Virgin Media Discussion Thread

I’ll take a guess at a 3. You can do 500Mb on a hub 3 but Gig1 needs a hub 4 or 5.

I had a hub 4 when I had VM in my name and had 500Mb originally but upgraded to Gig1 and it was active on that pretty quickly. When I cancelled and wife took out 350Mb in her name we had a hub 3. Eventually upgraded to Gig1 and they supplied a hub 5 for that.
 
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LuckyBenski said:
I was getting calls due to contract ending - offering me a "great new price" going up from £37 to £46. Told them I had two providers offering £32 and £33, they refused to budge. So I said no thanks, I'll spend time at the weekend signing up for a new provider.

Weekend comes, sign up for Plusnet, book an install date, pay first payment. Go on VM chat to confirm cancelling my bill. They offer me £30 a month for 1gig. Cheaper than our original 320Mbps price in 2022.

Just ridiculous. I hate them as a company and they're impossible to deal with, but ultimately prefer not to have a new installation and fiddling around cabling the new ONT where there's no power.

Then I called Plusnet to cancel and they picked up the phone instantly, no switchboard menus, no wait. And were lovely to deal with. I'll switch to Plusnet on principle next year.
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So you’re going to give money to a company that makes things difficult for you, and not go with a provider that seems to actually care? Not to mention the FTTP OR connection will be better. Strange. Just run an extension lead or something.
 
ChrisD. said:
So you’re going to give money to a company that makes things difficult for you, and not go with a provider that seems to actually care? Not to mention the FTTP OR connection will be better. Strange. Just run an extension lead or something.
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I am in the middle of a porch conversion so I can make provisions for proper cabling but not by next week when the install was booked.

I'm not living with an extension in my hallway and porch indefinitely.

Virgin Media are difficult to deal with st the start and end of a contract as demonstrated... They will be no trouble until next renewal time when I will be pre-meditated to ditch them. Like I say, the priority was loss of service or complications around the install.
 
Don't all providers provide that switching service now to save all this hassle?

It then saves all this hassle like above, just get a good deal elsewhere that you are happy with and let the new provider process the switch/cancellation of old service and be done with it. Aquiss did and it was a breeze when we left VM the start of the year.
 
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I thought I was done having to contact Virgin after leaving them.
Had my connection active with IDNet for over a month now. Virgin have just attempted to charge me for a second time post-cancellation, when they assured me after the first one that it wouldn't happen again and I would be receiving a refund tomorrow (17th).

I've had my bank block this latest attempt and will be calling them to complain again first thing in the morning. They owe me £143 and tried taking another payment of £154.96...
 
I really don't understand how this company is so poor. A friend got a renewal quote of £78, for 500mb and a phone line she was told she had to have but had never used. Despite speaking with the disconnections team, being armed with much better prices and services from competitors, they wouldn’t go a penny under £56 quid. Still a lot more than she was paying previously. So, as she's out of contract she went ahead with a switch.

Now they're trying to charge her an early disconnection fee, she's literally out of contract!

Their whole rigid approach is just ridiculous, when 9 times out of 10 they're a higher price for half the speed.
 
Vidar said:
Now they're trying to charge her an early disconnection fee, she's literally out of contract!

Their whole rigid approach is just ridiculous, when 9 times out of 10 they're a higher price for half the speed.
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What typifies their anti-consumer behaviour to me is the fact that no matter the price you pay, whether you're a new customer or renewing an existing contract, the "normal" price for your contract is way higher so that come the end of contract if for some reason you forget to either cancel or haggle a new contract you will get a shock as your next direct debit will be often double/triple what it was.

Even if you do cancel 1 month before your contract ends they will still take that much higher amount before having to refund you sometime later often by cheque!


It's no surprise they are the worst major broadband provider for customer service.
www.which.co.uk

Virgin Media named worst major broadband provider for customer service - Which?

