hello! has anyone had this issue where the 360 box just wipes all recording and planned recordings? it happened for us today!!!!

Just swapped over to 360 firmware with my tivo box, is it normal that the box disply is blank, not even power lights to say its on or off ?

Hey all,

I know this isn’t a new thing regarding Virgin delay installations. I was wondering if anyone has any info that can help me with a decision.

So I have had Virgin Business Fibre for 10 years or so. I used to have a company (work from home) but for couple of years I am payee worker now. I decided to move to Virgin fibre residential one as it’s higher speed and cheaper.

My notice period is 3 months which ends on 26th November so I thought I order Virgin media fibre so it’s installed before my other one gets cancelled.

When I ordered, it said by 19th October I will get the equipment as it’s self install. However today I got an email saying it’s 28th November!

After reading posts I don’t have confidence they will install on that day. So my question is, is there a legitimate reason for the delay, or it’s generic keep delaying it?

Few things to note:
- Virgin business fibre already install and active
- no other fibre than Virgin and Hyper optic is available
- it’s a residential building with Virgin customers around as I see WiFi names
- business one is 350mbps whilst new residential is 1gig

Anyone works at Virgin who would know what the delay could be? I will call Virgin again tomorrow but they aren’t of any help. It can’t be any planning or cabling as their business side is already here and so is residential

Is it worth moving or shall I stay with business?

Location is London btw

Does anyone know if existing gig1 customers can upgrade to gig2 yet? I've been trying since they released it. If I was a new customer they would install it but as I'm not they wont.

Hi, we have an old v6 box and have been sent a new stream box with two remotes. We were told the v6 box would change over to be like stream (ie we will lose our recordings) and that we’d then also be able to use the new stream box.

My question is as the v6 box has recording capabilities can we still record shows to the v6 box once it has changed over or do we lose that function?

My other question is whether every programme is available to add to the watchlist on stream? Or is it only possible if there is a catch up/ on demand function available from that tv channel?

Thank you

Just got off the phone with the salesperson for my area, landed at £46p/m...

Entertainment Volt

Gig1 + symmetrical upgrade

Netflix premium upgrade

Disney+ premium upgrade

Virgin Kids TV

15gb ultimate O2 SIM

Hi everyone, looking for a sanity check on my home setup before I finalize everything.

Current Setup & Plan:

• Hub: Virgin Media Hub 5
• Main Router: TP-Link Archer AX3000
• Plan: Move the Hub 5 into my mum's room (where there's an active Virgin coax wall plate) and switch the Hub 5 into Modem Mode (using Port 4 / 2.5G port).
• Bedroom Connection: Run a Cat6 Ethernet cable from the Hub 5 into my bedroom to feed the TP-Link AX3000 for low-ping gaming.
• Downstairs/Garage: Use a TP-Link OneMesh extender downstairs connected via Ethernet to a garage Access Point.

My Questions for the Subreddit:

1. Previously, when the Hub was upstairs in normal router mode, I experienced high downstream power levels. Will putting the Hub 5 into Modem Mode with the AX3000 handling routing prevent the performance dropouts/latency spikes caused by high downstream levels?
2. If the downstream power on this wall socket is still a bit hot (e.g., above +10 dBmV), should I buy a 6dB/10dB Forward Attenuator to screw onto the Hub 5, or is it better to book an engineer visit to balance the line?
3. Are there any known issues running a TP-Link OneMesh extender's Ethernet port out to a secondary Access Point in the garage?

Thanks in advance for any tips!

Hi,

Anyone else have these issues?

Trying to change online security settings and it always fails with an error and says the settings can't be saved. Inspecting shows there's a backend issue.

https://api.vmo2digital.co.uk/capg/customer/websafesecuritysettings 500 (Internal Server Error)

Literally, a fundamentally important part of the service and it hasn't worked for weeks.

Trying to pause a connection via the awful mobile app? 'Device pausing available soon' and they're having problems with pausing on the Hub5x. It's said this for three years....

