Virgin Media Discussion Thread

eldergeek · 7 Dec 2024 at 12:44

MrRockliffe said:
I’ve just spend 1 hour 27 minutes being passed from pillar to post, nobody able to help me understand when I’ll be able to get a router.

Asked to speak to supervisors, on hold for 20 minutes and another random person picks up.

Absolutely wild - can’t wait for proper competition and for VM to disappear.

I understand this sentiment entirely, and it stuns me to see the lack of foresight and business accumen Virgin shows - I live in the south west, and for years they had ample opportunity to properly invest in infrastructure because they had a monopoly in the area. The straw that broke the camel's back for me when IDNet finally emailed with availability was the way customer service was an utter failure at every conceivable point; two months ago I even gave them a chance to keep me as a customer, and all I really wanted was for them to price match the competition with their prices after the offer period, and they still felt it wasn't worth the punt.

The silly thing is they sounded positively taken aback when I finally gave them my notice last month. As Openreach and rural fibre finally increases in this country, they're going to find themselves looking more and more left in the dust as they haemorrage customers.

Sone · 7 Dec 2024 at 16:52

On my contract renewel tried to get a SH5, tried everything no joy

MrRockliffe · 7 Dec 2024 at 19:28

Just Having a Look said:
You are wasting your time calling Virgin.
They have no stock of modems on hand to send out.
They will only be able to send you a modem when they can be restocked again or can get access to their warehouse.
Your only chance to get a router at the moment is if you can book an engineer visit as they will still have some modems on hand.
But they will soon run out of them as well.
At the moment you will be told ,, it will arrive in 48hrs ,, 7 days ,, 2 weeks.
But there is nothing going to arrive.

They won’t let me book an engineer visit unfortunately, as I’m on self install

Tried to speak to a supervisor but they just kept putting me on hold until a random person picked up.

Just Having a Look · 7 Dec 2024 at 19:32

MrRockliffe said:
They won’t let me book an engineer visit unfortunately, as I’m on self install

Tried to speak to a supervisor but they just kept putting me on hold until a random person picked up.

They cottoned on to the getting an engineer visit pretty quickly and stopped it for people wating on the self connect packages.
Now you will just have to wait until the distribution centre is back up and running now.
You are wasting your time phoning as they have nothing to offer you but lies until the problem is fixed.

[HB]Rugrat · 8 Dec 2024 at 01:19

beachBOYken said:
Has anyone changed ISP, moving away from VM, apparently when you sign up elsewhere your new ISP cancel your current ISP for you, is this a new thing?, I watched it on tv last week one of the morning shows was talking about it.
Guess if it works it saves all the hassle of phoning yourself.

Can confirm - when I rang to renegotiate my VM contract and got nowhere, I asked to cancel and they said I could either cancel as requested or go through this new switching procedure (which they said was introduced as a requirement from ofcom). I signed up with Vodafone and within seconds of completing the order I had a text and an email from VM saying that they'd been notified that I was cancelling my service with them (with an option to cancel if I hadn't requested it etc) and an estimate of my final bill.

Vodafone fttp service gets installed next week and I haven't heard a peep or of VM being the above text/email.

Jamin280672 · 8 Dec 2024 at 01:33

[HB]Rugrat said:
Can confirm - when I rang to renegotiate my VM contract and got nowhere, I asked to cancel and they said I could either cancel as requested or go through this new switching procedure (which they said was introduced as a requirement from ofcom). I signed up with Vodafone and within seconds of completing the order I had a text and an email from VM saying that they'd been notified that I was cancelling my service with them (with an option to cancel if I hadn't requested it etc) and an estimate of my final bill.

Vodafone fttp service gets installed next week and I haven't heard a peep or of VM being the above text/email.

Id be very careful then, you could end up paying for both services for a couple of months, with VM's shenanigans, as soon as I put the phone down to them I got multiple emails asking for there equipment back, and sorry you're leaving emails etc, 3 days later I received the return packaging for all the equipment, its sat here in a box, my contract doesnt end until the 12th Dec, so they're not getting it back before that, but for you they may deny knowing anything about it and still expect 30 days notice going forward.

beachBOYken · 8 Dec 2024 at 09:09

[HB]Rugrat said:
Can confirm - when I rang to renegotiate my VM contract and got nowhere, I asked to cancel and they said I could either cancel as requested or go through this new switching procedure (which they said was introduced as a requirement from ofcom). I signed up with Vodafone and within seconds of completing the order I had a text and an email from VM saying that they'd been notified that I was cancelling my service with them (with an option to cancel if I hadn't requested it etc) and an estimate of my final bill.

Vodafone fttp service gets installed next week and I haven't heard a peep or of VM being the above text/email.

Thanks, good to know, please update if you get any further contact from VM about returning equipment or what not.

Hopefully it all goes to plan.

eldergeek · 9 Dec 2024 at 03:03

[HB]Rugrat said:
Can confirm - when I rang to renegotiate my VM contract and got nowhere, I asked to cancel and they said I could either cancel as requested or go through this new switching procedure (which they said was introduced as a requirement from ofcom). I signed up with Vodafone and within seconds of completing the order I had a text and an email from VM saying that they'd been notified that I was cancelling my service with them (with an option to cancel if I hadn't requested it etc) and an estimate of my final bill.

Vodafone fttp service gets installed next week and I haven't heard a peep or of VM being the above text/email.

I think they're really going to hate that one touch switch system before all is said and done.

They've become such a stupid, greedy, lazy company that has steadfastly refused to make any movement with what they offer, and they're going to get absolutely cannibalised now that Openreach has started to catch up.

