline for when this will be done. The estimated fix time just gets kicked down the line - but creates an illusion that something is being done.

Re: Internet service become useless
 

They've probably outsourced engineering to Bombay or somewhere :D

Re: Internet service become useless
 

I rung them in the end. I spent 1h01m on the phone. This is what I was told:

-The orange broadband issue is wrong. There's no problem in my area.
-It is just my house that there is an intermittent internet problem.
-They can see it at their end
-The engineer sent out last week didn't fix it.
-They are going to send a specialist engineer out.
-This usually costs the customer a charge. This time though they will waive it.
-That's right, for serious internet problems, they usually charge their customers to fix it. At this point I was laughing down the phone. It was surreal.
-They said they'd call me back on Monday when fixed. I said I'm leaving the contract if it isn't fixed, even if I have to pay. I just want a stable internet company.

I feel like since they were fined £30m, they have cut back on service levels across the board.

Re: Internet service become useless
 

sorry to hear that.

Unfortunately, whilst mine has improved, it still is having noise problems, so I cancelled 5 months in and currently giving my 30days notice.

Re: Internet service become useless
 

How did you persuade them to waive the early disconnection fee? Or are you happy to pay, what 18,19 months worth just to be shot of them?

Re: Internet service become useless
 

I complained, they said if it wasn't fixed in 30 days I could leave penalty free. It wasn't so I acted upon it and its due to go through on the 7th October. My bill does show a one off termination fee, hopefully they are good on their word otherwise my CISAS case has been accepted and I will use that.

Re: Internet service become useless
 

I have just booked my 3rd engineer in as many weeks. I will just keep booking engineers to come out I guess. Then perhaps on the 5th one, I will make them phone up virigin media to cancel my services whilst they are on my property.

Re: Internet service become useless
 

I do hope that you have some sort of proof that they did promise this. Noise issues are a tough one to call, VM make only one real promise, that your download speed will not be consistently lower than 50% of the rated speed - no mention of upload at all.

Other than that, the onus is on you to show that the service is 'not fit for purpose', ie Teams meetings are impossible or hopelessly unreliable.

If you don't mind me asking, this 'one off termination fee'; how much? There shouldn't be one if they have agreed to release you from contract without penalty.

Re: Internet service become useless
 

I have months’ worth of the BQM graphs and the online chat transcripts to cover my case (including that if it wasn't fixed in 30 days I could leave and another confirming the ETF will be removed). I have months worth of Hub 5 logs showing constant T3/T4 timeouts. It also helps I'm a network specialist.

£402.34, Apparently, they said and I have this in the chat, the charge needs to be added too the bill in order for them to remove it. So I will be getting on to them to ensure that's still the case. I also have CISAS to fallback on if they fail to comply.

They are apparently also trying to offer me £21p/m to stay. I was happy with the £25 as long as it worked. The sky stream and all my other devices cutting out at the same time several times a day meant I lost confidence in the service only a few months into the contract. In my area I spotted cabinet doors wide open and I can't guarantee this won't happen again in the future. I'm not short of options; I can go with 5G or full fibre. Was happy to take a chance on Virgin Media with the deal I got, but I have been massively let down.

Re: Internet service become useless
 

Here in the North West (Wigan) in my part of Wigan last weekend and into Monday we were without TV and Internet and the My Virgin Media app was showing it being worked on.
Also most of the following Saturday we were without the same services.
Yes i know these things happen and nothing is perfect so i can't really complain.

Re: Internet service become useless
 

"£402.34, Apparently, they said and I have this in the chat, the charge needs to be added too the bill in order for them to remove it.”

And that makes internal alarm bell go off.

Re: Internet service become useless
 

Fortunately I have uk consumer Law on my side.