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melissa59zebrow's avatar
melissa59zebrow
Joining in
10 months ago

I've been having ongoing issues with slow internet speeds

Hello,

My broadband contract with Virgin ended in August 2024, and I've been paying the premium on a rolling contract since then. Recently, I've been having ongoing issues with slow internet speeds (usually under 10 Mbps), making it nearly impossible to enjoy streaming services like Netflix.

I tried updating my contract online to upgrade my speed and remove the landline (which we don't use) but ran into endless problems. The website wouldn't allow me to make changes, I was locked out for over an hour due to forgotten details, and I’ve spent hours on web chats and WhatsApp with no resolution. To top it off, I’ve received a pre-contract agreement for a landline package I never asked for.

Has anyone gone through a similar experience with Virgin? Any advice on how to get this resolved or how to escalate the issue effectively?

1 Reply

  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    10 months ago

    Hi melissa59zebrow thanks for your post although we're sorry to hear of the concerns you've raised here.

    Usually, it's not possible to remove a certain type of bundle online so this may be why you're experiencing issues doing this.

    Also removing an aspect of your bundle doesn't always mean a cheaper bundle as discounts can mean having more, can result in a cheaper package.

    We can look into this for you though so please expect a PM from me to arrive shortly and respond directly when you can!

    Many thanks