Anyone knows how to contact Virgin (NOT web bot chat)?
I am an existing customer, and wanted to switch from WiFi to optic fibre. I filled the form, set up another direct debit, got email from them about installation date (31 July) and Contract information Sheet. It is now 05 Aug and nothing happened.
Can anyone help please?
The only other method is to wait here a couple of days for a VM Mod to pick this up and discuss with you.
However, it is unclear exactly what you are seeking to do? What is a "Wifi to Fibre Optic" switch exactly?
It is simple- I am on WiFi Internet connection and want to switch to optic fibre connection. I don't know what else is involved as I have never received any further information.
It's not 'simple' as what you are describing doesn't make sense.
Wi-Fi is how your devices connect to the provided hardware from the ISP, not a type of broadband connection that VM supplies.
I agree this is confusing because Wi-Fi is from the Hub / Router and is used inside the home by mobiles, laptops, fire tv sticks etc.
Fibre optic cable or Coaxial cables are the method of connection used to the outside of your house and to the local street cabinet.
Unfortunately you description is a bit woolly. Do you mean your are on a VM coax broadband connection and wish to change to fibre? If so, I have not seen any existing area users being changed over. Locations that have the availability of both coax and fibre connections are at present only offering fibre to new customers.
Please note: it’s a broadband connection to your home, WiFi is what you use on your device, it’s not the connection. I know it may seem pedantic, but it can cause a lot of confusion and loose you time while it’s sorted out.
You said you "filled the form". What form is this?
If you are currently a VM broadband customer and wanting to switch to the Full Fibre network then you will be on VM's older DOCSIS (Fibre) network which uses coaxial copper cables. The incoming VM coaxial cable carries both the linear broadcast TV channels & the DOCSIS internet. You can receive broadband speeds up to 1Gbps on this network. VM won't allow existing customers to upgrade to the Full Fibre network from the DOCSIS network at present.
Full Fibre (XGS-PON) is fibre to the premises and is VM's newest network currently offering speeds up to 2Gbps symmetrically and will be capable of 10Gbps symmetric speeds in the future.
If and when it does become available to existing VM customers then they need to be aware that the full fibre to the premises network uses VM's latest router, the hub5x, which isn't compatable with the older DOCSIS network and it doesn't have modem mode. There is also no landline service on the full fibre network. On the new network the TV service (if taken) is carried over the internet so there is no recording facility either.
You say that, 'I filled the form, set up another direct debit, got email from them about installation date (31 July) and Contract information Sheet. It is now 05 Aug and nothing happened.'
If that's the case then it seems likely that the new order has been cancelled for the above reasons.
I suggest that you could try calling the pre-installs team on 0800 052 1734 and ask them what's happening. They are open 8:00am to 9:00pm Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday
Hello,
Thank you for your reply and apologies for not answering earlier but I was away on holiday.
What happened was: I was so fed up with having unstable internet connection- many times when I tried to access the Internet I got the message “ Limited” (connection) and it is still happening even now.
I am a freelancer working from home so a reliable internet connection is absolutely crucial for me.
So when the monthly bill from Virgin arrived, I managed to log in to my account ( this itself was a success, as I tried some other times to access my account but could not do it for some reason. I think many people reported this problem as well).
And on my feed there was this offer “M125 Fibre broadband – Hybrid fibre connection), the price of this service was twice as less that what I am paying now.
I clicked on the box, there was some more information to be added – or rather confirmed - as I am already existing customer.
In a few minutes I received three emails:
And then nothing happened and I am still waiting...:))
You mentioned in your comment that the order had been cancelled because the service was not available in my area- but then why did they advertise it on my account and allowed me to apply for it and generated all these emails etc. ??
Surely before I applied for it, there should be information that this service is not available in my area?
Before going away, I sent them a letter with copies of all the documents above. No reply so far.
On the other hand, I did not realise that you cannot have a telephone line on full fibre service ( although it supposed to be hybrid fibre connection...). Also, if it is connected by a cable – does it mean that you can have only one computer at home connected to it, as opposed to Wi-Fi broadband I have now that other people can use with other laptops?
Anyway, we see what happens (if anything), but perhaps I could explore other options with other service providers ( as Virgin Customer Service is so bad).
I saw a big metal box at the end of the road that says “Community Optic Fibre”- perhaps worth exploring further...
"M125 Fibre broadband – Hybrid fibre connection" - so legacy network and not full fibre. You existing hub, so long as it's a hub 3 or later, will be suitable. And you can most certainly get a phone line (now VoIP for most). I'm sure a forum team member can sort this out.
At this time Docsis is better then Full Fibre
Why?
Your on Docsis (COAX cable to router) from what you said, so don't worry. You can't use your own router on VM's full fibre (FTTP all the way into the house) as VM's supplied HUB 5x router doesn't have this mode where you connect your own router to it as a bridge to their network. This is what legacy1 was likely inferring to.
On the older Docsis network (known as HFC; Hybrid Fibre Connection) which is still the majority of VM's network, the HUB5 router does support modem mode, so you can use your own router with a double NAT situation. As you are on M125, you probably didn't get a HUB5, and received an older HUB3 for that speed tier. The HUB5 has WiFi6 AX and the Hub3 has WiFi 5 AC (i.e does not support latest WIFI speeds). If you intend to use modern tablets and phones with WIFI6 then you will operate at the slower older WIFI5 speeds with a HUB3 acting in router mode (default). If you use modem mode and use your own router, then WIFI will be dependent on what your own router is specified to support.
Community Fibre is full fibre to the house connection and offers same download and upload speeds, and is usually very price competitive, if just broadband only is required. Their supplied router supports at least WIFI6 AX speeds regardless of speed tier chosen.
Forum TeamHi ZofiaMaria 👋.
Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you have been facing with your account. So that we can get further clarity and assist you on this we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
Thanks.
Sabrina
