Virgin Media Discussion Thread

Duke said:
Yes you can cancel the cancel but they'll phone you within 30 days with an offer.
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Ah cheers Duke. Will they really call back in 30 days?

I just dont want to lose my email address etc or at the very least, to make plans for an alternative service....

Its incredible that new users can sign up at a significantly lower cost. Can I cancel and resign under my wifes name for example? Or that trick doesnt work?

e: Im quite astonished that the guy over the phone was not in the least bit remorseful that he couldnt offer anything to me. It was like "want to leave? **** off then!"
 
Cavallino said:
Ah cheers Duke. Will they really call back in 30 days?

I just dont want to lose my email address etc or at the very least, to make plans for an alternative service....

Its incredible that new users can sign up at a significantly lower cost. Can I cancel and resign under my wifes name for example? Or that trick doesnt work?

e: Im quite astonished that the guy over the phone was not in the least bit remorseful that he couldnt offer anything to me. It was like "want to leave? **** off then!"
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Yeah the best way to get a deal is by handing your notice in, the retentions team will then get in contact. I've not had to go that far as just by phoning and saying "I would like to leave please" is enough for them to give me a fair decent offer, although not as good as some have posted on here. I hate going through it each year, I need to do mine as well in the coming weeks :(
 
Yes I thought it was a case of "Im not happy Im leaving" and they would say "no stay heres X to help convince you".

They have to play their games. So can we I guess.
 
It will depend on which agent you get and whether they've hit a target/bonus as well I think.

edit: I'd suggest getting your own domain and email address as well so you're not tied into an ISP :)
 
Cheers Duke. Noted!

Incidentally, any idea when these retention guys usually call? Is it random throughout the day?
Could be a pig if they call and I couldnt answer due to work, do they leave a number or do you have to answer there and then?
 
They called me 3 days later just after 5pm.
I had 100meg and basic TV. Was paying £35pm. Has been good service.
I cancelled when they a new contract was £39pm.
They trolled me with openreach months of delays. Which could be true.
Told them I was in a CityFibre area and could get 100meg for £25 plus cashback.
They wouldn't budge so cancelled.
On the call back they offered the same.deal for £29pm, for 18months, no increases, which I took. I think their V6 box is worth £4 per month.
Just before the proposed increase they chucked in some extra channels.
However, Mix TV has now morphed in to Mixit TV and those channels were removed.
Not that bothered as it's mostly junk anyway.
 
Cyber-Mav said:
i have a feeling virgin person on the phone you speak with checks your area first to see if you can get said high speed alternatives. if not then no reason for them to offer you cheaper price since no one else can match what they offer speed wise.
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I doubt this very much.. Every time I mention that I can get FTTP from other providers they keep insisting I cant - apparently I can only get FTTC.. Funny that, BT pulled the FTTP cable a couple of years ago. :-D I think they are just trying it on.
 
Cyber-Mav said:
I will be making the cancellation call around the 9th of feb. Do i just say im putting in my 30 days notice?
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No, you book a disconnection, your services are scheduled to disconnect on a set date, depending on the equipment type arrange it’s return, they explain the final bill process and if nothing changes, your service goes off on the date.
 
Ok so you dont give 30 days notice and can cancel for any set date?
My new line booked for the 3rd march so id like a bit of a buffer so i can book a certain day for disconnection e.g the 10th march?
The email they sent regarding the price rise said i can cancel before 12th feb and there is no cancellation charges. Does that mean i need to disconnect by 12th feb or ring and give notice of cancellation before the 12th but actual disconnection can take place after 12th feb like im planning for 10th march?

Here is the cancellation bit from the price hike email i got:
"We hope you’ll carry on enjoying your services with us. But if you want to, you can change or cancel your package at any time before 12/02/2021, without paying any cancellation fees. Visit virginmedia.com/pricechange to find out more."

Also checked my last bill which says this about my discounts:
"You currently have 2 promotional discounts saving £14.00 a month
You'Re Receiving A œ10 Loyalty Discount. If You Change Your Package You May Lose This Discount Which Will End 08-MAR-2
You'Re Receiving A œ4 Discount. If You Change Your Package You May Lose This Discount Which Will End on 08-MAR-21"

Im guessing i should have my disconnection date be 8th march so i dont get slapped with higher charges?
 
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You’re confusing two different processes.

Giving 30 days notice means you book a disconnection, it could go off the same day, but you will pay for an additional 29 days at the basic service charge or it could be say 35 days time and you pay for the extra 5 days service, your billing will continue as normal till you disconnect, so they may for example take the next months service charges via DD, you get this back as a refund once disconnected. If you pay via DD, don’t cancel the DD unless you like having late payments reported on your credit file - they won’t issue a notice of correction if you do as it’s you who cancelled it.

