Looking for insight into Virgin Media service and customer support.

Hi deckhanddave

As per a forum such as this, the majority of views will be  detrimental to VM, people usually only post when they have issues, and not to praise.

For my part I've had very few problems with only two partial broadband outages in over 10 years, and one faulty TV STB which was replaced the next day,

I migrated from the tivo V6 box to the TV360 box which runs Liberty Global (VM's owners) inhouse Horizon operating system.  The 360 doesn't have all the bells and whistles of the Tivo/V6 (which are copyright protected by tivo) however I never used most of them so don't miss them, so unlike a number of users on the forums I'm happy with the switch to 360.

I notice you were part of the trial TalkTalk UFO with York council.  Some areas of York are now on VM's XGS-PON (FTP or Full Fibre) network.

Do you see the 'Full Fibre ' heading with speeds up to 2Gig when you enter your postcode on VM's site? (screenshot below)  The reason I'm asking is that if you are now in the Full Fibre area then you will receive a hub5x which currently doesn't have modem mode, there's currently no landline with Full Fibre connections, and the TV box(es) would be Stream boxes which are IP based and thus have no recording facilities.

EDIT - I see you asked this same question (after 2 years away) on  23.05.2022 <here> 

Is the Broadband service reliable now? (I am looking at 1GB+Mega Volt package)

I have a 1G service and have never had any problems, had broadband since days of Cable London.

Is the customer service and support still as bad or much better now?

Never had any problems, so have not used it. There is a lot of help for users on this board. All customers service that I have used with the exception of American Express Platinum Line have been very bad, seems to be the way nowadays.

Do people still end up having to reboot their router on a daily basis?

Never ever had to reboot my hub for a problem. Always run in modem mode.

Is the TV service still as good as when they were on Tivo box? (it's the one thing I have missed). Sky just isn't the same or as good.

I have a V6 box and am very satisfied with it.

What is the minimun service level at which you can part ways with Virgin due to their poor service?

This is not specified in the T&C as it’s a residential service with no SLA, as most home broadband packages are.

I had VM for many years and like most of the "power" users here, only ever used modem mode.  It was very reliable, but not quite as reliable as my other BT connection, but only just.  I never needed to reboot the Hub unless it was for my own network changes.  As noted, there is no SLA on Residential contracts, so no simple get out clause for outages etc. in that respect.  Just be aware of the price hikes once the "new" customer price discounts vanish after the 18 month contract is up.

As for Customer service, I can't remember the last time I phoned VM, but being long time on this Forum, I'd say it's gone downhill like most other Companies CS.  If I had any minor issues, I would use these Forums as the staff here are very good.

As for the TV side, I've no idea. Don't use any ISP supplied kit for TV, there is life outside the front door  😉

+1 for the sentiments express so far.

VM telephone CS is of use only for the (very rare) loss of service scenarios, for anything else not time-critical this forum is so much better. Being a support board, most of the posts will be from disgruntled users - people tend not to post saying "my service is great, thankyou".

I use a V6, and am extremely happy with it - although new users don't get the choice and have to take the alternative TV360 platform.

And yes, I also use VM's hub for the broadband side but run it in modem mode with my own router. Again, I can't recall when I last had to reboot the hub for a VM issue.