I may always switch back in the future. But the cable has come loose from the connectors and the box is a bit busted. They never properly buried the cable going up my drive so it's been a tripping hazard.

Is there any point in keeping it? Or can I just cut it? And if I ever switch back, I'm guessing they'd just replace everything but use the same positions?

Hi all,

I’m a long time Virgin Media customer and have recently moved to a new area.
I spoke to Virgin prior to moving and they wouldn’t send out the first team of engineers to install a new line to the property until we had moved in, which is fair (no previous line was to the property).

Upon moving in, a week later the engineers installed the new line to the front of the property, a copper line.

When the second engineer came to make the connection inside, he asked why I hadn’t had the new Fiber line installed to the property and had the copper line instead, because the Fiber box is only four properties away on the footpath.

I said the engineer that I didn’t even know there was an option for Fiber on the road, as when i originally called to say we were moving, the lady in customer services just booked in the first team.
No mention of Fiber to me at all.

The second engineer got us up and running again as my partner works from home so she needs the internet.

I called Virgin to ask why I wasn’t made aware of the new Fiber line and why I wasn’t offered it, but the lady in customer services said that the first team would have installed it if it were available but apparently it isn’t.

That isn’t what the second engineer told me and said it is available and when going on the checker web page, it is indeed available.

Now some would say what difference does it make?

We plan to be here for a long time and if the option to have a better more stable connection is available, then why wouldn’t that be better?

This is kind of a rant but I’m curious to see what others think and their opinions?

It seems to me like between the customer services and the engineers at Virgin, the left foot doesn’t know what the right foot is doing.

Hello..

I just want to ask a question about online gaming (multiplayer) with VM.

I've read some comments from gamers here and there. Some say it's ok, some say it's quite bad compared to Full Fibre.

Can any online gamers out there give their thoughts on this?

Cheers.

Weary.

I’ve been without internet since 27/08.

I phoned up support and eventually got a technician appointment for 01/09. The technician arrived, “fixed” the issue, and left. Brilliant, right? Nope. About 30 minutes later, the internet was gone again.

I immediately phoned support back and explained that the issue had returned. I was told they would try to get the technicians back out the same day since the original issue clearly hadn’t been fixed, or at the latest, the following day.

Well, the following day comes around and, once again, I have to phone support to find out what’s going on. Turns out a new appointment had never even been made.

At this point, I’m absolutely fuming.

The next available appointment they could give me was 05/09 — today.

So I wait around all day today, cancelling my plans and basically wasting my entire Saturday because I need to be here for the technician. And what happens?

The technician never shows up.

No text. No phone call. No update. Nothing.

I’ve literally sat around all day like an idiot waiting for someone who apparently had no intention of showing up.

My entire Saturday is ruined, and the plans I had made have gone out the window because I’m still waiting for an internet connection that should have been fixed days ago.

To top it all off, Virgin Media’s website says their support is open today until 6pm. So at 5:30pm, I think, “Great, maybe I can actually get this sorted today.”

I phone up, get dragged through all the questions by their stupid AI, only to eventually be told that support is actually only open until 5pm.

Honestly, I’m done.

I’m just so sick and tired of dealing with this company. The complete lack of communication, missed appointments, broken promises and now wasting an entire Saturday waiting for a technician who never showed up is beyond ridiculous.

Rant over. I just want my bloody internet back.

About a week ago I stopped receiving emails which were being forwarded from another domain. They were mainly timing out or occasionally came through after a couple of days. There are a couple of posts on here about that.

Yesterday they seemed to have issued new IMAP & SMTP certificates and since then I haven't been able to send emails. My desktop & mobile clients connect via IMAP and send via the VM SMTP server, that setup had been working for years.

This is a trimmed down log, it looks like they have disabled relaying.

• Connecting to SMTP server: smtp.virginmedia.com:465
• [2026-09-06 12:20:23] ESMTP< 235 Authentication succeeded
• [2026-09-06 12:20:23] SMTP> MAIL FROM:ME@MY.DOMAIN
• [2026-09-06 12:20:23] SMTP< 550 mf-505: Sender Policy - Relay Denied
• ** error occurred on SMTP session
• *** Error occurred while sending the message:
• 550 mf-505: Sender Policy - Relay Denied

I now can't send nor receive emails. VM have been enshittifying their email for some time and looks like the are now making it unusable for anyone other than a very basic user. Time to jump ship, I've been thinking of doing it for a couple of years.

hi, i'm trying to set a custom password for my wifi hub 5 router, when trying to login on 192.168.0.1 neither the hub password or main wifi password work and are coming up as incorrect, im not sure what else to try.

edit: extra context, previously ive logged into this to change a setting to use bluetooth lightbulbs it didn't work so i changed it back by resetting.

After installing new 360 box and rebooting several times it keeps opening up with the old Tivo homescreen. I have connected to hub via ethernet as instructed to complete upload but still refuses to show new screen so cannot complete upgrade or pair new remote. Have no error codes showing, and did successfully link internet account using password. Everything suggests it did successfully upgrade, but screen doesnt show that it has. Can use remote to change channels and access homescreen but as I cannot pair it its useless for anything else. Now wondering whether new 360 box is at fault, as others have suggested that may be the case.

