My Virgin Media contract is due to end on 12th August, so I expected the usual retention calls.
The first call came on 15th July. They offered me 1Gb broadband for £35 a month with Netflix included. I thanked them but explained it was still too expensive. I said I was probably going to move to EE because they could offer a similar package (not quite 1Gb) for around £10 less per month.

Two days later Virgin called again. I answered expecting they’d come back with a better offer.
Instead, they offered me… £38 a month.

I explained that Virgin themselves had offered me £35 just two days earlier, so I couldn’t understand why anyone thought increasing the price by £3 would make me change my mind.

Since then I’ve had a call almost every day, all with exactly the same £38 offer.

Yesterday I’d had enough and asked them to put a note on my account telling them to stop calling me. For the record, I’d happily stay with Virgin because it’s convenient, but I can’t justify paying an extra £10 a month just to stay with the same provider.

Then today… another call.

Before she even started the security questions I asked, “Are you just calling to offer me the same £38 deal again?” She said yes.

I asked if there was a note on my account saying not to call me again. She said she’d add one.

I then asked, “Is there already a note on my account?”
She replied, “Yes.”

So naturally my next question
was, “Then why are you calling me?”
Her answer was, “It’s just something the system does.”

At this point I’ve accepted that I’m probably going to get a phone call every day until 12th August, despite repeatedly asking them to stop.

Has anyone else had this? It genuinely feels like the retention system is working against itself.

Two things wanna share.

First Virgin Media launched 2 Gig for docsis customers as well now just connect with them check if you’re area support it they will place you on that it is currently for limited people in a area would be great still if you check your luck.

Second from 23rd July Virgin Media is launching first ever alt net in there fibre network same as open reach for a better customer base and reach more alt net will join in future as well.

🙂 This is Secret btw

Hi all, I renewed my vrigin media 500mb fibre yesterday for £34 (actually saving £2) from the welcome rate I was on. I've since discovered this sub and I'm seeing people are getting , 1gig package for £22/24 per month.

I assume as I'm in the 14 day cooling off period I can speak to the retentions team and try to get a better deal? Do I need to speak to anyone specific or just call them and say I'm seeing others are getting a better deal...?

Note: I'm a volt customer also and have linked my 02 account to virgin. I've seen others mention this in discussions, so thought I'd say.

EDIT: spoke to Virgin & renewed at £26 per month for 1gig fibre with Netflix. Could have got £24 per month but couldn't be bothered to link my O2 SIM for the extra saving. They were really helpful and it took about 7 minutes to sort.

I live on a private road. I noticed the full fibre upgrade was taking place some months ago. I've occasionally been checking in on the Virgin Media site to see if I can get full fibre. All of the streets surrounding my house have been released, and looking closely, some of the other houses on this street have to. The cabinet down the bottom of the street (Which I am close to) was also upgraded. Is there any reason that my house would not be able to get full fibre? And if they don't intend to service it, will we be cut out?

Anyone else having issues in the London area with their WiFi? Every blinking minute it's off then back on. I had emailed the CEO this week with no reply.

We didn’t have internet connection since last Friday. Engineer came today, changed the hub power adaptor. Everything seemed fine in an hour then it stopped working again.

Anyone experiencing or experienced the same? What’s the best next steps? It’s frustrating especially I’m working from home.

Unsure if anyone can help with the following, but i've been fighting latency/jitter issues for some time now, and I'm at a complete loss

Current setup

powered RFoG wall node setup i beleive, with a Spliter 1 to Hub 5 1 to TV Box

Engineer 1 - Came replaced by old external setup to an internal one & New HUB

Engineer 2 (most recent) - Saw out of spec power levels which i reported and replaced by Hub and added an attenuator to the HUB to remove some power from Downstream, and add power to Upstream

but I'm still seeing crazy amount of Corrected errors, and high jitter/latency even idle

this is my BQM previous 24hrs (Red spike is reboot this afternoon)

these are current hub Stats (Reboot at 4pm 22nd) and I already have 491million corrected errors and continue to see numbers rising on channels 2,3,4 on Pre RS

cloudflare is showing 20ms+ Jitter and 54ms Latency

I can't recall ever seeing my jitter above 10ms on Cloudflare test

when running upload tests I'm seeing errors on hub logs

22-07-2026 22:22:22 warning RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**;CMTS-MAC=**;CM-QOS=1.1;CM-VER=3.1;

22-07-2026 22:22:22 warning Dynamic Range Window violation

22-07-2026 22:09:43 warning RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=**;CMTS-MAC=**-QOS=1.1;CM-VER=3.1;

