I've been having ongoing issues with slow internet speeds

[melissa59zebrow]

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?

[Tom_W1]

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