I wish I had another fibre provider where I live, because these guys are rubbish.

:(

Have been a customer for over 7 years, never had a month without the network going down for at least a few hours or days/weeks. But this last month has been the absolute worst.

I’ve had 0 internet service since the end of September and there are 3 people living who all rely on the wifi due to working from home. I rang them the next day and they said it’s a router problem and they’l send a new one. It arrived after a week it, installed it and still no service. It then took over 6 days for the first technician to come over and said he could not fix the faulty cable line which was supposedly causing the issue.

They have a separate subcontractor who deals with these repairs according to him. After he left I called Virgin back in the evening and they said the next technician has been booked for the 29th of October to actually come and fix the issue. So that would be over one month without no wifi at all. I told the agent I would be cancelling my service and we are not flying to the moon here, it shouldn’t take this long to fix an outage. She said all the engineers are busy until the 29th and there’s nothing she can do apart from offering me a £20 data voucher to use until they come at the end of October. Absolutely terrible service and network.

I’ve cancelled the direct debit and will ignore any letters they said. Have found a deal now with Community Fibre who are coming to install their service the next working day and I’l be paying half the price monthly. Yet with Virgin they force their existing customers to sit a month without wifi, they can get stuffed. Worst provider ever!!!

So, I live in a shared house. I’ve been here for over a month now without wifi because the landlord won’t resolve it quick enough (not with Virgin). I found a technetix isolator on my wall in my room. Does this mean if I bought my own broadband and went with virgin media, I already have what’s needed to set up?

TIA :)

When I enter my email address I am thrown back to the start of the signin process, rather than the screen to enter my password. I've even tried signing in on Chrome incognito. Anyone else having the same issues? I can't be bothered with a 30+min wait for the call to be answered to them go through confusing IVR and possibly being passed from piller to post only to be told to call another number.

I think from yesterday 12/10/26 internet access has stopped?

It's not the contract or access but outbound connections

My setup at home is the Hub 5 running as modem mode with an Asus router with Quad9 DNS - this has been working ever since I've set it up

Yesterday, the outbound connection has just stopped, my router connects to the phones and servers locally at home but no device can connect to the internet

The only exception I've found is connecting via my PiHole server which is attached as a DNS via the DHCP settings on the router for MAC specified clients - all of these work and can access the internet

The PiHole is running 2 sets of Quad9 DNS servers, a total of 4 entries which are the same ones being used by the Asus router

As an example:

My Virgin Media TV stopped being able to access the internet

I had rebooted my router, modem, and TV box with no alleviation

I assigned a static IP to the TV box and used the PiHole as it's DNS, this solved the issue and the TV box now works as expected

I would prefer to use the router as is without having all devices going through the PiHole, I'm not sure it's equipped to handle many devices and multiple streams.

I'm not entirely sure what's wrong or how to diagnose the issue, any help or support would be appreciated

Just a bit of advice for anyone struggling to deal with customer support when trying to lower their bill. I used to work for a company that used to sell virgin packages, so it is definitely not my first rodeo.

My contract ended, and I noticed the website was offering to repackage my deal for £26 a month on my account. I called up support to cancel. The agent immediately went into standard mode: "Oh, let me use all my resources to see what I can do for you."

He left me on hold for five minutes, came back, and offered me £29 a month.

I pointed out that the website was literally showing me £26. He tried to claim that price was only for new customers. I told him no, it was explicitly showing on my logged-in account page. He went away again, this time claiming he needed to speak to his manager for a "super special offer." He came back with £27 a month.

At that point, I told him CityFibre is offering 1Gbps for £22, so I would be moving to them. I told him to just process the cancellation because I already know the outbound retention team will call me in a week to price match it anyway.

He tried one last bluff: "Sir, I am your last line of defence."

I just said, "That is fine, cancel it."

Then he tried to get sneaky: "Well, why don't you just set up the switch through CityFibre directly? They will cancel it for you." (He clearly just didn't want a hit on his personal retention record).

