Internet service become useless

bobgarb · 14-07-2026, 08:09

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!!!

SnoopZ · 14-07-2026, 13:47

Get an engineer out.

Jaymoss · 14-07-2026, 14:20

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

jem · 14-07-2026, 16:00

Quote:

Originally Posted by SnoopZ

Get an engineer out.

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 ----------

Quote:

Originally Posted by Jaymoss

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

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.

bobgarb · Yesterday, 12:00

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

thenry · Yesterday, 12:06

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

bobgarb · Yesterday, 19:12

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

thenry · Yesterday, 19:14

Are you reading the responses in this thread?

spiderplant · Yesterday, 20:37

Quote:

Originally Posted by bobgarb

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

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

bobgarb · Today, 11:25

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 .

**Paul** · Today, 17:38

Quote:

Originally Posted by bobgarb

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 .

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).