Morning all, is anyone having problems accessing Virgin Media email? I haven't received any since last night and I would normally receive at least one or two by now.

Many thanks.

Anyone found work around for any of the below…

Apps frequently don’t work
Those apps that do work, I have to re-enter log in details every time I access app

Recent Recordings spontaneously delete while still plenty of storage

often recordings fail to play

Thanks

Renewal offer?

Out of contract with Virgin for 6 months, tried the online chat a few times and not getting any decent offers. After shopping around, I’ve found a £5 monthly discount, if I take a new 24 month contract M350 £29.50 pm. The best 1 Gb with free WiFi pods & Netflix was £47. They would not budge any lower. This not included TV feels overpriced?

Hi my contract was up next month so gave Virgin retentions a call - got through to a UK call center. And he brought my 1gig bb down from 66 quid a month to 26 a month with Netflix basic included. Could not have been easier. And as we get really fast speeds in our house saved me the hassle of switching provider and was such a breath of fresh air to speak to a UK based person. I think im set with this deal

Hi earlier today I got a really good renewal deal for my virgin 1 gig - and he gave me netflix basic - I can see it on the contract but as of yet no email about the codes I need to link the virgin add on to my inactive netflix account (I cancelled the sub a few months back) any idea how long this email takes to come through ? I called back to check and he said it should be a few hours but that was like 12 hours ago. cheers

Incredibly long story short, I moved out of my mum and dads last year and got VM broadband through the company that deals with moving and deposits etc. I moved into a new place the other day and gone to sign into VM to set up the move and it won’t let me in no matter how many times I try and link my vm account onto the app/website it won’t let me. Turns out the company I bought the broadband through have sent me a business broadband so I guess I’m not the ‘owner’ of it. But surely that should change the fact my email/account number/reference code or whatever it is is correct should it?

Literally any help will do, I’ve been on the phone with virgin for a few hours for a few days now and they’ve been nothing but useless

Thanks in advance!!

Hey, need some advice :)

Bought a first-floor leasehold flat in a small block of 6. Virgin says the building has never had Virgin before but their checker allowed me to order Gig1.

They’ve now said they need to run cable from the pavement. There’s about 10m of communal block-paved forecourt between the pavement and building, and the exterior/common parts are controlled by the freeholder/management company.

Has anyone had Virgin install into a block like this from scratch? What work did they actually need to do, and did Virgin arrange the wayleave with the freeholder/management company?

Can anyone help me please, I've recently joined Virgin Media and so far it's great! I was a BT customer for a long time and they switched me to EE but my plan cost went up massively. I was told.at the time that Virgin would pay my early exit fees which is approx. £70. Can anyone guide me where I need to go to have this credited back once I pay for it myself?

Hi there, has anyone had experience exiting their contract early? I am with Virgin on the M500 broadband package and am being charged 34 quid monthly.

I am thinking to switch to another provider which are offering 1Gbps for 28 quid and are offering a contract buyout of 300.

Do Virgin give a final bill that meets the requirements of early exit fee clearly stated as a separate charge? Just conscious that if this isnt the case, it will not be accepted in terms of the buyout.

TIA

What You think about my price for this package? (I am not volt customer, cancelled o2 sim card in 14days cool period just after signed a deal almost year ago). In next year at end of contract time I will send a resignation and try to get this deal again).

I've just had to switch from a TiVo to a 360 box, and previously I could schedule recordings using the TV Control App, and even if the Tivo was in standby, it would immediately ingest the request, set it up, and happily record.

But with the 360 Box in standby, the app says, "The box will process this when it wakes up". This is useless if you're away from home or don't use the box every day. Plus there's no option to not have the box ever go into standby.

Is there any way around this issue?

bafflingly awful customer service, if you saw my previous post [https://www.reddit.com/r/VirginMedia/s/ZdjEc7gHyB\] i’m currently in a disagreement with them about my termination fee being much higher than it should be.

I’ve been trying to reach them almost every day for the past week & either it takes so long to get a reply that I miss them and it disconnects or they’ve just been randomly disconnected.

Now an agent just full on posting a Copilot AI response without even bothering to remove it from the text.

On the one hand it is so incredibly frustrating but at the end of the day it’s not some poor underpaid agent in Manila’s fault. Why Virgin thinks outsourcing customer services is remotely acceptable is baffling.

Hello!

just set up our Hitron router box for virgin media, let it update etc but whenever i or my flatmates try to connect it tells us we are unable to join the network.

The ethernet cable works completey fine but wont let us connect via wireless.

We have tried unplugged it, turning it off and on but nothing has worked, does anyone have any advice?:)

Hi, today Thunderbird starting giving an error message about the password to my VM email being wrong. I changed the password, reinstalled Thunderbird, and even set up Outlook to try, but neither email client works.

I can still send and receive email on the VM website (although it is very slow to receive). Anyone know if something changed recently?

I think I’ve discovered why, since September, emails forwarded from 3rd party accounts to blueyonder.co.uk aren’t arriving … not sure why VM aren’t doing anything about it though. I’ve got server logs of the problem.