Virgin Media Discussion Thread

I had forgotten that my Virgin contract runs out today and was going to jump from £84 per month to a whopping £221 per month (for TV including sport and cinema (x3 multiroom), phone, 1gig fibre).
I went on the online chat around 6.30pm and got into a lengthy conversation where I was offered a great deal at £120 per month (cough).
After swiftly declining their not so generous offer and telling them to put me through to somebody so I could cancel, they offered me their best offer of £106 per month (of which I also declined).

After going through endless security questions, I eventually spoke with somebody helpful who worked in retentions.
I explained that I was happy with the package, but not the price - explaining that OpenReach are currently upgrading their newtwok in my area over the next 6 months - so I wanted a cheaper price otherwise I would cancel.
I was suprised when he came back with the same package I am already on (without any fight), for £66 per month - so happily renewed.

I will definitely check out OR when they get their network up and running, however the wife likes Virgin for recordings, Netflix etc - ease of use.....so she will put up a fight lol
 
They rang me a few times before my contract ran out with various offers.

Ultimately, the £4 yearly price rise was non negotiable so off they went!

Lots seem to be leaving them this year! Maybe it will force them to rethink their greedy ways...
 
I left after more than 20 years with Cambridge Cable/NTL/Virgin 1gig internet was awful, 6 engineer visits in 4 weeks and still couldnt fix it so left and went with Youfibre and a Manhattan freeview box for less than half what i was paying Virgin.
 
father-ted said:
I had forgotten that my Virgin contract runs out today and was going to jump from £84 per month to a whopping £221 per month (for TV including sport and cinema (x3 multiroom), phone, 1gig fibre).
I went on the online chat around 6.30pm and got into a lengthy conversation where I was offered a great deal at £120 per month (cough).
After swiftly declining their not so generous offer and telling them to put me through to somebody so I could cancel, they offered me their best offer of £106 per month (of which I also declined).

After going through endless security questions, I eventually spoke with somebody helpful who worked in retentions.
I explained that I was happy with the package, but not the price - explaining that OpenReach are currently upgrading their newtwok in my area over the next 6 months - so I wanted a cheaper price otherwise I would cancel.
I was suprised when he came back with the same package I am already on (without any fight), for £66 per month - so happily renewed.

I will definitely check out OR when they get their network up and running, however the wife likes Virgin for recordings, Netflix etc - ease of use.....so she will put up a fight lol
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Mine has gone from £69 to £174 - best they can do is £89 and cancelations offered no better; they just don't seem able to reduce the package - I just want basic internet and tv but they say it will cost more than what they are offereing to reduce it.

Looks like I'm off to sky.
 
Cancelled at the start of the month by switching through OTS process... Which happened on the 9th. They told me they were sending packaging and have contacted me many, many times through text, e-mail and letter telling me that if I don't return the router and stream box, I will be charged... However, they haven/t sent packaging. At the end of the week before last, one of the messages said I should have received packaging by now and had to send them back.

I tried phoning, but the IVR is a nightmare. I used the online support bot, and it told me I had to fill out a form, which redirected me to a non-existent page, and after explaining this back to a new bot session, it asked for all of my details and said packaging would be sent. I've continued to receive threats about sending back the items, and charging... And today alone received multiple messages again telling me I should have received packaging.

I phoned them, battled with the IVR, and eventually got through to someone that told me packaging was only sent yesterday, but for some reason he would send some more again today (!) and that I would be charged, but it would be temporary. I instructed him that under no circumstances did I expect any charges and he needs to remove that action. I raised a formal complaint, which he wanted to close as resolved right away, until I insisted that it be escalated to the Virgin Media C-Resolutions Team, which he said okay to but then proceeded to resolve the complaint... Got him to pass me to a supervisor, and they raised it. Apparently someone from the C-Resolution Team tried to call me, according to my e-mails, but they didn't.

The complaint isn't really about the issue as such, it's about the shocking service, the constant e-mails and clearly broken process... I can't help but wonder how many people just give up and end up paying for the boxes because it's impossible to deal with them, and so my complaint (as I was clear to them) is about process and having it fixed for other customers. The e-mail I received ignored all that, so I'll respond but if I continue not to get anywhere, I will be passing them to the Alternative Dispute Resolution ombudsman.

If I also don't get the packaging, I'll be taking it into the local O2 shop as they're part of VMO2, filming the handover of the kit and then as far as I'm concerned it's their issue.
 
I_M_Weasel said:
Mine has gone from £69 to £174 - best they can do is £89 and cancelations offered no better; they just don't seem able to reduce the package - I just want basic internet and tv but they say it will cost more than what they are offereing to reduce it.

