Loyalty

Your post echoes common themes which are being repeated regularly on here in recent times, especially for long-term customers. Some similar topics, suggestions and comments below

Leaving VM after 20 plus years as end of current contract offer was a joke. | Virgin Media Community - 5639729

Why is it so difficult to renew | Virgin Media Community - 5639396

+Old customers prices | Virgin Media Community - 5639407

OK, you see 'loyalty', VM see 'mug', not unlikely to move provider and cancel, so extract the maximum amount we can from them.

Harsh, maybe, but it is the way it works!

.

Good morning Lj711 

Thanks for posting and welcome to the community. 

Sorry to hear of any Internet issues. Is this affecting both wired and wireless devices? The first thing to do is check our service page for any service issues. Pop in the surname of the account holder and the postcode. Any known issues will show. If none listed, sign into it with your online account details and run the fault test on the affected service. 

There are so many things that can influence a Wi-Fi connection some of which include but are not limited to, a fish tank being in the same room, walls being built with concrete instead of brick, it could even be that your next-door neighbour’s router is interfering with yours. Due to this, we are only able to offer limited help. Please have a look here: https://virg.in/wifisos

The Hub's location could also be causing the coverage problem, so we do need to check the positioning of it. Can you please ensure the following

Out in the open
Next to the TV not behind it
Away from large bodies of water (e.g., fish tanks)
Away from baby monitors and cordless phones
Away from microwaves

Think of the Hub as a radio, and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices etc.), the quieter the radio & the poorer the WiFi.

If that doesn't help, if you have the Hub 3 or above, you can download our Connect App which will allow you to scan areas of your home and will offer help.

In relation to the account, as with all providers, we create introductory offers to new customers. At the start of all of our customer’s time with us they will have benefited from such a deal. Once this expires, we'll always do all we can to offer the best existing customer deal available.

We also send out an end of contact notification to all our customers before their contract comes to and end highlighting the new package price and any offers that may be of interest.
We're always happy to review your package and cost to help find one that best suits your needs and budget - this doesn't always mean a downgrade!

Please either call the team on 150 / 0345 454 1111, message the team via Whatsapp on +44780 308 9684 (automated at the start) or check any offers available in your online account that maybe of interest.

Best wishes.