I stood my ground: "No, you cancel it right now."

Twenty minutes later, job done. Now I just wait. I will get a call over the next two to three weeks, and they will offer the 1Gbps package with Netflix Basic for £22. Stay firm, don't let them play their games, and always push for the cancellation.

Different teams have different offers you want to reach the win back team that's their last line of retention before they've lost you as a customer so they can offer you the best prices.

You know the saying it's cheaper to keep a customer than get a new one.

Hi, I have a pre-existing Virgin media email and it's under my mums account. I moved out, and subsequently got my own WIFI which I've tried to link to the Virgin media account. Each time I try to do it it automatically logs me in and shows me my mums WiFi status etc. There is no way for me to change or remove myself and I wonder if it needs to be done by my mum who is the account holder?
Tried to ask Virgin media but they keep sending me the same link which just logs me in again and they are now ignoring me.
I can't access anything online it all just comes through to my email and asks me to view my account which I can't do.
How do I fix this???
Thank you in advance

Has anyone had this issue with Virgin Media when trying to sign up as a new occupier?

I’m taking over the bills in my mother’s property where there’s already an active Virgin Media account in her name. She won’t be associated with the property anymore, and I do not want to transfer that account into my name. Also, they are asking me to get in touch with the previous bill payer to get them to settle the account - that is absolutely bizarre to me. Why aren’t they doing that?

I found a good Gig1 new-customer deal through Uswitch and signed up using my own details.
Virgin then emailed me saying there’s already an account at the address and suggested transferring the existing account instead. I called Virgin, but because they apparently never created an account/order for me, they couldn’t find any of my details on the system.
I tried signing up again through Uswitch and have now received exactly the same email for a second time.

So I’m basically stuck in a loop:
Virgin won’t process my new-customer order because there’s an existing account at the address
I don’t want to take over that account
Customer service can’t help because I don’t have an account number
Their online complaints form makes you sign in, which I obviously can’t do because I’m not yet a customer

Has anyone managed to get this resolved?

Ideally I want Virgin to clear whatever address/account issue is blocking the order, deal directly with the outgoing account holder about their account, and then let me take the Gig1 Uswitch deal as a genuinely new customer.

Is there a specific pre-install/new occupier team that can sort this without an account number, or is my best option now to send a formal written complaint to Virgin?
Also interested to know whether anyone has managed to get Virgin to honour the original Uswitch price after this kind of issue.

So just found out that if your Virgin TV 360 box is connected to another ISP when it starts up, you get the following...

Look, I'm all for offering a subpar service for extortionally high prices, wrangling every 18 months for a better price.../j But this? Really?

Context: Unifi gets both WANs. Switch to WAN2 as primary, restart the box, and get this message. All menus disabled, no live TV, nothing.

What's infuriating is that if the box (I'm talking about both mini and normal 360's here) can't connect to the network, it still allows live TV over coax, (On demand doesn't work which is fair and intentional in my opinion) and all the old TiVo boxes 1 to 6 all used that for signal, comms, status and license. What's silly though is those old boxes worked for on demand too including "web" services like ITVX... So why can't this one?

Looks like no one has posted about it before so I thought I'd make this a somewhat PSA... Don't get another provider unless you're looking to bin this one, or wire them so completely separate. (Which is very difficult in a flat environment).

Just as a note, this applies to Ethernet plugged in too, not just WiFi. They really need to update that term. I guess it's for non technical people. This is why I put it in quotes for the thread title.

Hi I've been with virgin for awhile now and know the dance to get a better price . My contract is ending and I rang and cancelled to do the whole better deal dance , but mentioned that we are moving soon as we bought a house and waiting for it all to go through, so now they have cancelled and told me they can't help because im moving, rang the Scotland number spoke to them and they said can't help cause of the move and told me to get a new provider until I move . But the sale could be done in the next week or another two months, so what do i do just get another provider?

