Help for Cable customers
- Help home
- Broadband and Internet
- Virgin Mobile
- Billing and Payments
- Thinking of joining us
- Just joined or upgraded
Broadband and Internet :
Can I check for faults and book an engineer if needed?
Once in a while, you might find that your TV, broadband or phone service isn’t working properly because of planned maintenance work, an unexpected network outage or a fault with your equipment.
If you’re having trouble with our services and you think something might be wrong with our network or your kit, the first thing to do is to visit our Service Status area and check the network status.
I’ve got National Services
Having issues with National services? Visit our National Service Status area.
If you haven’t got an Internet connection call us free on 0800 519 4329 for National service updates.
If no fault is listed but you are still having problems, please call 150 from your Virgin Media phone or mobile or 0345 454 2222* from any other phone and select option 2.
I’ve got cable services
Having issues with cable services? Visit our Cable Service Status area.
If you’ve completely lost one or more cable services you’ll be able to run some basic checks on your equipment. If a fault is found at your property, you can book an engineer online.
You can run tests by entering either your Virgin Media home phone number, account number and area reference or your postcode.
If you need to book an engineer you’ll need to sign into My Virgin Media.
Alternatively you can check your home phone or TV services by calling our automated faults service on 150 from your Virgin Media phone or mobile or 0345 454 1111* from any other phone and select option 2.
If you haven’t got an Internet connection call us free on 0800 561 0061 to hear live service updates.
Checking your cable service status
The easiest way to check cable services in your area is to sign in to your My Virgin Media account.
If there are any cable broadband, TV or phone outages, we'll tell you the current status of the problem and when we expect the problem to be fixed. You can also choose to receive free text updates to your mobile or email.
Alternately you can check for any known problems by entering your Virgin Media home phone number, your account number and area reference or postcode at virginmedia.com/servicestatus.
Watch our 'How to' video checking for service issues in your area.
What faults are shown?
Service Status will tell you if there are any unexpected network outages in your area.
Any problems will be shown next to the service(s) affected and be highlighted in a yellow banner.
A brief description of the problem will be displayed along with a unique reference number together with the date the problem was first reported and when we expect the problem to be fixed.
You’ll also be able to see current status of the problem and whether an engineer is on their way, on-site and working to fix the problem or if problem is almost fixed and our engineer is carrying out some final checks.
Checking for cable faults
If there are no problems in your area then a green tick will appear next to the status for each service. The next step is to try and diagnose and fix your particular problem. Click on the service you’re having problems with – Broadband, TV, Phone or Email.
If you’ve completely lost one of your services – broadband, TV or phone – and there are no issues found in your area, you’ll have the option to run a test to try and fix the problem.
Or, if you have another problem with your service, you can select one of our troubleshooting assistant flows for some step-by-step manual tests you can do yourself. If you can’t find your problem listed, you can link through to our help pages for more troubleshooting.
Booking an engineer appointment
If the test finds a specific problem with your service, you’ll be given the option to book an engineer online.
Once you’ve selected your appointment, you’ll receive an email confirmation of the date & time an engineer will be visiting. Then all you have to do is make sure someone over the age of 18 is at home when the engineer calls.
If you need to cancel or reschedule your appointment just sign into your account at virginmedia.com/myvirginmedia and select My Appointments.
* For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.