Cob · 9 Dec 2024 at 12:21

Ironically I'm currently in chat with VM because they didn't contact TalkTalk to cancel despite confirming that I wanted them to. TT are trying to bill me for another month (at their ridiculous out of contract prices of course).

MrRockliffe · 10 Dec 2024 at 09:50

I managed to get an engineer out today and they've installed a Hub 5 :-)

Will call VM later to ask about compensation, as I had to get an unlimited Lebara SIM and 5G router to be able to get any internet at all in the interim.

Avalon · 10 Dec 2024 at 11:52

MrRockliffe said:
I managed to get an engineer out today and they've installed a Hub 5

Will call VM later to ask about compensation, as I had to get an unlimited Lebara SIM and 5G router to be able to get any internet at all in the interim.

Am I eligible for automatic compensation? | Virgin Media Help

Find out if you're eligible for automatic compensation and understand everything you need to know about Virgin Media automatic compensation.

www.virginmedia.com

£6.10 per full day after installation failing.

ChrisD. · 11 Dec 2024 at 22:45

I don't know why Virgin have to bill me for a full month after my cancellation date only for them to refund me. Do they use a 20 year old billing system?

Caged · 11 Dec 2024 at 22:57

It's probably older than that

Just Having a Look · 12 Dec 2024 at 00:25

LoL .. Yodel tried to deliver my quick connect package today even after I cancelled my contract on the 5th Dec.
Refused delivery and told them to send it back.
I have had 3 calls today from the Virgin Media sales team asking if I would like to take out a new contract.
Top offer was a £60 credit to my account if I took out a new contract.
One call ended abruptly after he hung up on me after I called him a liar after he tried to blame Yodel and the bad weather for the delivery delays.
Hopefully they keep calling so I can waste their time for a change.

beachBOYken · 12 Dec 2024 at 11:09

Got my ISP switching email from VM yesterday, I guess the "please stay with us" phone calls will come in time, I guess I could disconnect the phone though as don't really use it now.

Avalon · 12 Dec 2024 at 13:55

ChrisD. said:
I don't know why Virgin have to bill me for a full month after my cancellation date only for them to refund me. Do they use a 20 year old billing system?

Yes. ICOMS is a lot older than that and still forms the backend of billing. It will bill as normal until the date of disconnection, then 14 days after the disconnection date, generate a final bill with pro-rata refund. Historically this was for things like ship to shore and long distance charges to be passed back along with PPV purchases and votes etc. One of the last projects I was involved in was migrating cable master franchises to ICOMS.

[HB]Rugrat · 13 Dec 2024 at 10:50

beachBOYken said:
Got my ISP switching email from VM yesterday, I guess the "please stay with us" phone calls will come in time, I guess I could disconnect the phone though as don't really use it now.

I finally got my first "we hear you're thinking of leaving us..." text from them yesterday - FTTP installation is this morning. Better late than never I suppose... they really are hopeless :cry:

Jamin280672 · 14 Dec 2024 at 10:57

ChrisD. said:
I don't know why Virgin have to bill me for a full month after my cancellation date only for them to refund me. Do they use a 20 year old billing system?

Yup they do, my online account is showing a bill from june or july, its not updated since, but they did the same with me, I just told them to use the refund to pay the bill, they're a joke.

Mr Oxide · 14 Dec 2024 at 16:58

2nd time of late I got off the phone to VM as my contract expires mid January.

So I asked them if they could do me a better deal than the £42 offering on the website that I already pay for the measly M125. Yes, I've been lazy and reluctant up to now to move.

The Idiot comes back with a deal that is £4 more @ £46... Eye rolling moment so I said I know your game. High ball so I pay the £42 and I just ended the call.

I've had a couple of calls today with a chap from BRSK as my Landlord wanted some information how the install works and what would happen , which is fair. Run their cabling through the existing BT ducting and run it up the wall and hole in wall and install their gear.

My landlord has given me the go ahead but I'll have to wait a bit longer to pull the trigger as end of December isn't the best time for the current install date. I'll leave it a few days and try for the 3rd of Jan. I'll likely do it first thing on Monday.

VM retention's are beyond comprehension. All they had to do was offer me £5 lower a month and I'd likely have been lazy and be staying.

Just Having a Look · 14 Dec 2024 at 18:54

Mr Oxide said:
2nd time of late I got off the phone to VM as my contract expires mid January.

So I asked them if they could do me a better deal than the £42 offering on the website that I already pay for the measly M125. Yes, I've been lazy and reluctant up to now to move.

The Idiot comes back with a deal that is £4 more @ £46... Eye rolling moment so I said I know your game. High ball so I pay the £42 and I just ended the call.

I've had a couple of calls today with a chap from BRSK as my Landlord wanted some information how the install works and what would happen , which is fair. Run their cabling through the existing BT ducting and run it up the wall and hole in wall and install their gear.

My landlord has given me the go ahead but I'll have to wait a bit longer to pull the trigger as end of December isn't the best time for the current install date. I'll leave it a few days and try for the 3rd of Jan. I'll likely do it first thing on Monday.

VM retention's are beyond comprehension. All they had to do was offer me £5 lower a month and I'd likely have been lazy and be staying.

You will only get the better Deals from the retentions staff if you actually cancel your contract and wait for them to call you.
If you just phone up by yourself looking for a better deal ,, you will be speaking to someone who has limited offers to give you.
If you are serious about joining BRSK just let the Virgin contract run out ,, then terminate it once you have the BRSK connection up and running.