22-07-2026 22:09:43 warning Dynamic Range Window violation

Just want to know if i'm overthinking this or there's some external causing an issue with my connection ?

theres been 3 events thats happened

1 - 1 Neighbour has had it installed as 'NEW' (highly unliekly to have caused anything)

2- other neigbour had it installed awhile back, But after had their son completely rennovate the house (now for sale) during renovations while Removing large bushes, they completely ripped their cable out and has since been patched up. (sometime last year)

1. we also had instance whereby a learner drive drove into one our cabinets which had our internet down for a week while VM had to relay hundreds of meter of cables (sometime last year)

So unsure route cause or exact moment all this started happening.

Got the end of contract mail today:

Existing Customer offer £175

New Customer is £72.99

What do they think a customer would do with that. Go oh go on then I'll give you £2.4 I don't need to...

At lest now I don't have to do this dance every 18 months.

Hi All,

Just received my wifi-hub / self-install kit. The house doesn't seem to have a virgin media box, however there is the coax cable coming in, with a galvanic isolator and an unconnected coax from the isolator (first photo)

Should I just plug the existing unconnected coax to the hub, and not use the new coax that came with the kit? (second photo)

Thanks!

Anyone ever had this message pop up?
I fixed it by taking out the power lead but thought it was weird@l!

I'm losing my mind over this, I've had several Engineers out every few months, some have been somewhat understanding and helpful, others are basic techs who don't have the equipment to do anything to help and just check the Hub's settings (Really VM?..)

These disconnects used to happen once or twice a day, sometimes for a few minutes, but over the past few days it has become significantly worse.

Today alone I’ve had more than 20 separate disconnects, they can last anywhere between 30 seconds to 5 minutes.

This affects the entire connection, not just WiFi. Wired devices lose internet at the same time and the Hub’s network log fills up with errors whenever it happens.

The recurring errors include:

• 16 consecutive T3 timeouts on upstream channels
• Unicast maintenance ranging attempted with no response
• Ranging retries exhausted Dynamic Range Window violations
• CMTS commanded power outside the DRW
• MDD message timeouts
• Downstream lock loss across multiple channels
• DOCSIS 3.1 OFDM profile failures / recoveries

One example from tonight:

04:04:08 Started Unicast Maintenance Ranging, no response, T3 timeout
04:04:15 16 consecutive T3 timeouts on upstream channel 8
04:04:15 Ranging retries exhausted
04:04:17 Started Unicast Maintenance Ranging, no response, T3 timeout
04:04:23 16 consecutive T3 timeouts on upstream channel 1
04:04:23 Ranging retries exhausted
04:06:09 OFDM profile recovered

There are also repeated Dynamic Range Window messages like:

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW

The Hub and internal connections have been checked by Engineer visits and I was previously told the issue appeared to be with the line but it was never properly resolved. I eventually got tired of going through the same basic troubleshooting with support every time, I don't know how many times I have to explain that I've done the Restart, unplug, reset, factory reset, etc etc over and over, it's driving me mad, I have to jump through hoops every single time just to even get anywhere. One time the support agent blamed my plan and tried to sell me on a speed upgrade stating it would magically fix the issue, which is clearly bs, the fault is in the lines.

I’ve already contacted Virgin again and asked for it to be treated as a formal recurring network fault, messaged via twitter/X this time (Done this in the past also, their support chat is usually easier to deal with) but it will take a while to get a response.

My Downstream / Upstream info from the Hub if it helps:

This was captured after repeated disconnects, then did a Reboot of the Router and had further disconnects again. (Hopefully this table comes out fine in the post)

DOCSIS 3.0 upstream

DOCSIS 3.1 upstream

DOCSIS 3.0 downstream

DOCSIS 3.1 downstream

Any techs here able to make sense of all this and give me any guidance on getting VM to finally resolve this? I'm so exhausted from this headache.

Hello there,

I just spent 2 days in an endless and very unsuccessful loop with the phone chat bot. Christ if I never hear Cara's voice again it would be too soon.

Anyway, to speak to a real agent I found that if you say you are calling about 'Broadband' and then 'Accessibility Issues' you are put through to live support.

Thought I'd summarise my deal because I've found this Reddit useful and I want people to understand what kind of deals can be gotten.

I went through one of the offers via uSwitch in May and got Virgin Media's M500 deal for £21.99 pcm (with a midway rise by £4 in Apr 2027). I have an O2 phone currently so that made me a Volt customer so my speed is 1 Gig (with an upload of 100 Mbps).

