Virgin Media Discussion Thread

Nemiyen · 25 Mar 2023 at 14:39

Macdonsk said:
So i'm trying to cancel my Virgin Media services as i have had an alternative fibre provider installed.

It's taken over 45 minutes to actually get a response on chat and another 30 minutes offering me bundles.

I've already told them i have had another provider installed. Once they realized i'm going to really leave and this is not some negotiation to get a better deal they have blanked me and will not reply in chat with a disconnection date.

So i have no idea if they will actually action my cancellation request.

I refuse to wait hours on the phone so i'm going to have to send a signed for letter to the address they have given on their website cancellations.

What an utterly unprofessional way to act. I might have considered going back to them when my contract is over but screw that with the way they have acted.

UPDATE: After 2 hours they have finally processed my cancellation request and 1 hour of that was where they did not reply to me. I have saved a copy of the chat as i am sure that this will not be then end of it.

You shouldn't have to play tactical with a company like Virgin the people that work there are normal(ish) people at the end of the day! That rep is getting no retention bonus from you at all so they're not likely to process your request over a queue of other people that might be swayed to stay.

You need to ring and pretend like you might stay or return but just push for a cancellation. Saying you've already got someone else lined up and you're definitely leaving is not a very good poker play! Although I agree, you shouldn't have to do it!

ChrisD. · 25 Mar 2023 at 20:37

Nemiyen said:
You shouldn't have to play tactical with a company like Virgin the people that work there are normal(ish) people at the end of the day! That rep is getting no retention bonus from you at all so they're not likely to process your request over a queue of other people that might be swayed to stay.

You need to ring and pretend like you might stay or return but just push for a cancellation. Saying you've already got someone else lined up and you're definitely leaving is not a very good poker play! Although I agree, you shouldn't have to do it!

What???? If you want to cancel, you should be allowed to. There should be a bloody cancel button in your account. Don’t blame the customer here!

Mikey · 26 Mar 2023 at 09:04

ChrisD. said:
What???? If you want to cancel, you should be allowed to. There should be a bloody cancel button in your account. Don’t blame the customer here!

Absolutely, these providers need to have cancel services option within account management.

I hate this new customer deals, I would prefer these companies just to offer a flat rate and that’s it. No mucking around, you know the price and that’s it.

Jay85 · 26 Mar 2023 at 14:16

Got our letter through last week for the price increase, from £43 a month to £52!!! That's a £9 increase a month!

Am i allowed to leave without any obligation to pay any fees etc since they are just bumping up prices whenever they want?

I think i will go with BT, they do a 500mb fibre only for £30.99 a month and my neighbour who uses them says the network is stable and good.

Rainmaker · 26 Mar 2023 at 14:17

Jay85 said:
Got our letter through last week for the price increase, from £43 a month to £52!!! That's a £9 increase a month!

Am i allowed to leave without any obligation to pay any fees etc since they are just bumping up prices whenever they want?

I think i will go with BT, they do a 500mb fibre only for £30.99 a month and my neighbour who uses them says the network is stable and good.

If you have a choice between VM and fibre of any description at all* then it's not even a question. Run, don't walk, away.

*Unless it's one of the new (rare) CGNAT only ISPs.

Jay85 · 26 Mar 2023 at 14:20

Rainmaker said:
If you have a choice between VM and fibre of any description at all* then it's not even a question. Run, don't walk, away.

*Unless it's one of the new (rare) CGNAT only ISPs.

I don't think it is.

Tbh i have a BT line already put in, it was there when we moved in 5 years ago but just never used as its a new build i think they put them in all new houses.

I need to read the small print on VM's leaving before the contract ends. The new increase is due to take an effect from 1st May but i honestly wanna leave before then.

Rainmaker · 26 Mar 2023 at 14:29

Jay85 said:
I don't think it is.

Tbh i have a BT line already put in, it was there when we moved in 5 years ago but just never used as its a new build i think they put them in all new houses.