London based.
My 18-month contract ends this month. Currently on Volt M350 + weekend landline, originally paying £23/month, which increased to £26 in April 2026. Landline is barely used, apart from occasional calls from older relatives, so could potentially remove it.

Spoke to retentions (020 3743 6970) and the best they offered was same (above) package for £24/month for 24 months, rising to £28 in April 2027 and £32 in April 2028. That's £680 over the contract! And paying £32 for the final 7 months seems ridiculous also. Would never sign up to that price in the first place.

Asked about downgrading speeds, but Volt M250 was around £23.50/month (£22.52 online renewal price), so hardly worth it.

Community Fibre offers 1Gbps for £15/month, but their engineer confirmed installation would involve quite a bit of drilling/cabling through our recently renovated house, which we'd rather avoid. Other providers aren't particularly competitive either.

I'm happy with Virgin and would prefer to stay, but these annual £4 increases really make the deal unattractive.

Advice?

update. VM phoned and could not be more helpfull. new provider contacted them. they did offer a new deal but understood we were leaving. cant fault them for this interaction. was expecting it to be difficult but the guy was pleasant and very helpful.

Hi all, I have been offered a far better broadband deal. I have found the original contract from Jan 2011. do i have to put it in writing or can i cancel by phone? as its a rolling contract might i assume come Jan 2027 it will end without any exit fee? Thank You for your help

I'm sharing an experience with Virgin Media's One Touch Switch process.

Timeline:

• 22 December 2025: Virgin emailed confirming that Rise Fibre had notified it of my intended broadband switch.
• 2 January 2026: Rise Fibre activated my new broadband.
• January: I contacted Virgin about the switch and my final bill.
• 20 April: I contacted Virgin again because it was still billing me.
• January to May: Virgin billed me a total of £301.25, which I am disputing.
• 27 July: Virgin confirmed in writing that the One Touch Switch request had expired on 22 January without completion. Virgin attributed the incomplete process to the gaining provider.
• 28 July: After a £52.45 credit, Virgin still demanded £80.95.
• 24 August: Virgin issued a default notice, warning of possible debt recovery and adverse credit reporting.
• Subsequently: I began receiving calls from a debt collection agency.
• 2 September: Virgin's final complaint response provided no clear financial resolution, referring only to additional billing guidance.

Rise Fibre has reportedly told me it did not initiate the switching request, whereas Virgin's original email indicates that Rise notified it. I cannot independently establish what happened between the providers.

My main concern is that I informed Virgin directly about the situation, yet the charges and dispute continued for months.

I've spent at least five hours on calls and administrative work trying to resolve a problem that should have been straightforward.

Has anyone else experienced a failed One Touch Switch followed by continuing bills, debt collection, or credit reporting concerns?

I'm particularly interested in whether this is an isolated administrative failure or something affecting other customers.

One out of my 3 pods has this constant hitching coil whine type sound which is very faint but very annoying. It also gets warm pretty fast after about 20 mins of turning it on. What can I do? Any way to get rid of this noise, I don’t know if that’s possible or not? Thanks

I'm in Ireland, and in my first week I've had multiple dropouts. Some of these drop outs make the router reset automatically. The logs corroborate this. I can see on Saturday I got this error 7 times, and I got one again today (Monday)

No Ranging Response received - T3 time-out;CM-MAC=90:5c:44:12:96:5b;CMTS-MAC=00:17:10:9a:85:84;CM-QOS=1.1;CM-VER=3.0;

I called Virgin today about this and was told the "Reset the network" and if I could monitor it for another few days. I tried to ask what that actually meant, but then the call dropped, and no one has called me back yet.

Has anyone had these issues and actually had luck in getting it solved?

Does anyone know what "Reset the network" is, and if it actually did anything?

The thing is... I'm still in my cooldown period, so I can cancel this week with no penalty. So I'm considering just changing provider instead of resigning myself to 12 months of dropouts and tech visits. I see on this subreddit that a lot of people get tech callouts who either don't have the time to, or aren't able to solve the issue.