Help & Support

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.

Checking your service status

The easiest way to check services in your area is to visit

Alternatively you can check your 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.

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.

For Broadband, TV or Phone problems you’ll be able to choose to receive updates by email, or by free text message to your mobile.

If there are no problems in your area then a green tick will appear next to the status for each service.

Checking for faults

If there are no problems in your area or your problem isn’t related to a known fault, the next step is to try and diagnose and fix your particular problem.

If you think something is wrong with your Broadband, TV or Phone you can run a test to try and fix the problem. If the test finds a problem with your service that can’t be fixed automatically, you’ll be given the option to book an engineer.

Or you can select one of the links through to our help pages for more troubleshooting.

Booking an engineer appointment

If you’ve chosen to book an engineer, just follow the on-screen instructions to find a convenient time for an engineer to visit.

Once you’ve selected your appointment, you’ll receive an email confirmation of the date & time our 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 register or sign into your account at Your appointment details will be displayed at the top of the page.

* For details about how much it costs to call our team from a Virgin Media home phone, visit Call costs from other networks and mobiles vary.