I need to read the small print on VM's leaving before the contract ends. The new increase is due to take an effect from 1st May but i honestly wanna leave before then.

AFAIK this is the last year you can leave VM because of the price rises, as new contracts are baking the ridiculous RPI/CPI+x% rises into the terms from now on. You'd have 30 days from being informed of the planned rise (by VM directly, not just reading about it online) to leave your contract penalty free. If you have fibre available, snatch your opportunity.

Jay85 · 26 Mar 2023 at 14:32

Rainmaker said:
AFAIK this is the last year you can leave VM because of the price rises, as new contracts are baking the ridiculous RPI/CPI+x% rises into the terms from now on. You'd have 30 days from being informed of the planned rise (by VM directly, not just reading about it online) to leave your contract penalty free. If you have fibre available, snatch your opportunity.

That's good to know, i will make a phone call tomorrow then to get it rolling.

Another question, I've been using the VM Hub as a modem as it kept copping out when i had all my devices and smart home connected to it so im using a TPLink Deco Mesh system now. Can i do the same with the BT Hub? Switch it to Modem mode and just carry on with what i have had setup now.

Rainmaker · 26 Mar 2023 at 14:33

Jay85 said:
Can i do the same with the BT Hub? Switch it to Modem mode and just carry on with what i have had setup now.

You're better searching this sub-forum for other threads on that exact matter. You can run from the ONT to whatever networking gear you wish, you don't even need to use the 'BT Hub' if you don't want to. The ONT is the box on the wall the fibre comes into your home at. It's basically the equivalent of the modem side of a VM router, and it has an ethernet port on it to connect to the network equipment on 'your side'.

Jay85 · 26 Mar 2023 at 14:40

Rainmaker said:
You're better searching this sub-forum for other threads on that exact matter. You can run from the ONT to whatever networking gear you wish, you don't even need to use the 'BT Hub' if you don't want to. The ONT is the box on the wall the fibre comes into your home at. It's basically the equivalent of the modem side of a VM router, and it has an ethernet port on it to connect to the network equipment on 'your side'.

Ah fair enough! So that little box in my laundry room which i assume is the ONT, once i'm setup i can connect my TPLink deco M4 Mesh kit directly to it. Sounds even easier than what i have setup now, the VM stuff was a nightmare to figure out.

Rainmaker · 26 Mar 2023 at 14:42

Jay85 said:
Ah fair enough! So that little box in my laundry room which i assume is the ONT, once i'm setup i can connect my TPLink deco M4 Mesh kit directly to it. Sounds even easier than what i have setup now, the VM stuff was a nightmare to figure out.

Assuming the 30 second glance I just gave it is correct (that it has a full router mode), then yes it appears so.

Jay85 · 26 Mar 2023 at 14:44

Rainmaker said:
Assuming the 30 second glance I just gave it is correct (that it has a full router mode), then yes it appears so.

I'll grab a pick of mine in a moment, hopefully its the same or at least has this functionality.

beachBOYken · 26 Mar 2023 at 15:08

Macdonsk said:
So i'm trying to cancel my Virgin Media services as i have had an alternative fibre provider installed.

It's taken over 45 minutes to actually get a response on chat and another 30 minutes offering me bundles.

I've already told them i have had another provider installed. Once they realized i'm going to really leave and this is not some negotiation to get a better deal they have blanked me and will not reply in chat with a disconnection date.

So i have no idea if they will actually action my cancellation request.

I refuse to wait hours on the phone so i'm going to have to send a signed for letter to the address they have given on their website cancellations.

What an utterly unprofessional way to act. I might have considered going back to them when my contract is over but screw that with the way they have acted.

UPDATE: After 2 hours they have finally processed my cancellation request and 1 hour of that was where they did not reply to me. I have saved a copy of the chat as i am sure that this will not be then end of it.