Looks like I'm off to sky.
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Wow that is a far worse deal than I got, as I have x3 multiroom as well.
Whoever they put me onto in resolutions was really helpful to be honest, took a long time in the chat however (around 2 hours from start to finish).
 
father-ted said:
Wow that is a far worse deal than I got, as I have x3 multiroom as well.
Whoever they put me onto in resolutions was really helpful to be honest, took a long time in the chat however (around 2 hours from start to finish).
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Ordered sky now which did magically make virgin want to discuss more options - offered £89 again! They did eventually offer a reduced package for £54 but I'm done with them - if they'd just offered that in the first place I'd have stayed. I'm an O2 customer too (2 contracts) and have only stayed with them because of the volt benefits - so they'll have lost 3 accounts in all because of this.

Obviously I'm one customer and don't matter, but do it to enough people and collectively it will.
 
This will probably be my last contract with them tbh, as Openreach are bringing a new fibre network to the village I live in......VM won't have the monopoly then, so they will either have to get a lot cheaper or people will walk.
 
My contract with VM ends January. £31 for 1gig, nothing else. Time to leave and wait for the inevitable phone call back from super retentions.
 
father-ted said:
This will probably be my last contract with them tbh, as Openreach are bringing a new fibre network to the village I live in......VM won't have the monopoly then, so they will either have to get a lot cheaper or people will walk.
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I don't find their prices too bad (for just broadband) but its the contract length which annoys me. They only do 24 months now, unless you either pay double a month for a 30 day rolling contract. I'd rather have 12-18 months. Even the student option which used to be 9 months is now 12 months which I might be able to use having a .ac.uk address but again the cost per month is far higher being a short contract length.
 
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Has anyone referred a friend recently?

My daughter signed up using my referral on July 15th this year ( 2025 ) and the £50 reward is still still showing as pending on my account saying it can take up to 13 weeks. Were well past that so whats going on. Didnt take this long when my mate used my link back in 2023.

As far as i know my daughter has paid the bills
 
FWIW I've had success posting on the Virgin forum. It's modded by folk who have access to some systems and can really help you. I've had a couple of issues successfully resolved by initiating a new forum thread explaining the issue. A mod should pick it up and take you private.
 
Pac3y said:
My contract with VM ends January. £31 for 1gig, nothing else. Time to leave and wait for the inevitable phone call back from super retentions.
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I wouldnt bank on it. My mum and dad gave notice and they didnt hear a thing and was disconnected.

However when my contract was due to expire i logged into my account and a renewal offer was there for cheaper than i was paying.

£33 for Gigabit internet and the basic tv package
 
I'm due for renewal in 4 months. Currently paying £25.12 for for 500mb. Rise fibre are doing 1gig for £19.99 for 24 months in my area so going to use that as a negotiation bludgeon when i give them a test call probably tomorrow.
 
Zenduri said:
I'm due for renewal in 4 months. Currently paying £25.12 for for 500mb. Rise fibre are doing 1gig for £19.99 for 24 months in my area so going to use that as a negotiation bludgeon when i give them a test call probably tomorrow.
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Why would you not just go with Rise Fibre? Not that I've heard of them so no idea if they're actually any good. I know some of them aren't as good as they make out.

My contract ends in a few weeks and no sign of any FTTP providers yet despite lots of OR work very locally. So had to take 24 month contract, £20 for 250MB (plus the usual price rises later). Hoping once OR are finished I can pick one of the providers that will buy you out the contract unless by that time VM have replaced my HFC with their FTTP, but no idea when this area will be done, I think they're meant to finish that completely by 2028 or something.
 
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Duke said:
Why would you not just go with Rise Fibre? Not that I've heard of them so no idea if they're actually any good. I know some of them aren't as good as they make out.

My contract ends in a few weeks and no sign of any FTTP providers yet despite lots of OR work very locally. So had to take 24 month contract, £20 for 250MB (plus the usual price rises later). Hoping once OR are finished I can pick one of the providers that will buy you out the contract unless by that time VM have replaced my HFC with their FTTP, but no idea when this area will be done, I think they're meant to finish that completely by 2028 or something.
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Ahh i cant be arsed changing provider unless i really have to. Usually i can negotiate a price with VM im happy with
 
Quite an interesting thing happened today. I added symmetric upload to my XGS-PON service and the latency improved and so did jitter. You can see an immediate improvement once the upload speed increase is provisioned. Take a look at the screenshots:

dns-icmp.png


These are to the BNG and Virgin's core router:

virgin-icmp.png


I'm not entirely sure why the latency has jitter due to the upload policer.
 
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