Virgin Media Discussion Thread

Rainmaker · 2 May 2019 at 21:57

Is it correct that only one customer services team can do this, over the phone? I normally use web chat (hard of hearing) but they fobbed me off and said only CS can upgrade and only over the phone. Never had an issue before?

Rabtech · 3 May 2019 at 17:13

I have 350/35, telephone with weekend calls and two Virgin Mobile SIMS - one unlimited and one 12GB for £82pm. Just phoned them to see if they would upgrade the broadband to 500Mb and they won't budge. Out of contract for one sim now, the other on the 8th May and the broadband 18th May - think a phone call to retentions is in order...

Rainmaker · 4 May 2019 at 00:19

Four hours on the phone today (long story) between VM departments, but we finally got the upgrade sorted. The V.VIP package actually saved us money, as we had the VIP (one less V) before, plus a separate unlimited data/calls/texts Virgin (EE) SIM - £89 + £25 per month. Now we pay £99 a month all in.

This speed test is over VPN using the WireGuard protocol via my home made Arch Linux router. It peaks out at 20% load (i7 3700, 8GB RAM) so in theory it's good for 2.5Gbps over VPN before I need an upgrade.

RoboCod · 4 May 2019 at 01:04

Rainmaker said:
Four hours on the phone today (long story) between VM departments, but we finally got the upgrade sorted. The V.VIP package actually saved us money, as we had the VIP (one less V) before, plus a separate unlimited data/calls/texts Virgin (EE) SIM - £89 + £25 per month. Now we pay £99 a month all in.

This speed test is over VPN using the WireGuard protocol via my home made Arch Linux router. It peaks out at 20% load (i7 3700, 8GB RAM) so in theory it's good for 2.5Gbps over VPN before I need an upgrade.

But why?

MartinPrince · 4 May 2019 at 01:27

RoboCod said:
But why?

But why not? 350Mb actually cost him more money.

ToTheMax · 4 May 2019 at 07:45

MartinPrince said:
But why not? 350Mb actually cost him more money.

Always worth while phoning up Virgin and renegotiating when your package is out of contract. Every time I've done it it's saved money instead of being a passive customer.

MartinPrince · 4 May 2019 at 08:48

ToTheMax said:
Always worth while phoning up Virgin and renegotiating when your package is out of contract. Every time I've done it it's saved money instead of being a passive customer.

Precisely. I have calendar reminders for 30 days before my Virginmedia contracts ends, (along with my gas/electric, mobile phone etc) which is probably why I'm paying £28/month for 350Mb only. Some people may even be paying less as I've managed in the past to get it down to £20/month.

Martini1991 · 4 May 2019 at 09:18

Their 500Mb roll out since a bit funky.

I can get the V.Vip bundle and it's listed as available in my area with my post code for the Vivid 500mb.

It's not in the broadband only section, and when I rang up to get my bill corrected for the third time this year (I get a 10 pound discounted applied to my Vivid 350mb, and despite being reassured every month I've got to call up and get it applied) I asked about getting my internet changed and she said that she couldn't as my area doesn't have it yet.

Rainmaker · 4 May 2019 at 10:00

Martini1991 said:
Their 500Mb roll out since a bit funky.

I can get the V.Vip bundle and it's listed as available in my area with my post code for the Vivid 500mb.

It's not in the broadband only section, and when I rang up to get my bill corrected for the third time this year (I get a 10 pound discounted applied to my Vivid 350mb, and despite being reassured every month I've got to call up and get it applied) I asked about getting my internet changed and she said that she couldn't as my area doesn't have it yet.

It's V.VIP bundle only atm, you can't upgrade it stand-alone unfortunately.

Martini1991 · 4 May 2019 at 10:58

Rainmaker said:
It's V.VIP bundle only atm, you can't upgrade it stand-alone unfortunately.

Probably just want to stick everyone on a £99 package lol.

Rainmaker · 4 May 2019 at 11:18

Martini1991 said:
Probably just want to stick everyone on a £99 package lol.

Essentially, yes. The 'new' £99 V.VIP package is identical to the old VIP package (except you do get a new unlimited EE data/voice/text SIM to be fair). Liberty Global who own VM have invested massively in the infrastructure, and rolled out a lot of expensive upgrades to the network equipment, to prepare for DOCSIS3.1 and multi-gigabit services. They have to recoup it somehow and this is one step I suppose. No doubt once the hype has settled down and they have a bit of cash back they'll roll it out more widely.

