Virgin Media Discussion Thread

We moved house but couldn't take our FTTP with us, was paying £32 for 1GB Up & Down.
Now on Virgin, which hasn't been plain sailing. Last week their super hub limited the Cat 7 cable from the hub to the switch to 70MB/s. Running a different cable confirmed there was an issue but the following day it had "resolved" itself.
 
Ad_Augendae said:
Apparently we do not have to do anything, they will automatically extend the same rate for another 12 months.

We have the transcript and will update if any funny buisness occurs.
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Just realised they’ve started calling me to extend, even though I don’t go out of contract until November… then I twig why: OpenReach are fully enabling the cabinet for fiber to house before the end of June!

After VM wrecking my sign up discounts, and other customer support “joy”, I’m done unless they match the 30-40 deals I’m seeing elsewhere.
 
LuckyBenski said:
Get ready for funny business.
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Either way we didn't extend our contract so we can cancel anytime we wish and play the silly game again. We'll keep you all posted.
whiskycycle said:
Just realised they’ve started calling me to extend, even though I don’t go out of contract until November… then I twig why: OpenReach are fully enabling the cabinet for fiber to house before the end of June!

After VM wrecking my sign up discounts, and other customer support “joy”, I’m done unless they match the 30-40 deals I’m seeing elsewhere.
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I can't say I've ever had any support problems with them, although there is always a first time for everything.
So did you get an email saying they are going to extend your discounted rate for another 12 months, or was those the words the call centre used or neither ?
This is very specific and seems like a new tactic they are using to keep people onboard due to more people having a wider variety of options these days.

This:
Ad_Augendae said:
Good news we've extended your discount for 12 months. As your current discount is about to expire, we will apply the same* discounted rate for another 12 months. What this means is you'll keep enjoying our broadband solus bundle uninterrupted and at the same great price** with no fuss and no new contract.
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@Ad_Augendae received an email update from OpenReach a couple of weeks back about the "go live" of June 2025 for our cabinet. Within a day, and every other day since, I've had calls from them on 0800 052 5306, offering a better deal than I'm already on. They chatter away, even though I mention I'm still in contract (technically) until November (2 year contract), then usually end up cutting the call when I mention OpenReach and more choice in a few weeks. If they actually sorted out Modem Mode on the 5x so I can use my own router properly and without fiddling, I might stay, but I doubt it.

Support:
One: upgraded to 1gig up/down from 1000/100 I originally had - they managed to cancel my contract and service three times over four days, and I had a fight to get through to someone who could revert the contract and price deal I got when signing up.
Two: took about 6 weeks of back and forth, first with phone support, then via the web forum team to get WiFi booster pods to try (tall house, rubbish signal on top floor, even with their 'awesome' router). Another 2 weeks back and forth to get the pods working (they really don't like anything other than their own router providing DHCP), then ripped them straight out as they were no better. Eeros everywhere now.

Granted, it's just my ten pence worth and is only my experience, but it's definitely soured what is a decent service as long as there are no issues!
 
When your contract runs out can you request to go on a rolling contract with only the most basic broadband? I'm currently on one of the higher end packages with 1gig broadband, all the sport and movie channels etc. and I dont want to agree another 2 year contract but I also dont want to pay £170 a month for my current package on a rolling contract.

The reason I ask is that Openreach FTTP is now available and I want to switch to Plusnet in September when my Virgin contract runs out but I'm a little worried about ending up with no broadband if I cancel my Virgin contract and the Plusnet installation doesn't go smoothly (i've read horror stories of dig teams being called out and installations being delayed for months).
 
Goose said:
When your contract runs out can you request to go on a rolling contract with only the most basic broadband? I'm currently on one of the higher end packages with 1gig broadband, all the sport and movie channels etc. and I dont want to agree another 2 year contract but I also dont want to pay £170 a month for my current package on a rolling contract.

The reason I ask is that Openreach FTTP is now available and I want to switch to Plusnet in September when my Virgin contract runs out but I'm a little worried about ending up with no broadband if I cancel my Virgin contract and the Plusnet installation doesn't go smoothly (i've read horror stories of dig teams being called out and installations being delayed for months).
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You could always buy a 5G router just in case and get a 30 day data plan on the SIM.

Edit: Or just your mobile in hot spot mode assuming you have enough data.
 
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Goose said:
When your contract runs out can you request to go on a rolling contract with only the most basic broadband? I'm currently on one of the higher end packages with 1gig broadband, all the sport and movie channels etc. and I dont want to agree another 2 year contract but I also dont want to pay £170 a month for my current package on a rolling contract.

