Virgin Media customers seem to have had a network issue starting around 10am today, but by midday some are saying things are returning. The outage looks to not have been with end-users broadband connections but rather a routing or DNS issue within the central part of the network. Whether this would have impacted DOCSIS 3.1 and nexfibre customers in the same way is unclear, as some have claimed the nexfibre service is handled differently, but that might be confusion about the nature of XGS-PON versus the older coax footprint.
The work around that kept some people online was the classic to use a different DNS service or some apparently have found a VPN service worked for them.
What will make it hard to determine the size of the fault is that millions will have been out at work but this is balanced by the large number of people who now work from home full-time or hybrid with a mixture of office and home time.
Example Virgin Media O2 BQM graph – 24th February 2025
Example Virgin Media O2 BQM graph – 24th February 2025
Two BQM graphs that we’ve found show slightly different things to the existing narrative, both have a short blip at 10am but continue to be pinged until around around midday when a large amount of packet loss appears and then this is resolved at around 1:15pm (remember the BQM is only looking at the route to and from Virgin Media O2 and the thinkbroadband ping boxes). Without access to the day books of some Virgin Media O2 network engineers we can only guess, but it may be something happened that impacted some routes leaving Virgin Media O2 at 10am, this was fixed initially by routing traffic differently around midday making some routes unusually congested and a final fix around the 1:15pm time. If there are other Virgin Media customers out there with vastly different BQM graphs we’d love to hear the story and can add them to the article. The two examples in this article are from North West England.
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I’m with Virgin (Nexfibre) and I’m seeing about 30% packet loss as of about 12:20. Someone else I know, also with Virgin, about 30 miles from me, on their DOCSIS network is also seeing the same pattern of packet loss.
I’m currently tethered via EE to my office VPN and things are working fine that way.
Looking back further through my connection history. Both mine, and the other person’s connection I have been monitoring have been suffering massive packet loss, mostly in the evening, since Friday.
$WORK has a Virgin Business Media 1Gb circuit and we saw a lot of packet loss to various sites but not everywhere. We don’t use Virgin DNS servers so something else must have been the root cause.
No issue with mine, but I’m on the Surrey/Hants DOCSIS area, believe connected back to Guildford head end.
Had 3 VM leased lines go effectively down for all inbound VPN connections any microsoft traffic, and cloudflare, i’m thinking its BGP again.
It seemed to be very heavely route based “congestion” speedtests would cause the entire site to go offline on what should be a 10Gig leased line, totally unacceptable to get 100 meg on that tier.