Our research shows it's trailing behind other providers – we’re calling for urgent improvement
www.which.co.uk www.which.co.uk
 
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I've not heard from them since i cancelled a week or so back, I have already signed up for 1Gb fibre for £38 with OpenInfra, being installed Thursday with a bit of luck. I was expecting VM to come back with a better offer, they always have in the past but nothing yet, not that it matters this time.
Its a shame in a way, I had very good service from Virgin where i am, but the price this time was just unrealistic, never had any reason to get involved with customer service other than to go through the retarded annual ritual of pretending to leave to get the "real" contract price, wont miss that in fairness.
 
I’m only with them myself as only one in area that will give me high speeds all other providers can’t give me anything past 63mbps

I’ve always hated dealing with virgin media but it’s that or slow internet. I do only have broadband with them though so I don’t have the tv hassle debate every 18 months
 
Vidar said:
I'm starting to think Virgin Media are going the way of Blockbuster. They're just not moving with the times.
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Blockbuster: Victim of streaming services killing physical media rental, where you had to rewind your tapes and/or pay late fees. Also sold poor value snacks.
VM: Quad play provider who has recently launched free streaming platform, made massive investment in expanding and migrating the whole network to fibre, moved from an MVNO model to a physical network provider via merger.

Nope, i'm not seeing it :confused:

Or was it just because they have finally stopped throwing money at customers to retain them no matter what and are - as they have always done - holding customers to contract/notice periods? If so, that's been the way since day one of VM, and is reasonably standard across the industry.
 
Virgin will be absolutely fine, within a couple of years most if not all of their network will be XGS-PON with similar latency to other FTTP providers and symmetrical multi-gigabit offerings.

If they can move me to their new network soon enough, it would take a good deal to move to whoever the first alternative FTTP provider(s) is around here. I'd potentially switch for that initial deal but wouldn't rule Virgin out forever.

Yes, their customer service can be poor, but I only need to use them when I renew, and so far I've gotten a better deal each time without being able to use an alternative provider as a bargaining chip.
 
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Ayahuasca said:
Virgin will be absolutely fine, within a couple of years most if not all of their network will be XGS-PON with similar latency to other FTTP providers and symmetrical multi-gigabit offerings.

If they can move me to their new network soon enough, it would take a good deal to move to whoever the first alternative FTTP provider(s) is around here. I'd potentially switch for that initial deal but wouldn't rule Virgin out forever.

Yes, their customer service can be poor, but I only need to use them when I renew, and so far I've gotten a better deal each time without being able to use an alternative provider as a bargaining chip.
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Virgin will not realise anywhere near the amount of customers that they could do until they sort their customer services out.... No amount of XGPON will get me to move to that shower of charlatans with their god awful service and mandated hardware. Their customer service is BEYOND poor.

If this is what you call 'can be poor' then god help what 'always poor' looks like. https://uk.trustpilot.com/review/www.virginmedia.com
 
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Jasseh said:
I thought I was done having to contact Virgin after leaving them.
Had my connection active with IDNet for over a month now. Virgin have just attempted to charge me for a second time post-cancellation, when they assured me after the first one that it wouldn't happen again and I would be receiving a refund tomorrow (17th).

I've had my bank block this latest attempt and will be calling them to complain again first thing in the morning. They owe me £143 and tried taking another payment of £154.96...
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Called them this morning before work. They advised they owe me roughly £147 and couldn't explain why they tried taking money off me again. The person I spoke to assured me that I would definitely receive my final bill confirming how much they owe me by the end of the day, 22:25 now and no sign of that...

Fully expecting them to chase me up for the rejected DD payment. No hope at all of them dealing with my cancellation properly and refunding me what they owe.

So glad I'm no longer one of their customers.

Edit: Oh and on the call I asked the person to send me email confirmation of the notes she made against my account. "I don't have the authority to do that, I just work customer support". She wouldn't even speak to someone that did have the authority to get it done.
 
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