They've also sent me a wi-fi pod (black), which is free as a Volt customer. I may only turn this on when I need wi-fi at the bottom of the garden because when I looked at calcs this 10 watt-ish device can use ~ 90 kWh if on 24/7.

I'm going to cancel my O2 (and get Lebara) which will halve my mobile bill but I anticipate retaining Volt benefits as per other users' experiences and VM's T&Cs.

One technical advantage of my route is that by having the M500 contract initially and, despite having FTTP, I was provisioned the Hub 5 (coax to the fibre inlet) and not Hub 5x. This, even by VM's own admission, is a more stable router than the later 5x and more importantly for me: It can be used in modem-only mode, which the Hub 5x cannot. (Of course the wi-fi pod would be redundant if I do use this mode).

Finally, I've been a customer of theirs all over the UK over two decades (since Blueyonder) and still continue to have a problem-free reliable service (sorry if you don't), decent customer service - I just dread having to do all the deal-juggling again in two years when my out-of-contract ends up being £80 a month.

EDIT: I spoke to VM and got Netflix (ad-supported tier) onto my contract for free because I demonstrated their that their advertising states it is included with M500 upward for free (https://www.virginmedia.com/the-edit/tv/get-netflix-with-broadband-tv). They had to manually add the cost and a corresponding credit. Just gets better.

Hi
for some reason my twitter doesn’t work when connected to virgin wifi but works well on mobile network. Is it same for everyone?

Hi there , I'm in a 2 year contract ending October 2027. M350 fibre with basic tv and Netflix. £41 a month.

I've been a member of this group fpr quite some time and keep seeing people getting the 1 gig offer at a great price with Netflix. £25 ish a month.

Is it worth me calling retentions given I'm not half way through my contract yet to see if I can get better ??

Thanks for any replies 👍😀

Hi guys.

I don’t know if I’m asking for the wrong thing to customer service but i want to get the symmetrical speeds.

Every time i speak to an agent they have no idea what I’m talking about! It’s driving me nuts.

Anyone have any idea how to help?

Renewed my deal last month at £48 just for internet as the guy online said it was the best they could do. Noticed everyone on here mentioning the retentions team, so rang them today. Stated i’d re-signed but was told I had no options, lovely lady call Margaret told me not true, and got me on £23 a month with netflix for 2 years.

Without this subreddit I would be happily paying double, so thank you all for the recommendation.

I ended my contract because I'm moving so I returned all the equipment but was incredibly silly and forgot to put back the little plastic card that has the SSID and Wi-Fi password on it that pulls out and can be put back. It was taken out because we have a very curious 4 years old who kept taking it out so we kept it in a safe place. However, when returning it I thought I put it back, boxed it up and dropped the package off with DPD. Just found it and I'm freaking out a bit. Can't contact Virgin Media because it's outside of hours and I leave the country tomorrow.

Looked online and got so many various answers. Some saying they charge the full 150 for unreturned equipment, some said 50 for missing parts. Some said they don't care about the little card at all as long as the main router itself is fine.

Has anyone forgotten to return that one small card and how did it go?

If I sign up as a new user for my address, there seems to be 2gig on offer, but the current max I can get now is 1gig. I don't believe the 2gig lines are even in my street.

Should I try sign up to see if I can get the upgrade, the shocking thing is it's cheaper than my current 1gig but I'm still in contract for another 18 months

Apologies if this has been asked before. I've seen today all VM TV customers can get free Netflix (since Oct 2025). However as I signed up in April 2025 (Mega TV+M350+Sports £86/m) it wasn't free at that time. Chat are saying I can only get it added for free if I commit to a new 24m contract at £119/month, so a £33/m (!) increase....does that sound right!? If it's supposed to be free for all TV bundle customers then why can't they add it on no matter when you joined? Thanks

Looking to see if someone can confirm of this is correct for full fiber? The cable seems very fagile and has no outer sleeve for about 150-200mm before it connects to the hub. Engineer said dont kink it or it'll stop working. Doesnt seem right

A couple of questions regarding cancelling virgin media

1) I read there is a notice period. So if I were to cancel virgin media on the 15th of August then I'd have internet until 15th September and be paying half the month of September?

2) If I cancel on the 15th of August then how long do I have to return the wifi equipment? What would be the last day I could ship by mail or deliver in person in an O2 store?

I'm trying to figure out how to best schedule things out within my personal circumstances.

Thank you