The right to cancel is a separate process, you usually have 30 days from the point you are notified to cancel without paying the remainder of your contract, you still pay for any service used, now I can’t see a business case for disconnecting everyone on the 12th, so I would imagine nothing has changed in this respect and they will allow you to book that for a reasonable point in the future such as March 10th, if you start telling them you wish to cancel in April etc. they can’t book that far ahead. Either way just ring them and arrange it ahead of time.
 
Elevon said:
As some of you know, I've been waiting since 19th November 2020 which was my initial install date, but due to cable blockage etc they said will take up to eight weeks (after they failed to contact me and waste my time waiting on the install date or even let me know as a new customer what was going on via text,email or phone), I did put a nice new customer complaint in however.





Anyway received my new install date for BB and phone yesterday, now 28th Jan, so next week on Thursday, to be honest I don't have my hopes up, been so long waiting, it feels a let down and disappointed with their customer service so far, I also must make sure I get compensation for the delay between 19th November and Jan 28th which they stated in the above statement.

It's a shame no BT or Plusnet Fibre in my area (SE London) so only option is cable with Virgin or low speed ADSL on my street.


I'll let you know how it goes :) .
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You won't believe it, Virgin installation guy turned up today on his own to do the installation, well he can't do it because the cable outside is not done (he spoke to the Virgin outdoor engineers up the road), he said there should be a splitter on the cable(one under the pavement) so it can connect to your house but they have not done that, so I'm back at square one, he was nice however and when I told him been waiting since November 18th last year for this to be fixed and installed he said "only take two weeks normally to sort this problem out", which they knew about since November, so now I just have to wait or stay on low speed ADSL with Plusnet, no choice really.

Why did they send me a new install date via email last week (today between 8am and 1pm) if they can't do their job?...It really has been a nightmare trying to get this done.

I guess I send the Virgin Construction team another email (unless I want to wait 90 mins on phone to Virgin CS) to let them know about this cable fiasco. I have already complained officially to Virgin a few weeks ago about this issue via email and last year on the phone.

Btw 4G Mobile not an option, my brother only gets 6Mb download speed on his 4G three phone. No 5G in my area. I get 10 to 11 Mb on ADSL.


:confused: .
 
I was paying £51/month for 200M broadband, anytime calls, basic TV (dont use the TV, but it reduced the price). Price was increasing by £3.50.

Put cancellation in on Sunday and took 4 days to get a call (I amended my marketing preferences to allow them to call me - not sure if this was needed). They offered the same package minus the TV for £37/month (18 month contract). You get called by someone from outbound retentions - as they are working from home, they call from a mobile.
 
Just got an email saying my contract is due to end next month plus the £3.5 increase from march on top would bring total cost for broadband 350mb package and standard sim to £65.50 a month up from £47 i am currently paying ;(
 
Avalon said:
You’re confusing two different processes.

Giving 30 days notice means you book a disconnection, it could go off the same day, but you will pay for an additional 29 days at the basic service charge or it could be say 35 days time and you pay for the extra 5 days service, your billing will continue as normal till you disconnect, so they may for example take the next months service charges via DD, you get this back as a refund once disconnected. If you pay via DD, don’t cancel the DD unless you like having late payments reported on your credit file - they won’t issue a notice of correction if you do as it’s you who cancelled it.

The right to cancel is a separate process, you usually have 30 days from the point you are notified to cancel without paying the remainder of your contract, you still pay for any service used, now I can’t see a business case for disconnecting everyone on the 12th, so I would imagine nothing has changed in this respect and they will allow you to book that for a reasonable point in the future such as March 10th, if you start telling them you wish to cancel in April etc. they can’t book that far ahead. Either way just ring them and arrange it ahead of time.
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The automated system has the 3.50p discount option. If i select that does it affect my ability to disconnect without a fee etc?
 
Well Duke and all you were right, they called back offering £29 a month for the 200 and £35 for the 350.
I had enough of haggling so signed up for the 350, which is still cheaper than what I was paying (£38.50 a month).

Plus theyll send a new SH to me.

I could have told him no thanks and wait for another call..Im sure I could have gotten a better price but Im in between meetings and so didnt have time to continue the game.
Thank you all for your advice, appreciated :)
 
What does it mean when a green cross has been marked on the ground/ next to a cable access point? Is it a new connection? Or an upgrade to cabling or something?
 
Folks, those of you on 350, what kind of max download speeds can I expect?
For example Ive had around 26-27mb/s on the 200 mbit (technically it should be 25 since 200/8=25) So theoretically around 44mb/s for the 350?
 
i logged in today to the my virgin media site and clicked on the right hand side where it says check your contract details and clicked on end of contract information. here is what it shows:

Capture.jpg


am i out of contract now? if so does cancelation/disconnection procedure change for me? it does say my bill will increase from 8th march onwards so im guessing i want the actual disconnection to be done on 8th march since my gigafast line is booked for the 3rd march.?
 
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