Virgin Media repairs on broadband, TV or home phone service at no extra cost

Did you know Virgin Media repairs the majority of total loss of service faults within 24 hours? Competitors often take twice as long. 

Whether you’re hard at work on your laptop or binge-watching your favourite shows, the last thing you want is for something to go wrong with your telly, broadband or phone. But there’s no need to send out your own distress signals. Luckily, ff anything does go wrong with your Virgin Media products and services, we’ll sort it for you with our peace-of-mind repairs service.

Whether it’s your Virgin Media broadband, TV or home phone, we’ll send along one of our lovely engineers to repair and replace your kit, at no extra cost*. (This excludes misuse and mistreatment – so try not to use your box as a coaster!) It’s all part of the Virgin Media service, and that’s why we won’t charge you a penny.

Before reaching out, try these quick fixes to potentially resolve any issues you may have with your broadband, Virgin TV or home phone services:

Check your service status

You may want to check whether there’s an issue in your area rather than just with your equipment. If your broadband or TV is still down, it might be a wider issue. You can visit the Virgin Media Service Status page to check for local outages in your postcode, which may be causing Virgin broadband and TV issues. 

You will be able to see if there are scheduled upgrades which can temporarily affect connectivity. If there’s no reported issue and your service is still down, it’s time to move on to troubleshooting.

Troubleshooting issues with your broadband

Before calling support, try these quick steps to resolve common broadband issues. Many problems can be fixed quickly with a few simple checks: 

1. Restart your Hub: Switch it off, wait 10 seconds, and turn it back on. 

2. Check cable connections: Ensure everything is plugged in securely. 

3. Test your internet speed using Virgin Media’s speed checker. 

4. Check for firmware updates: These can improve performance and resolve bugs. 

Still struggling with weak WiFi signals?

Sometimes, slow internet isn't about your connection; it's about where your Hub is placed. Learn where to place your Virgin Media Hub for best performance. And, for more advanced tips, you can also explore our guide on how to improve your internet speed.

Troubleshooting Virgin TV problems

The best thing you can do is run a test on your Virgin TV service, and we’ll check for any issues or outages in your area. If we detect a problem, we’ll guide you through the steps to fix it and book an engineer if you need one. 

Other things you could try: 

• Reboot your TV box: Rebooting or restarting the Virgin TV box usually sorts out most TV box issues. Unplug it, wait 15 seconds, and plug it back in. 

• Check HDMI and power cables: Loose connections can cause display issues. 

• Ensure your box isn’t overheating: Keep it well-ventilated.

Solving common landline issues

If your home phone isn’t working, try these checks before contacting support: 

• Test with another handset to rule out device-specific faults. 

• Check phone socket connections to ensure everything is plugged in securely. 

• Restart your phone base unit to refresh the connection. 

From January 2027, traditional landline services across the UK will begin switching to digital (VoIP) technology. This means your home phone will connect via your broadband instead of the old copper network. We’ll guide you through the transition, but if you're experiencing issues now, it's worth checking your setup and ensuring your equipment is compatible.

If none of these steps solves your issues, don’t worry, Virgin Media’s team is here to help you. Use our troubleshooting tips to identify and fix common problems without waiting for an engineer. 

And, if the issue requires hands-on support, you can chat with us or give us a call to book an engineer visit. We’ll check your equipment and get you back up and running, at no extra cost, with most faults fixed within 24 hours.