04-08-2009 18:50 - edited 30-03-2011 12:23
Welcome to Virgin Media’s Help & Support forum! If you’re looking for somewhere to talk to other Virgin Media customers about products, services, tips and info, you’ve come to the right place.
Our Help & Support forum is for our community of users to help each other out. There are some Virgin Media staff who are part of the community and who will try and help but if you’ve got a problem with one of our services and want to talk it through directly or the problem is urgent, have a look at our contacts page and get in touch.
If you’re new to the forum, take a look at our guidelines and tips below. If you have any more questions once you’ve got started, just post it in the feedback forum or send one of our moderators a private message. They’ll be happy to help!
Our tips for keeping everything friendly and helpful on the forum
Look before you leap
If you’re looking for the answer to particular question, there’s a pretty good chance that someone’s asked it before. Try searching the forum with some keywords and then, if you can’t find the answer, get posting.
Give a little respect
It’s really important to us that our Help & Support forum is a friendly place to go when you need answers, so please make sure you treat everyone well. That means no personal attacks or harassing (also known as “flaming”) any of our forum users.
Keep it specific
Try to give as much information as you can in your post. That’ll help other users understand your problem or solution better and you could get points for giving a really helpful post.
Stick to the topic
This forum’s all about helping each other with Virgin Media products, so it’s not a place to discuss personal matters, criticise other companies or products, or post things that don’t help other users.
Remember that most of the content posted on here is by other customers and, even though there’s plenty of good advice here, some of it might not be right for your situation – some of it might even be just plain wrong! That’s why it’s important to use your best judgement before you follow advice from another forum user.
Say thank you
If you’ve had a helpful answer from someone, give them a big thank-you by clicking on this button which gives them points for a great answer. We call this Kudos. This also helps other users find great answers in the future.
A few tips to help you dodge any pitfalls
Spare us the details
It’s really important to keep any personal details (like account numbers, passwords or email addresses) to yourself on the forum. If you need to contact another user, use the forum’s private message function. Please don’t post copies of one to one conversations or correspondence without the author and recipient’s permission. Also, please don't post direct phone numbers or email addresses for Virgin Media members of staff.
No spam, please
Our Help & Support forum is all about customers helping each other out, rather than promoting anything. Please don’t post any advertising, spam, junk mail, chain letters or any other kind of solicitation. Also please don't post any 3rd party petitions, polls or links to the same.
Keep it clean
Any posts that are obscene, unlawful, libellous, defamatory, pornographic, indecent, lewd, harassing, threatening, harmful, invasive of privacy, abusive, inflammatory or otherwise objectionable, or injurious to third parties are not allowed on the forums. Our moderators will delete these posts or edit them immediately.
Please don’t post anything that could damage a user’s equipment. That includes suggestions, advice and links to websites that contain viruses or other harmful codes. We’re all here to help each other!
Leave it to the mods
If you spot a post that goes against the rules, don’t respond to it. Just click the “Flag for a Moderator” link on the post and our team of moderators will get on the case.
Don't interfere with the forum
Please don't interfere with or disrupt the workings of the forum. Also please don't try and game the kudos system, don't create multiple forum ID's or try and manipulate it in other ways. Finally don't ask people for kudos, it's not cool.
And a few other things…
About our moderators
We reserve the right to delete any content on the forum that has broken our forum guidelines or is otherwise illegal, harmful, or inaccurate. We also reserve the right to limit access to the forum by temporarily or permanently banning a user from it. Please don't discuss forum bans or other moderator actions on the forum. If you need to discuss moderator actions on one of your posts please use the private message system.
Ask your mum
You need to be at least 16 years old to use the Help & Support forum and, if you’re between 16 and 18, you’ll need your parent or guardian’s permission.