Virgin Media Discussion Thread

MG42Maniac · 19 Apr 2018 at 19:23

Moving to a new build at the end of June. Currently have VM Gamer 200. Are Virgin planning to upgrade the upload any time soon? As I've been with Virgin for years I reckon I could get quite a good deal. Other option is to use BT G Fast which is 330/50 but £60 a month. Happy enough with VM, just want faster upload.

Bluecube · 19 Apr 2018 at 21:44

Suddenly, I lose my phone, net and TV connection... Green light is flashing on router which I think means it can’t connect to the Virgin network. Any advice?

Longer version is that Virgin support is useless and telling me to phone. I’m deaf and so use a Typetalk service. Which requires a landline. Which isn’t working... And apparently there is NO alternative way to contact the relevant support!

Swifty55 · 19 Apr 2018 at 22:49

Bluecube said:
Suddenly, I lose my phone, net and TV connection... Green light is flashing on router which I think means it can’t connect to the Virgin network. Any advice?

Longer version is that Virgin support is useless and telling me to phone. I’m deaf and so use a Typetalk service. Which requires a landline. Which isn’t working... And apparently there is NO alternative way to contact the relevant support!

Checked service status?

Could be an outage.

Bluecube · 20 Apr 2018 at 06:52

No outage. Just checked again this morning.

beachBOYken · 20 Apr 2018 at 09:46

Bluecube said:
Suddenly, I lose my phone, net and TV connection... Green light is flashing on router which I think means it can’t connect to the Virgin network. Any advice?

Longer version is that Virgin support is useless and telling me to phone. I’m deaf and so use a Typetalk service. Which requires a landline. Which isn’t working... And apparently there is NO alternative way to contact the relevant support!

Try the VM support forums, they do respond on there eventually.

MarkeR · 20 Apr 2018 at 17:04

Sounds like a cu cable from the Dp to your house. Or someone has fully disconnected you from the cabinet.
If it was an outage, the battery back up would have kept the telco going for a while after the amp went down for the TV and BB.

Bluecube · 20 Apr 2018 at 17:20

That’s exactly what I was thinking myself. Still not been able to get through to Virgin support.

brendy · 20 Apr 2018 at 17:22

Really? I called 150 (there is a second number for non virgin landlines) today and was sorted with 2 separate queries inside 15 mins. Catchup fault (india or somewhere) and then landline number change ( Scotland I presume as I heard a few voices).

Bluecube · 20 Apr 2018 at 17:24

I’ve got no landline at all. It’s all through the fibre cable - basically VoIP. So if the net connection is down then so is the phone line.

brendy · 20 Apr 2018 at 17:24

Bluecube said:
I’ve got no landline at all. It’s all through the fibre cable - basically VoIP. So if the net connection is down then so is the phone line.

Im the same, I meant home telephone in general.

Rainmaker · 21 Apr 2018 at 03:05

Bluecube said:
Suddenly, I lose my phone, net and TV connection... Green light is flashing on router which I think means it can’t connect to the Virgin network. Any advice?

Longer version is that Virgin support is useless and telling me to phone. I’m deaf and so use a Typetalk service. Which requires a landline. Which isn’t working... And apparently there is NO alternative way to contact the relevant support!

When you say Virgin support is useless, how are you contacting them? Have you tried the live chat and explained that you're deaf? The contact us page recommends live chat for broadband and phone outages so I don't know why they're telling you to phone. Try them again maybe?

nwatson6 · 21 Apr 2018 at 08:18

Rainmaker said:
When you say Virgin support is useless, how are you contacting them? Have you tried the live chat and explained that you're deaf? The contact us page recommends live chat for broadband and phone outages so I don't know why they're telling you to phone. Try them again maybe?

If you try the chat online there is never anyone available, always the same message "sorry the team are unavailable, please try again later", but if you choose the option to join VM then there are people available to chat, maybe go there and explain your situation.

https://www.virginmedia.com/contact-us.html

Bluecube · 21 Apr 2018 at 10:05

I initially contacted Virgin via Twitter. They were pretty good apart from requiring a lot of prompting to provide an alternative form of contact. They (Twitter support) we’re going to provide a link to online chat but when I requested it, online chat had closed up at 4pm.

In the end I had to get my wife to phone which wasn’t great as she’s technically illiterate. Got an engineer coming round on Tuesday to hopefully sort everything out. It’s quite an experience not having ready access to the internet!

Nexus18 · 23 Apr 2018 at 16:24

Regarding 350MB package, do you need the superhub 3 to get this speed or will the super hub 2 ac do the job?

I use the hub 2ac in modem mode along with an asus router.

chroniclard · 23 Apr 2018 at 16:27

Nexus18 said:
Regarding 350MB package, do you need the superhub 3 to get this speed or will the super hub 2 ac do the job?

I use the hub 2ac in modem mode along with an asus router.

Need the SH3.

Swifty55 · 23 Apr 2018 at 16:59

Is everyone out of contract when upgrading to 350Mbps package or are some of you still in contract? If so, what extra are you paying?

Deluxe1 · 23 Apr 2018 at 17:02

I went from 200 - 350 a couple of weeks back and for me an extra fiver a month.

Bluecube · 24 Apr 2018 at 12:20

Bluecube said:
Suddenly, I lose my phone, net and TV connection... Green light is flashing on router which I think means it can’t connect to the Virgin network. Any advice?

Longer version is that Virgin support is useless and telling me to phone. I’m deaf and so use a Typetalk service. Which requires a landline. Which isn’t working... And apparently there is NO alternative way to contact the relevant support!

Engineer has just left. It was all down to a dodgy plug which powers the external splitter hub. Seems to be quite a rare issue. I’m glad it’s fixed but I’m still annoyed at how difficult it was to report the problem and get an engineer booked.

Nexus18 · 24 Apr 2018 at 19:14

chroniclard said:
Need the SH3.

Thanks.

Will just upgrade to 350MB and see how I get on with the superhub 3....

chroniclard · 24 Apr 2018 at 19:36

Nexus18 said:
Thanks.

Will just upgrade to 350MB and see how I get on with the superhub 3....

Been fine for me once the latest firmware got pushed down. Just gotta hope you get it.