Forum Discussion

MartinJAB's avatar
MartinJAB
Joining in
9 days ago

Has anybody had a worse experience than this....????

Being with Virgin Media from the days it was NTL - so a long long time

finally moving house so put into transfer my services to my new address

no issue in doing so it would seem, no notification of any issues in transferring the services  and date of installation setup - and reminder to bring all my original hardware which of course I did

on day of installation found out things we're not going to go to plan

I was moving from a copper wire network (not the technical name but others on here will know what I mean) to a full fibre situation

therefore can't have cinema Ultra HD, which I had on our old package, both of us have sight deterioration now so only ever watch things in Ultra HD

more significantly would not be able to have a telephone, 

this is a problem for two main reasons - firstly my wife is recovering from a stroke, I have health issues and need to have access to a phone and being a Volt customer we have 02 mobile's - and there is no O2 signal in our home!!!!!

Tried over many days to get these things resolved going through the cancellation teams and despite this have got nowhere - just kept getting new E contracts which indicated a big bump of the price and including upgrade fee in addition to a movers fee - no compensation for losing services the only thing that was promised was the removal of the upgrade fee - how generous, there is only an upgrade fee because due to moving to a full fibre area the old account had to be closed down and starting a new account has been classed as an upgrade

to add insult to injury our stream boxes have stopped working - error message is that there is insufficient power for the stream box too start so plug in with the cable unplugged provided in the box (we were not given any plugs or boxes)

frequent calls to Virgin Media just end in a dead end because I am unable to sign in to Virgin Media because the account number on the E contract given to us is not recognised

so we are stuck with a reduced service and at the moment no TV service at all despite paying for Mega Volt - and no means of sorting this out - virgin technical services and indeed virgin account services aren't interested

we would have gone to sky instead - all the cables and dishes are here in the new abode and the O2 service is rubbish here -  if we had known how poorly we would be treated

has anybody else had such a bad experience????

 

 

 

3 Replies

Sort By
  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 days ago

    The power to the streaming boxes have been noted here before.  The supply via Nexfibre does not allow for the old co-ax TV supply.  As for the phone, any VoIP supplier will work over FTTP and you will not be tied to VM.

  • MartinJAB's avatar
    MartinJAB
    Joining in
    9 days ago

    Thanks @adduxi, appreciate it - don't know about the co ax thing although I am not very technical! - is that why the telephone isn't working did it used to come down the Co axe cable

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      8 days ago

      Hello MartinJAB,

      Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your services and account since moving to your new home.

      This is far from the experience that any of our customers should ever be having from Virgin Media. What is the advice that the team have given you so far about this or have you been able to get any further help since you last posted?

      Kind Regards,

      Steven_L