Virgin Media Discussion Thread

[.Griff.]

Exascale are another local one but they seem to be concentrating on more rural areas.

You must be near me, either in or around Telford.

I've seen a lot of "noise" from Exscale but apart from them celebrating limited rollouts to enclaves around Hortonwood, I'm yet to see anything substantial from them.

 

[Jon20]

You must be near me, either in or around Telford.

I've seen a lot of "noise" from Exscale but apart from them celebrating limited rollouts to enclaves around Hortonwood, I'm yet to see anything substantial from them.

Yep, pretty close I tweeted them back in 2021 and it was just a “watch this space” type reply. Not much seems to have happened since then.

 

[ChrisD.]

Will speak to virgin but, renewed contract 31/12/23 getting 500 instead of 1000mb, told it would be processed 3x in 72 hours and hasnt.

Have you rebooted your hub?

 

[cyber69]

I've posted in another VM thread about my issues with my contract, basically was paying £91 a month for 1Gig, talk weekend & maxit TV and could only get it down to £83 over the phone so I logged a complaint with VM. It went un-answered for 3 weeks until I got a phone call one day to go over my complaint.

I said that we don't use the landline anymore and can get all the same channels through my LG smart TV so I just needed the broadband and I felt that I got forced into taking out an o2 sim at the start of the contract and the reception and data allowance are no good for me and I cannot cancel it with o2 as they could send a disconnection notice through to VM who can reduce my BB speed back down to 500Mb.

After some haggling they have agreed to reduce it back down to £76 a month until next April when the contract is due for renewal and they said that I could at that time reduce my services as I would be out of contract and take a BB only package. Whenever I have tried to do this in the past though they have always come back with a better offer if I was to keep the landline and TV.

I feel like the whole setup is rigged against you if you don't have another provider in your area who can offer a similar service.

I’m still paying £91 a month, rang VM to ask why my bill has not been reduced to the £76 and they say they have no record of the person who spoke to me promising that price if I closed my complaint.

I‘ve received an email from them since saying that I can take it to the ombudsman if I like.

Only got until April anyway so I will try my luck when my contract runs out. Cityfibre I think had put all the cabling in around where I live but i’m still high and dry with no other alternative to VM.

 

[the wopster]

So I wonder if the spikes in my ping were potentially some sort of new customer monitoring? As they now seemed to have stopped.

I have never seen a sawtooth minimum latency graph

 

[El Jimben]

Has anyone had problems getting the Volt benefits with O2? The addresses are the same but it keeps saying in the app that my other half isn't eligible for the benefits. She tried calling O2 but they didn't have a clue

 

[jonnymc4]

I have never seen a sawtooth minimum latency graph

I'm on FFTP and have something similar but much less pronounced. My router is an Archer X72 Pro, could be something to do with that. TBB have a section on the BQM page about this, but it's regarding jitter affecting maximum latency, not minimum, https://www.thinkbroadband.com/faq/broadband-quality-monitor

You might have to click on the image to actually see it!

 

[HighlandeR]

I’m still paying £91 a month, rang VM to ask why my bill has not been reduced to the £76 and they say they have no record of the person who spoke to me promising that price if I closed my complaint.

Not much help but I have this issue once, now I use the whatsapp VM chat and this way the conversation is logged so when they say what price? I say look above few comments.

Also always get the name of the person who you are speaking to, but even that Id bet they will try to get around with.

 

[HighlandeR]

Has anyone had problems getting the Volt benefits with O2? The addresses are the same but it keeps saying in the app that my other half isn't eligible for the benefits. She tried calling O2 but they didn't have a clue

Try live chat on o2, sometimes you have to keep chatting to someone who can see the issue and resolve it.

I had o2 volt benefits not applied (speed boost) and it was like speaking to a brick wall, but once you get hold of someone who can see the issue and resolve it usually its ok.

Might be worth also letting VM know if an volt benefit is not getting tagged properly, sometimes its something very silly like name or address not being the same as the account holder so have to find the issue and manually edit it.

 

[Lighters]

Have you rebooted your hub?