The reason I ask is that Openreach FTTP is now available and I want to switch to Plusnet in September when my Virgin contract runs out but I'm a little worried about ending up with no broadband if I cancel my Virgin contract and the Plusnet installation doesn't go smoothly (i've read horror stories of dig teams being called out and installations being delayed for months).
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I got my new connection installed beginning of January. Once installed, I gave my 30 days notice to Virgin as I had the same worries as yourself with having no connection. If you time it right for new install around 1 month before your contract ends. You will know if any issue will be evident. I didn't use any switchover service from one ISP to another. I dealt with both separately.
 
Ad_Augendae said:
This is interesting, Virgin have just sent us an email saying.
Good news we've extended your discount for 12 months. As your current discount is about to expire, we will apply the same* discounted rate for another 12 months. What this means is you'll keep enjoying our broadband solus bundle uninterrupted and at the same great price** with no fuss and no new contract.
* this relates to your main services and does not include any add-on products.
** Prices will increase every april inline with your tnc's.

This email is seperate to the one we send out near the end of your contract which will outline all your options, including options to renew your contract.

So good news but also a little confused about the contract renewal. "no new contract" in the main body of the email, but the final line referring to contract renewal.

Thoughts welcomed.
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Ad_Augendae said:
Apparently we do not have to do anything, they will automatically extend the same rate for another 12 months.

We have the transcript and will update if any funny buisness occurs.
Click to expand...

LuckyBenski said:
Get ready for funny business.
Click to expand...
Ok retensions called us tonight saying you haven't told us what you want to do!
We tried to tell the rep it's all sorted and following their email offer 'we don't need to do anything', but the rep wasn't aware of the (You've been specially selected for a 12 month extension with no contract offer) So from this we infer they are cold calling and trying to get us re-contracted.

So we doubled down and checked AGAIN with the online chat team, and they again confirmed you don't need to do anything.
Watch this space.... be careful out there.
 
umboma said:
I feel I've be lucky with Virgin, Never had an issue or need to ring the customer services, I'm not looking forward to the day I have to tho.
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How do you get a half decent deal at the end of your contract without engaging with them?

www.ispreview.co.uk

Virgin Media O2 Suffers Fall in UK Broadband Customers as FTTP Build Slows

The latest Q1 2025 results from Virgin Media and O2 have today been released, which saw their gigabit broadband network grow by 165,000 premises in the quarter
www.ispreview.co.uk www.ispreview.co.uk

Could be a fluke but if it becomes a trend Virgin will just have to do better across all levels.
 
Ad_Augendae said:
Ok retensions called us tonight saying you haven't told us what you want to do!
We tried to tell the rep it's all sorted and following their email offer 'we don't need to do anything', but the rep wasn't aware of the (You've been specially selected for a 12 month extension with no contract offer) So from this we infer they are cold calling and trying to get us re-contracted.

So we doubled down and checked AGAIN with the online chat team, and they again confirmed you don't need to do anything.
Watch this space.... be careful out there.
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After getting an email for a new contract for £70 per month for broadband I will be looking elsewhere. I expect I will get this sa.e nonsense from virgin
 
old gamer said:
After getting an email for a new contract for £70 per month for broadband I will be looking elsewhere. I expect I will get this sa.e nonsense from virgin
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The only way to play this is cancel and wait for them to call you. We did this last year and had a call from retensions the next day and agreed on a more reasonable price.
But you have to be 100% prepaired to go elsewhere. We started playing that game about a month before our contract was up if that helps.
 
Ad_Augendae said:
The only way to play this is cancel and wait for them to call you. We did this last year and had a call from retensions the next day and agreed on a more reasonable price.
But you have to be 100% prepaired to go elsewhere. We started playing that game about a month before our contract was up if that helps.
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Contract finishes in July so I've been looking around, virgin would have to reduce at least £10 off what I'm paying now and can't see them doing it this time around but I will try and call them next month and see what they offer
 
The best way to negogiate a new deal is to find out the new customer price for your package. Straigh away ask for that, if they don't give you that, then make sure you are put through to cancellations. Ask again for the new customer deal, don't give you it, give them the 30 days notice. You will get a text offering you the deal or a call..
If by the sheer chance you don't get it. Sign up as a new customer once it's off, or get your partner to do it before it is off..
 
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MarkeR said:
The best way to negogiate a new deal is to find out the new customer price for your package. Straigh away ask for that, if they don't give you that, then make sure you are put through to cancellations. Ask again for the new customer deal, don't give you it, give them the 30 days notice. You will get a text offering you the deal or a call..
If by the sheer chance you don't get it. Sign up as a new customer once it's off, or get your partner to do it before it is off..
Click to expand...

Isn't easier just to ask your partner to sign-up and swap every contract?
 
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