Seriously, it takes like 10 minutes tops normally to get to speak to someone on the phone at VM, don't exaggerate, lol.

chrcoluk · 26 Mar 2023 at 15:12

beachBOYken said:
Seriously, it takes like 10 minutes tops normally to get to speak to someone on the phone at VM, don't exaggerate, lol.

Whatsapp seems another story though lol

When I wasnt sent any tracking info for my hub5, I asked them on whatsapp, and then got a response around 6 or so hours later, I actually did get the answer hours before by luck (staff member DM'd me on a community), but it seems once you submit a whatsapp request cant cancel it, so it was left to wait.

beachBOYken · 26 Mar 2023 at 15:20

chrcoluk said:
Whatsapp seems another story though lol

When I wasnt sent any tracking info for my hub5, I asked them on whatsapp, and then got a response around 6 or so hours later, I actually did get the answer hours before by luck (staff member DM'd me on a community), but it seems once you submit a whatsapp request cant cancel it, so it was left to wait.

Yeah I read that what's app can take a while, but to be honest one would expect that, what's app messaging will not be a priority for vm support over someone phoning. Phone has always been quick in my experience.
But the guy makes it sound like he didn't even bother trying to phone them, just made the assumption it takes 2hrs to get through to them on the phone.

xb8browney · 26 Mar 2023 at 18:53

Rainmaker said:
*Unless it's one of the new (rare) CGNAT only ISPs.

I've seen a few people say negative things about CGNAT however I've not looked into why, the main issue people come back with is console multiplayer gaming which isn't something I do anyway.

What real world issues can occur?

A quik Google suggests possible issued with some vpns and P2P services.

chrcoluk · 27 Mar 2023 at 07:51

xb8browney said:
I've seen a few people say negative things about CGNAT however I've not looked into why, the main issue people come back with is console multiplayer gaming which isn't something I do anyway.

What real world issues can occur?

A quik Google suggests possible issued with some vpns and P2P services.

Off top of my head.

Could have issues related to some security mechanisms, where they consider e.g. multiple account usage from one ip as a marker. (on mainstream services shouldnt be as much an issue as they will be aware cgnat is commonly used on mobile networks)
Hosting own services, which includes p2p. (more common than I think is believed, many people seem to prefer hosting at home to a datacentre).
Incompatibility with IP ACL's (although this is also a problem on non CGNAT dynamic ip's).
Multiplayer gaming, although it will still be possible, just wont be possible to host sessions.
Port mode on FTP.

From my experience VPNs do work.

Part of the problem is CGNAT has a bad rep. I think CGNAT is ok providing there is an option of fixed IP made available for those who need it and IPv6 is also available.

xb8browney · 27 Mar 2023 at 08:46

chrcoluk said:
Off top of my head.

Could have issues related to some security mechanisms, where they consider e.g. multiple account usage from one ip as a marker. (on mainstream services shouldnt be as much an issue as they will be aware cgnat is commonly used on mobile networks)
Hosting own services, which includes p2p. (more common than I think is believed, many people seem to prefer hosting at home to a datacentre).
Incompatibility with IP ACL's (although this is also a problem on non CGNAT dynamic ip's).
Multiplayer gaming, although it will still be possible, just wont be possible to host sessions.
Port mode on FTP.

From my experience VPNs do work.

Part of the problem is CGNAT has a bad rep. I think CGNAT is ok providing there is an option of fixed IP made available for those who need it and IPv6 is also available.

Thanks,

Due to the way CF has done the build here it's extremely unlikely I will be using them but grain do use CGNAT and they are starting installs from April, you can buy a static ipv4.

Jay85 · 27 Mar 2023 at 09:52

hopefully making the switch away from Virgin today and moving over to BT.

Gonna ring Virgin first to start the cancellation process and then ring BT to get the offer from their website for the 500mbs fibre for £30.99.

Gonna be so happy and relieved not having to deal with virgin again.

Capitano · 27 Mar 2023 at 11:18

are there any rumours for the Hub 6? Or are we going to be on the Hub 5 for a while. Just want to see if there are any rumoured noticeable benefits coming out.