Recent Content
Disappointing Start - Buffering
I joined Virgin in December and it has not got off to a good start. Despite having over 1Gb data transfer certain sites and pages continually buffer something I have not experienced on my 60Mb BT network. During the course of my investigation I found that whilst my wifi is using the 192.168.0.0/24 dhcp range the ethernet is using 192.168.1.0/24 little wonder I am having problems. On the advice of another contributor I did a pin reset and this returned the ethernet to 192.168.0.0/24. Unfortunately today it has reverted to 192.168.1.0/24 I have tried to contact support but the link freezes. See attached. I don't particularly want to go down the telephone route as I am hearing impaired. Any advice would be appreciated.2 separate VM lines to property
Hi, I previously moved back into my parents property who already have VM. I requested to take my current VM services with me as a separate line at their property so that I can work from home on a dedicated internet connection as the property is quite large. I have been advised by VM customer service that I cannot have two lines to one property, however I have read on many VM forums that it is in fact possible. I ned this rectifying ASAP as I’m paying for my services that I cannot use.Why no other ISPs use VM cabling?
I am conscious of switching to Sky or BT as they of course use open reach older copper connectivity via master socket to houses. As much as I want to leave VM I am aware only they use the fibre optic cables which seem to me more modern and provide better speeds. Why do no other providers use the fibre optic cables or do they? Cheers
Shocking service
I want to complain about the disgusting service I have received from virgin. My fibre was installed and live on 30th December, and five days later the fibre went dead. I have had an engineer visit on 6th who was not able to repair. And now here I am 4 days after the service went dead, and still no repair. Virgin will not even tell me what the status is and timeline for my broadband to be back online. On top of this I emailed virgin complains, and they said I wouldn't be eligible for compensation! When clearly after two working days of full loss of service you receive just under £10 a day. Absolute disgrace.Getting BAD packet loss
In the last couple of weeks I have been suffering from intermittent packet loss. To fix this I have had to reboot the VM Hub to set it back to a usable mode. It happened again this morning .. this time I had ThinkBand BQM in place and the following graph indicates the problem. https://www.thinkbroadband.com/broadband/monitoring/quality/share/3289cb13cab3443ca0efc8c0ee92670a381c3810-06-01-2025 Is there a problem in my area (EH12 8UA) ir does the VM hub need replaced? Nick
No password reset email, no account data
I have received an email saying that my debit order payment has not gone through. I try to log in online and it says my password is incorrect. I try to reset the password but no email arrives. I’ve tried checking the email address but receive a notice that “No user data is found with the given details.” when using the same details that are on the bill. I have tried for hours to receive assistance. I used the AI customer service chatbot and was eventually able to persuade it to help. It asked for my number so a customer service agent could whatsapp me as it was busy. I provided this, and no whatsapp arrived. I replied in the chat that no whatsapp had arrived, and it closed the chat - I didn't close it, the site remained open, the chat just closed. I tried again and it made me wait for a long time to connect me with a customer service agent, who took almost 10 minutes to type a message asking me to confirm I couldn't get into my account. I did this, and was then told they couldn't help with this type of issue. This is absolute farce and the worst customer service I have ever had from any company ever. You are billing me monthly (at an extortionate rate), emailing my bills to me, but your system now claims there is no customer data found for my details and yet if I try to register a new account it tells me I am already registered. Please just send me the email with a password reset link, it really isn't difficult to get a system in place which handles such mundane and everyday requests.
