Forum Discussion

DogGod1989's avatar
DogGod1989
On our wavelength
2 months ago
Solved

2gig option dissappeared

Hi, not sure if this the right section, but my contract is up next month. Last week I checked a few times over the week the packages available using my postcode/house number and the 2gig full fibre fttp option was there for something like £65 monthly with an option for an extra £5 or so to boost upload speeds, it was there every time I checked.

I checked again today and that option has dissapeared. Could a rep please find out for me if this option is available, I want to know as if it's not I'll move over to another provider. Thank you

Postcode is ST90DH

  • DogGod1989's avatar
    DogGod1989
    2 months ago

    Just an update although kind of knew already as above:

    Tested all addresses along my road on the online checker, and spoke to them all. Only those currently without virgin can get gig2. Those with virgin, are not allowed to upgrade. Not sure where the logic is in that. Personally I have given notice to end my contract when it's due in 4 days, and having a new package with BT/EE. Download speed is not as fast, but ping will be. And when openreach expand to my area, I'll sign up for full fibre with them. Had an email from Virgin saying sorry you're switching to EE/BT, give us a call to discuss our options. If they offer me full fibre gig2, like both neighbours either side of me can get, then I'll cancel the switch! If not, then Virgin will lose ~£100 monthly and have a permanently dead coax line in my garden.

    Also had a Virgin engineer out today to replace a tv box. He also confirmed that Virgin won't upgrade current gig1 customers as they are already occupying an old line and paying as much money without needing to lay a new line. So if yoh really want gig2, just leave and sign up again in some months or go with another company.

    Nice way to lose customers Virgin Media, been with you since you were NTL!

22 Replies

  • DogGod1989's avatar
    DogGod1989
    On our wavelength
    2 months ago

    As above the main broadband deal page where you can choose a package and put your postcode in no longer shows gig2, instead now max gig1 (it showed gig2 last week)

    Yet if I follow a link from a comparison site it send me to a specific virgin gig2 page, put my address in and says it's available and let's me book an engineer???

     

    Mod Edit: Personal information removed. Please do not post personal/private information on the public forum

     

    • Cardiffman282's avatar
      Cardiffman282
      Community elder
      2 months ago

      That's aimed at new customers. You need to log in as an existing customer to see your available upgrades. 

      As an aside my postcode recently said Gig2 FTTP was now available to new customers a few weeks ago but this has now gone back down to Gig1. 

      Also it's best not to share your full address. 

      • DogGod1989's avatar
        DogGod1989
        On our wavelength
        2 months ago

        Cheers, so if I left and signed back up days later I could get it? Seems weird but I could try, or just try book this engineer and see what happens. Not sure what would happen if I booked it now as I still have couple weeks left on my old contract/account.

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      2 months ago

      Hi DogGod1989 👋.

      Thanks for reaching out to us and welcome to the Community Forums, the image that does show that we are expanding our network in your area, but as there are still ongoing changes and not all services are available, we would advise that you speak to our Sales team 📞0800 183 1234 for specifics relating to your address. 

      • DogGod1989's avatar
        DogGod1989
        On our wavelength
        2 months ago

        Hi, ok I'll try them then, what would happen if I booked an engineer as in the image though?

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Does this mean that you already have a connection over COAX where the max is 1 Gbps ?

    • DogGod1989's avatar
      DogGod1989
      On our wavelength
      2 months ago

      Hi, yeah I have gig1 atm. Had a virgin line for years, back when it was NTL. But I wanted to try gig2 full fibre. Openreach has not bought full fibre to my area yet.

      • DogGod1989's avatar
        DogGod1989
        On our wavelength
        2 months ago

        The only reason I was gonna switch was for lower gaming ping, but wanted to try gig2 first.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    If you cancel and re-apply it is most likely the coax connection will be used again as it is known to be there & known to work.   Are you looking for a 3+ month gap to become a new customer again !

    • DogGod1989's avatar
      DogGod1989
      On our wavelength
      2 months ago

      I'll speak to them on the phone and see what they say, as if gig2 is available, I can't see why they shouldn't be able to sell me that service, plus I'd be paying them more money than if I just stayed on gig1. I wouldn't mind waiting I guess I could see what other broadband is around in the meantime maybe on a shorter contract. It's really daft, in effect I know you shouldn't but I could pull the "A" off my next door neighbours sign with her permission and put it on mine then I could get it, as our house numbers are the same. 😂

  • DogGod1989's avatar
    DogGod1989
    On our wavelength
    2 months ago

    Just an update although kind of knew already as above:

    Tested all addresses along my road on the online checker, and spoke to them all. Only those currently without virgin can get gig2. Those with virgin, are not allowed to upgrade. Not sure where the logic is in that. Personally I have given notice to end my contract when it's due in 4 days, and having a new package with BT/EE. Download speed is not as fast, but ping will be. And when openreach expand to my area, I'll sign up for full fibre with them. Had an email from Virgin saying sorry you're switching to EE/BT, give us a call to discuss our options. If they offer me full fibre gig2, like both neighbours either side of me can get, then I'll cancel the switch! If not, then Virgin will lose ~£100 monthly and have a permanently dead coax line in my garden.

    Also had a Virgin engineer out today to replace a tv box. He also confirmed that Virgin won't upgrade current gig1 customers as they are already occupying an old line and paying as much money without needing to lay a new line. So if yoh really want gig2, just leave and sign up again in some months or go with another company.

    Nice way to lose customers Virgin Media, been with you since you were NTL!

  • unisoft's avatar
    unisoft
    Super solver
    2 months ago

    At the moment there is an issue with VM systems integrating and talking to each other. Addresses that have capability for new full fibre cannot be offered it, if that address has EVER had VM services before by coax. It will change in the future when systems are sorted (as they lose customers that will pile pressure).

    The engineer was right, if people already had GIG1 on coax, management "decisions" probably see it as fast enough and the customer will just wait out until availability of GIG2 and its money coming in and saves expenditure RIGHT NOW in areas where an overhead line needs connecting up, if not cabled at street level to a Toby box.

    • DogGod1989's avatar
      DogGod1989
      On our wavelength
      2 months ago

      Thanks, I still don't understand any physical barriers though because both next door houses (pretty close maybe 3meters between us) can both get it) so if they can lay one for next door they could lay one for me. But I get about them thinking 1gig is fast enough and yeah maybe they will have to review that decision when enough people leave. And when people leave it will tend to be for a good while if on another contract. And if/when openreach upgrade the area to full fibre theres more chance i'll never even need to look at virgin 2gig in the future. It's a weird way to potentially lose customers forever.

  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    Another thing to consider for a 2Gbps VM service ...

    ... Modem mode does not exist on the XGS-PON service with a Hub 5x.

    This limitation is important to understand if your have your own router 
    or might like to use one in the future.