They finally fixed it 10 days later, didnt need to reboot my hub they had to amend it on their end.

Honestly the worst customer service I have ever received in my life, the chat system is so poor and takes forever for a response and when you get it - useless! dont answers questions, cant or wont help. Hopefully wont need to use them much from now.

 

[ChrisD.]

Yup they are awful. I’ve been owed £25 credit for three months and every time I get in touch they say they’ve sorted it and it’ll show on my next bill. Next bill comes and no credit. Rinse and repeat.

 

[El Jimben]

Try live chat on o2, sometimes you have to keep chatting to someone who can see the issue and resolve it.

I had o2 volt benefits not applied (speed boost) and it was like speaking to a brick wall, but once you get hold of someone who can see the issue and resolve it usually its ok.

Might be worth also letting VM know if an volt benefit is not getting tagged properly, sometimes its something very silly like name or address not being the same as the account holder so have to find the issue and manually edit it.

I think they changed it a little while ago so that the names don't need to match, it's just the addresses of the account holders that need to be the same. Anyway, it seems like the folks on Twitter are a little more on the ball & we're all sorted now

 

[willhub]

I'm going to try and get in contact with VM for a router replacement, their forum isn't much use and those that have access to systems just give generic advise regardless if it's been given.

I've tried everything but no matter what port I use on the HUB 5 I'm only hitting around 666Mbit max, different cables, different devices on ethernet, via another router, safe mode, all 666. Should be getting GIG1 945mBIT FOR ME

 

[ED209]

I'm going to try and get in contact with VM for a router replacement, their forum isn't much use and those that have access to systems just give generic advise regardless if it's been given.

I've tried everything but no matter what port I use on the HUB 5 I'm only hitting around 666Mbit max, different cables, different devices on ethernet, via another router, safe mode, all 666. Should be getting GIG1 945mBIT FOR ME

Do you have any wifi devices at all? are these also getting 666?

Does the SH show its synced at 1GB?

 

[HEADRAT]

So Virgin finally caught up with me, my contract ended some time ago and I was only paying £35.99, they want to charge me £76 but I've managed to get them down to £42 on 18 month contract.

Do I keep this or go for FTTP!

I get great download speeds

10.3 GB Downloaded in 1 min 20 seconds at an average of 131.9 MB/s, latency doesn't really bother me and I'm not a twitch gamer, cost for FTTP might be slight less but it's not my biggest concern

 

[ChrisD.]

Personally if you aren’t bothered about TV then I’d be switching.

 

[Caged]

On the flipside if it works and you are happy with the price you've been offered then why go through putting the work in to change? It also depends a lot on what your FTTP options are.

 

[HEADRAT]

I can get Aquiss FTTP which I know other rate, they currently have a deal on for 'Offer equivalent to £41.25 per month'

Seems like I can also get EE 1.6Gbps but it's a bit pricy at £69 on 24 month contract!

 

[willhub]

Do you have any wifi devices at all? are these also getting 666?

Does the SH show its synced at 1GB?

Well when I try is it think broadband or sam knows, it shows speed to router 1150, also my phone connected via Wifi 6 gets around 888 Mbit.

I have tried the router in modem mode to eliminate a wifi device leeching off it, and again 666.

This is regardless of what port, 2.5Gbit or any others, to me feels like there must be a fault in there, wish I had the old Hub 4 still to test it with.

 

[ED209]

Well when I try is it think broadband or sam knows, it shows speed to router 1150, also my phone connected via Wifi 6 gets around 888 Mbit.

I have tried the router in modem mode to eliminate a wifi device leeching off it, and again 666.

This is regardless of what port, 2.5Gbit or any others, to me feels like there must be a fault in there, wish I had the old Hub 4 still to test it with.

Even if you had the old SH4 they disable it from accessing their network once its been replaced and trying to explain to them to re enable it for testing would most prob end in you banging your head against the wall.

This is 1 thing I hate about VM (on top of their support), that you cannot replace their router and just not use it at all as removing it completely would have for troubleshooting.