Recent Content
Locked out of account again
My wife's VM account (I am the main email) was fine but Friday evening when she tried to log in she received the message, 'email and/or password is incorrect'. This is false. She has not been able to access her emails on PC or phone. If she changes her password she won't be able to access her email?! This happened to her a few years ago and I was directed to create a 2nd email to solve this. Fyi we are Virgin.net a/c but we are VM broadband. Please help as she is getting frustrated.
Change of primary account holder following death - update needed
Hi, my mother - who was the primary account holder- died recently and so I submitted the appropriate account transfer form to the Bereavement team - creating call ID (KMM133627682V99302L0KM) and received an email back quite quickly saying that my request had been actioned. My equipment/ services went off and back on again quickly as they said they would and I’ve had an email confirming the set up of a new direct debit using my details, however I still have some problems which are as follows: The direct debit email went to my late mother’s email address and not to mine - I wouldn’t have seen it if I hadn’t happened to check her email for something else. Please can all emails come to my ntlworld address. The email server is now not communicating with my ntlworld email address- I’m not able to send or more importantly receive emails which I really need to be able to do at this time. When I log on to My Virgin media online or in the app it still says I am a secondary account holder and so I cannot see bills, direct debit details or everything that a primary account holder should see. Can someone please take a look at my call and let me know what is going on with the account transfer and sort out the above issues as soon and as smoothly as possible as I really do not need this confused situation at this upsetting time. Thank you.I need a new hub
After a recent thunderstorm, I realised that all but one of the ethernet sockets on my Hub 3 are not working. I've restarted the Hub several times and reset it to factory settings after a full power down and restart. I've switched my desktop PC (which is ethernet connected) from socket to socket and I only get a network connection on one socket. WiFi seems ok. I am tech savvy enough to fit a new Hub if I could get sent one. Can one of the forum staff help? Thanks
Very old router replacement
My son has moved into a private student house that has Virgin. The WiFi is poor in his room. The modem/router is a Cisco DPC3925. Looks like these are ancient. I'm assuming that Virgin will upgrade this for free if the landlord contacts them? I'm a virgin customer my own upgrades were due to equipment trials or dead kit!Moving between recordings on screen
My main V360 box has just developed a strange issue. When on the Recordings screen I’m unable to scroll up or down when wanting to choose recording to watch. The Up/Down function works fine on any other screen that requires that type of navigation, so why is it “stuck” on the Recordings screen? Generally the remote works for all other functions. Programmes are showing as recording OK, just a pain that I can’t watch them!! Any ideas folks? Reboot box? Contact customer service? Or any other bright idea accepted.LOL
£787 cancellation fee
Hi, I was trying to cancel my contract today, I was out of contract for a couple months but renewed it last month on the 15, so 20 days ago. My new contract isn't even charged on my bill yet, my most recent on shows the out of contract one was was about £80ish and I was under the impression that I can cancel within 30 days without being charged a cancellation fee only to find out today that it's 14 days, not 30. So now that i'm 6 days late, I have to pay £787 to cancel? That's an insnae price for 6 days off. Apart from a period when I was with TalkTalk, terrible service, I've been with virgin media for years. I recently lost my job and that's why I wanted to cancel, find a deal that's the same for lower price and I did but there's no way i can afford £787 when i'm struggling with my current virgin media bill. Is there something I can do to lower the fee or cancel it? It's 6 days after the cool off period. Thank you, BokiChange mobile number
Hi I need to change my mobile number as the last digit is incorrect. I’m not sure why as autofill is correct and I wouldn’t have put the digit it has at the end regardless. I also only got my broadband installed on Thursday and I’m already having an engineer out to sort it out as the broadband does not work even going through the online checks. I need your mobile number updated before the engineer comes on Wednesday.
Pixellated Channels
I have been a Virgin customer since it was Eurobell, having signed up in 1999, but when my current contract expires next month, I am considering moving to a different supplier. The reason? So many of the TV channels my wife likes to watch are so pixellated in the evenings that they are unwatchable. And we're not talking obscure edge case channels here: BBC 1 to 4, ITV 1 to 4, and many other main channels are basically unviewable after about 6 in the evening. It started with BBC1, with the problem starting during the Spotlight local evening news progam each evening, and steadily getting worse. Over the last year or so, it has spread to other channels, and now affects a large portion of our Mega TV package - many channels actually show a "Channel Failed" message. We've called out engineers, and the last one replaced the 360 box, but it hasn't really fixed anything. When we talk to the support line, they tell us their diagnostics shows nothing wrong. I can see that there have been many threads on similar things over the last two years, but none of them seem to end in a positive outcome: can anyone point me out a successful resolution that I can use to resolve the issue, or should I just look for another supplier? I've recently retired, and am now on pensions only, so the prices the alternative suppliers are offering are very tempting - I certainly don't feel I'm getting £90 plus worth of service from Virgin at the moment! John Orange Plymouth, UK