Virgin Media Discussion Thread
- Thread starter macca40
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Soldato
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- 23 Jun 2004
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- Blackburn
So my headache wth VM continues even though I've not been a customers since 25th October. I returned my SH3 two years ago when I got the SH5. When I was disconnected VM asked me to return my SH5 and SH3 so I rang them and explained that the SH3 had already been returned. Lady I spoke to supposedly sorted everything out for me. Then a few days later I get a text informing me that someone will be coming to my house to collect the SH5 and SH3....Guy comes and I give him the SH5 and explain to him about the SH3. The about a week later I get another text saying tanks for the returning the SH5 but I still need to return the SH3 so I ring VM again and again explain the whole situation. The lady I speak to this time supposedly again sorts everything out for me but then today I get a bill from VM saying they are going to be charging me £40 for the SH3 
Soldato
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- 23 Jun 2004
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My drama gets even better. After everything in my above post I rang them again this morning explained everything again was told the £40 charge with be wiped. I was old I would receive an email detailing this. Just now I've received the email except theres nothing about what was discussed, instead its telling me what to do when my new kit arrives and I've got another email telling me how to manage my account with the VM app. Kinda like a stuff you receive as a new customer 
Can't make this **** up!
Can't make this **** up!
I love their broadband service as its reliable and hardly has any issues.My drama gets even better. After everything in my above post I rang them again this morning explained everything again was told the £40 charge with be wiped. I was old I would receive an email detailing this. Just now I've received the email except theres nothing about what was discussed, instead its telling me what to do when my new kit arrives and I've got another email telling me how to manage my account with the VM app. Kinda like a stuff you receive as a new customer
Can't make this **** up!
I hate their support or calling them regarding anything as you may as well bang your head against the wall.
If you think it cannot get any worse just leave it to VM to come up with something to prove you wrong lol
Soldato
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- 23 Jun 2004
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- Blackburn
Yeah I'd been with VM since 2012 and other than ringing them to get a better deal each time my contract ended I hadn't had a single issue. No downtime, solid speeds and barely any issues with latency, even when using the SH3 so I guess I was in a good area for VM but now I leave its a right pain!
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Yeah, I have been with them for at least 20+ years and I have not had to call much but when I do its like pulling teeth out
I'm getting Aquiss after about 20 years with Virgin Media. Sick of their crazy pricing model that's genuinely only good for new customers and awful for loyal ones. That and a number of incredibly frustrating routing choices they have made in the past two or so years. They were reliable for keeping the internet going but honestly I just want decent ping to NA servers along with decent pricing. Getting my 1GB via Aquiss cheaper than I can get my M350 renewed with Virgin. I've got a decent financial situation so I'm going to cancel after Aquiss is installed, so I have time to really compare the two and see if Aquiss is rubbish (by all accounts they are absolutely fantastic though, and the customer support I've had to date has been excellent).
Soldato
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- 23 Jun 2004
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- Blackburn
Thats kinda what I did when I had my FTTP installed with just less than a month left on my VM 1GB line. I had a 30 day cancellation period with VM so If I has issues with BRSK I could cancel and go back to VM. Unsurprisingly since BRSK was install VM had been a distant memory or atleast I wish it was!
Small update to my VM returns saga. Today I received an email from VM saying my £40 refund is on the way. VM hadn't charged me yet for the SH3 but if they are willing to give me £40 I won't say no. Lets see how this spans out.
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Turns out the returns kit for the hub5 wasn't done (yet?) - I went onto live chat to arrange doorstep collection anyway but they said they had arranged the returns pack for 4-5 days time to which I had to state I wanted doorstep collection. I wanted collection because I'm not wasting my time walking the returns pack to the nearest delivery point, plus I want doorbell cam evidence that someone from VM collected it incase they say they never got it back.
The whole process took over 1 hour 30 mins which is crazy but not surprising considering general CS quality with VM.
Will miss the overall solid speeds over the years, but will not miss the pricing and poor CS whne things don't g to plan or every 18 months needing to faff around CS for a deal. Also having to keep an eye on noise levels from time to time as it has needed attenuation or recabling over the years to sort out issues was rather annoying (mostly due to trying to explain to CS).
Even the whatsapp method now just auto directs you to the web livechat, previously someone would physically del with the query just via whatsapp.
The whole process took over 1 hour 30 mins which is crazy but not surprising considering general CS quality with VM.
Will miss the overall solid speeds over the years, but will not miss the pricing and poor CS whne things don't g to plan or every 18 months needing to faff around CS for a deal. Also having to keep an eye on noise levels from time to time as it has needed attenuation or recabling over the years to sort out issues was rather annoying (mostly due to trying to explain to CS).
Even the whatsapp method now just auto directs you to the web livechat, previously someone would physically del with the query just via whatsapp.
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What is your install date? I've just spoken to Aquiss and will be ordering tomorrow, would be good to know what your install time / first thoughts are. I know they're highly thought of.
Oh here we go...
Edit*
Spoke to live chat (took flipping ages waiting in the queue mind). They said basically ignore the email about previous hubs:
Let's see what happens.
Wow. Why on earth would they want the Netgear or Arris Hub back? Surely the collection will cost more than the value of the ancient, superseded product?
Most likely to meet their sustainability targets.
So called up today, trying to get some discount off my parents package - currently £100 a month for a 12 year old TIVO box and 120M cable modem...
Spent about 40 mins on the phone, and managed to get a broadband package to 500Mbit and a new box, for a reduced rate of £80 a month, I'm like - gtfo
So told them to cancel - I imagine they'll call back and offer something, failing that - we'll try and go with someone else, because the cost is insane for the service we get..
Spent about 40 mins on the phone, and managed to get a broadband package to 500Mbit and a new box, for a reduced rate of £80 a month, I'm like - gtfo
So told them to cancel - I imagine they'll call back and offer something, failing that - we'll try and go with someone else, because the cost is insane for the service we get..
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Yeah, they put me through to someone who came up with a few packages - but they sucked,
I'll see what happens..
Need to get through to retensions for the proper offers. £80 is mad for that. We just renewed on;
Mega TV
SKy Cinema
Sky Sports
Netflix
2 Tivo Boxes
500mb Broadband
Phoneline
Anytime calls
£74 per month.
