Virgin Media Discussion Thread

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Virgin Media O2 UK to Boost Customer Service with New Lumi AI Tool

Broadband ISP and mobile operator Virgin Media and O2 (VMO2) has this morning informed ISPreview that they've created and launched a new AI (Artificial Intellig
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Broadband ISP and mobile operator Virgin Media and O2 (VMO2) has this morning informed ISPreview that they’ve created and launched a new AI (Artificial Intelligence) tool, Lumi AI, which aims to “drive its customer service turnaround strategy” by helping customer service agents to provide “faster, more effective and more personalised” support.
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Sigh!
 
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6 months left with Virgin XGS-PON FTTP with double NAT (still no modem mode on Hub 5x) and I just get a message that Openreach finally sorted out the issues on my street and their FTTP is now available. Performance has been good other than Hub 5x overheating occasionally, Hub 5x rebooting back to default settings a few times, random downtime in the middle of the night on many occasions and some issues with certain image hosting not working (solved by moving DNS).

What’s the easiest way to cancel at the end of contract? I really don’t want to have to deal with their awful support team.
 
alex24 said:
What’s the easiest way to cancel at the end of contract? I really don’t want to have to deal with their awful support team.
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Just switch to your preferred Openreach provider, there's no reason to cancel VM as that will be taken care of by the switching process. They will no doubt ring you with offers to stay.
 
That’s a good idea I forgot about that.

Looks like on openreach providers I can’t see often 1GB symmetric offered here but I probably don’t need that anyway…
 
alex24 said:
That’s a good idea I forgot about that.

Looks like on openreach providers I can’t see often 1GB symmetric offered here but I probably don’t need that anyway…
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Openreach don't offer symmetric. I think it's coming, but only very few areas. City Fibre or some other alt fibre company is your only other alternative outside of expensive leased lines.
 
Finally switched from VM to Cityfibre. Happy so far but it's only been a week.

I had both running at the same time as it was cheaper to let the VM contract expire naturally. Here's a speed comparison (router to mobile, sat about 2m from the router) of VM 1gb vs CF (toob) 900mb:

Virgin Media

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Toob

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Unfortunately because you chose to do this via wifi and not wired it's of very limited comparative value, especially to anyone who isn't you. All it's telling you is that one routers results with one connection are different to another routers results with a different connection. We already know the latency will be higher on DOCSIS vs fiber in your mobile browser.
 
Avalon said:
Unfortunately because you chose to do this via wifi and not wired it's of very limited comparative value, especially to anyone who isn't you. All it's telling you is that one routers results with one connection are different to another routers results with a different connection. We already know the latency will be higher on DOCSIS vs fiber in your mobile browser.
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It had to be done via WiFi as I don't have a wired connection to my PC, and I didn't do the test for any other purposes except to see the difference from the device which I use the most.
 
My contract with VM is up in September, am I free to sign up somewhere else now or do I have to wait? I don't want to be hit with leaving charges. I'm on 1gig connection and been very happy with it. It's going from £42 to £83.84 I'm obviously not pleased about so I don't know wether to try get better deal or find somewhere else.
 
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If you want to change provider then sign up as early as possible with your new provider and give VM notice now - they need a month's notice anyway.

But since you're happy with Virgin's service you definitely need to pressure them for a better deal first of all. They'll definitely do better than that.
 
Jimbo said:
My contact with VM is up in September, am I free to sign up somewhere else now or do I have to wait? I don't want to be hit with leaving charges. I'm on 1gig connection and been very happy with it. It's going from £42 to £83.84 I'm obviously not pleased about so I don't know wether to try get better deal or find somewhere else.
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I renewed 7 months or so ago, looked uo the new deal for 1gig on VM's site, asked for that and was refusedm initiated the cancellation procress. % mins later got a text saying phone this number for the £33 a month deal...

£42 is too much...

1 gig new customer, £30 until April 26, £3.50 until April 27, then an increase to £37, two year contract.
 
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So I done a web chat then to WhatsApp and I asked for the new customer deal of £30 a month 1gig 24month. As mentioned above. Was told no. So I said start cancellation process and was giving number of cancellations team to ring. So that's where I am at moment. Was offered £52.92 a month for 24 months but i said no.
 
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Just rang up cancelations and got offered 1gig for £34 a month so i took that as its better than price i have now, so im happy with that. Could have probably held out for the £30 a month deal but i couldnt be doing with the game they play. Pretty happy to be honest. :)
 
Jimbo said:
Just rang up cancelations and got offered 1gig for £34 a month so i took that as its better than price i have now, so im happy with that. Could have probably held out for the £30 a month deal but i couldnt be doing with the game they play. Pretty happy to be honest. :)
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Did they tell you what the price rises will be in April 2026 and April 2027?
 
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