Martini1991 · 4 May 2019 at 11:40

Rainmaker said:
Essentially, yes. The 'new' £99 V.VIP package is identical to the old VIP package (except you do get a new unlimited EE data/voice/text SIM to be fair). Liberty Global who own VM have invested massively in the infrastructure, and rolled out a lot of expensive upgrades to the network equipment, to prepare for DOCSIS3.1 and multi-gigabit services. They have to recoup it somehow and this is one step I suppose. No doubt once the hype has settled down and they have a bit of cash back they'll roll it out more widely.

And with all that said they're still pushing out the superhub 3

Rainmaker · 4 May 2019 at 11:45

Martini1991 said:
And with all that said they're still pushing out the superhub 3

Yeah, it's a wretched piece of equipment with a flawed chipset and built to a (low) cost. It's not too bad passed through to a real router though. Just in case you misunderstood (though I doubt it), by 'network equipment' I was referring to the huge ongoing CMTS upgrades at the head end, and the laying of new FTTP etc. I'll give Liberty their due, they're investing in the networks again and hopefully things will look a lot better in a few years, especially as DOCSIS3.1 allows for more symmetric up/down speeds.

Martini1991 · 4 May 2019 at 11:51

Rainmaker said:
Yeah, it's a wretched piece of equipment with a flawed chipset and built to a (low) cost. It's not too bad passed through to a real router though. Just in case you misunderstood (though I doubt it), by 'network equipment' I was referring to the huge ongoing CMTS upgrades at the head end, and the laying of new FTTP etc. I'll give Liberty their due, they're investing in the networks again and hopefully things will look a lot better in a few years, especially as DOCSIS3.1 allows for more symmetric up/down speeds.

I imagine the actual UK infrastructure is pretty poor and needs heavy investment.

Although Virgin seem to be snail pace at getting in to new builds on newly established estates.

In my new build estate we were build on the rubble of the old one, but my friends just purchased a 2012 house with no access to virgin media Internet.

I just want to be able to get solid Internet with solid infrastructure with solid kit in the house.
I'm going to buy an AX router and a bunch of AP's in the next house, but the if the superhub 3 is still kicking around then it's still got the chipset issue even in modem mode. Although I assume the current push with AX stuff means a new superhub is due.

Rainmaker · 4 May 2019 at 11:58

Martini1991 said:
Although I assume the current push with AX stuff means a new superhub is due.

God I hope so... and I hope it doesn't go within ten miles of Intel's chipsets, especially not PUMA6.

Edit: It seems Liberty Global have actually designed a new unit in-house, for DOCSIS3.1 and multi-gigabit. The form factor leaves a lot to be desired imo (I'd prefer something easier to stash on a rack), but it's likely the UK will get some variant of this once we catch up to the level of the wider EU network (LG now own cable companies across the US and EU and are bringing them all up to the same standard).

Captain · 4 May 2019 at 17:58

I’ll wait until they have to offer the vivid 500 as a separate package, they aren’t going to get many buying a bundle which will be £140 after 12 months.

Type_R · 4 May 2019 at 23:45

I had retentions call me last week as I cancelled my TV...offered it to me for £1/m more than just the 350 and telephone package. So £80/m...seems like the V.VIP would save me a lot more money...£15/m less on the three contract for starters and can cancel sky! Fortunately still in my 2 week cooling off period so can try and get them to give me the £99/m deal!

Type_R · 5 May 2019 at 13:51

Tried getting through to the ‘specialist VVIP team’ was on hold for an hour at a time twice before being disconnected. Spoke to retentions, told them I would cancel everything from VM...apparently they will call me back with the VVIP offer tomorrow. Not holding me breath.

chroniclard · 5 May 2019 at 13:57

Type_R said:
Tried getting through to the ‘specialist VVIP team’ was on hold for an hour at a time twice before being disconnected. Spoke to retentions, told them I would cancel everything from VM...apparently they will call me back with the VVIP offer tomorrow. Not holding me breath.

Let us know if you get the 99/m package.

Currently paying 88 on "mates rates" so extra tenner for the other bits would do me.

MartinPrince · 5 May 2019 at 14:02

Clov!s said:
I’ll wait until they have to offer the vivid 500 as a separate package, they aren’t going to get many buying a bundle which will be £140 after 12 months.

Is it only a 12 month contract or 18? My VirginMedia is 12 but Sky have dragged me kicking and screaming into an 18 month one.