Virgin Media Discussion Thread

Can't believe a company with a reputation for awful customer service instructed their staff to make it difficult to cancel
 
bingham67 said:
Largest fine issued under its consumer protection rules!

www.bbc.co.uk

Virgin Media fined £28m for preventing customers from cancelling contracts

Millions of phone calls from customers were "likely mishandled" over nearly a three-year period, the regulator says.
www.bbc.co.uk www.bbc.co.uk
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Yep, they are pretty awful, and they deserve this.

Our contract will end with them later this month. We negotiated a price of £24 p/m initially in 2024, which increased to ~£27 this year. This seemed like a reasonable price for roughly mid tier FTTP (M350). We also had to ring them up to get them to apply this offer, as it wasn’t properly applied, and we were overcharged…

They offered us a new contract for £70 p/m (And barely budged at all on this price, so they wanted more than double!), needless to say we’re leaving. We’ll be making the switch to Giffgaff FTTP, which is in the same network as Virgin FTTP (Nexfibre in this area). Unfortunately, it’s not possible to cleanly switch from 1 to the other yet, we will need to wait for the VM service to end fully.

They are making existing FTTP customers pay for the upgrades to FTTP (from DOCSIS) in all the other areas, I think…
 
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I was finally able to lower my contract. I had been paying £54 a month for 1 Gig broadband only, which is insane compared to what others are offering, including the deals for new Virgin Media customers (pretty much double the price!). To make matters worse, their automatic renewal email had the cheek to inform me that the price would rise to £67 in April 2027 and then £77 in 2028—it’s bloody nuts, especially since I’m still on the old partial coaxial system and they haven’t upgraded—or at least enabled—FTTP in my area yet.

I could have gotten 1600 Mbps down and 115 Mbps up with EE for just £34, plus they were throwing in a £160 gift card online. That would have been full FTTP—a massive improvement over what Virgin Media was offering in terms of price, speed, and latency. I called up Retentions, and within five minutes—with no questions asked once I mentioned EE—they renewed my contract at £25 and threw in Netflix, which I'm very happy with, as I do get a very reliable service here and my speeds are about 1100 Mbps down, 105 Mbps up pretty much 24/7 all year round, and it's extremely rare to lose service. Virgin Media really does take the **** with loyal customers (I’ve been with them since the NTL days) unless you negotiate, and you really shouldn’t have to.

As a bonus, as I just paid my bill today, they will also be refunding me £12, so my bill next month will drop from £54 to just £12, hell of a drop :D
 
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Raiden85 said:
I was finally able to lower my contract. I had been paying £54 a month for 1 Gig broadband only, which is insane compared to what others are offering, including the deals for new Virgin Media customers (pretty much double the price!). To make matters worse, their automatic renewal email had the cheek to inform me that the price would rise to £67 in April 2027 and then £77 in 2028—it’s bloody nuts, especially since I’m still on the old partial coaxial system and they haven’t upgraded—or at least enabled—FTTP in my area yet.

I could have gotten 1600 Mbps down and 115 Mbps up with EE for just £34, plus they were throwing in a £160 gift card online. That would have been full FTTP—a massive improvement over what Virgin Media was offering in terms of price, speed, and latency. I called up Retentions, and within five minutes—with no questions asked once I mentioned EE—they renewed my contract at £25 and threw in Netflix, which I'm very happy with, as I do get a very reliable service here and my speeds are about 1100 Mbps down, 105 Mbps up pretty much 24/7 all year round, and it's extremely rare to lose service. Virgin Media really does take the **** with loyal customers (I’ve been with them since the NTL days) unless you negotiate, and you really shouldn’t have to.

As a bonus, as I just paid my bill today, they will also be refunding me £12, so my bill next month will drop from £54 to just £12, hell of a drop :D
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Oops, replied to wrong message!
 
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Dangerous said:
They have changed a bit, just got this email 2 months before my contract ends:




New customer offer £21.08 average monthly costGet more information
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I've had one of those emails.... mine (for broadband, TV and phone) offered a ~£10 increase on current cost vs ~£30 increase to out of contract rate .... however at same time the website is offering a £2 reduction on current rate (and the value oscillates as I did see it another £2 cheaper once).
Went through the same process 18 months ago when I even tried the chat to see if I could get a better deal ... they came up with the "best possible deal" for me which was £5 more than out of contract rate!
 
deshepherd said:
Just had an email from VM to say to that our TiVo (V6) box won't be supported for much longer and will stop functioning altogether. Annoying as TiVo was the USP that had kept us as VM customers for years. Looks like I'll need to consider other options before our current contract ends in a couple of months.
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I knew this day would come (I expected it sooner TBH), which was why I left VM for TV a while back, the TiVo software was the big selling point for me and the reason I switched to their TV service back when they first introduced it. Seems like even the inferior 360 box is being phased out pretty soon and everything is switching to the even more inferiorer Stream box!
 
Tavis75 said:
I knew this day would come (I expected it sooner TBH), which was why I left VM for TV a while back, the TiVo software was the big selling point for me and the reason I switched to their TV service back when they first introduced it. Seems like even the inferior 360 box is being phased out pretty soon and everything is switching to the even more inferiorer Stream box!
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Agree ... having done some investigation seems the 360 service on a V6 box isn't quite as bad as I feared. However Stream seems a step too far - might as well just have broadband and then select which OTT services we'd actually use.
 
Forgot to update, I did finally speak to someone logical at VM, who simply suggested to extend my service for 2 weeks so I essentially paid the normal rate (increase was double, but I paid for half the time)



This worked really well for me and meant I could retain internet access until I moved



Was a right pain to get to this solution though!
 
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