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

Did you know Virgin Media repairs most of the total-loss-of-service faults within 24 hours? Competitors often take twice as long. If your Virgin Media broadband, TV or home phone isn’t working, we’ll help you get things back up and running quickly.

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, our peace-of-mind repairs service means we'll sort it for you if anything does go wrong with your VM products and services

If the issue is with 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 for issues in your area

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. 

As a Virgin Media customer, you can also benefit from Smart Support, our proactive approach that monitors your broadband performance in the background and helps identify any connectivity issues. We may even fix issues remotely or contact you with recommended next steps.

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

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 a weak WiFi signal?

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

If your Virgin TV isn't working as expected, you can use our diagnostics tool to check the problem. We’ll check your connection, identify faults and guide you through fixes — or help arrange an engineer visit if needed.

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 your service is still not working after troubleshooting, you may need an engineer visit. If we can’t fix the issue remotely, we’ll arrange for a Virgin Media engineer to visit your home. Our Service Status tool will guide you through the next steps and prompt you to book an engineer visit if needed.

If the issue can’t be fixed remotely, you’ll be prompted to book an engineer visit. They’ll repair or replace your equipment and get your service back up and running — all at no extra cost.*

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.