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No support from Customer services

pvd62b
Tuning in

Had this issue since two days after I accepted the contract. The speed I paid for was the 300+, all I got was ~50 -60. After numerous chats and calls to and fro ove thte last18 months. I complained to the ombudsman who found it favour of VM. The issu they investigated was that VM did not supply the speed I paid for. However the the issue I complained about was that the speed out of the modem was less that i paid for. All i asked was for a replacement for the modem. They did replace it once, but I was not at home to confirm. Still waiting for VM to change my modem and confirm I am getting th epseed I am payin for out of the modem!

Worst Customer service, among all BB providers, and I thought XLN and BT were bad unitl VM.

NEVER AGAIN

4 REPLIES 4

Ashleigh_C
Forum Team
Forum Team

Hi there @pvd62b 

 

Thank you so much for your post and we are so sorry to hear that you have faced this issue regarding your services. 

 

Are these speed issues occurring across wired or WiFi connections? 

pvd62b
Tuning in

HI Ashleigh_C from the forum team, I am assuming you are still there, if not Hi, the Forum Team,

It has been awhile since I looked at the forum , I was not aware that y query had a response.

I looked in to the Forum, now as I have a couple of other issues. As you can see from my account, I have upgraded my package.

THe issues I have ar:

1. The usual, speeds I get are way below the contracted speeds. Instead of GB speed I only get speeds of around 300 to 400 Mb. Seem My speeds are being throttled back. I should like you to lok into thatis for me please.

2. I wish to connect my VOIP phone (Siemens N300A-IP) to my HUB4,  form Hub posts I see there are many with the same issue. Your article (https://www.virginmedia.com/help/landline/switchover) states that I need an    adaptor to connect mt phone. I have never received such an adaptor when the new Hub was sent to me. Can you please send me the adaptor and necessary instruction to connect my VOIP phone to your network, please?

Kind Regards,

Patrick/

PS: Please let me know (email or text) when you have responded

newapollo
Very Insightful Person
Very Insightful Person

@pvd62b wrote:

HI Ashleigh_C from the forum team, I am assuming you are still there, if not Hi, the Forum Team,

It has been awhile since I looked at the forum , I was not aware that y query had a response.

I looked in to the Forum, now as I have a couple of other issues. As you can see from my account, I have upgraded my package.

THe issues I have ar:

1. The usual, speeds I get are way below the contracted speeds. Instead of GB speed I only get speeds of around 300 to 400 Mb. Seem My speeds are being throttled back. I should like you to lok into thatis for me please.

Are the speeds you are reporting as being low from a wifi or wired connection?  What speeds are showing to your hub and to a wired device using https://samknows.com/realspeed/ 

You should follow the instructions provided in < this post>  and create a new thread and post your internet stats in the /Networking-and-WiFi/  to receive broadband help. ( Agreater deal of help and  support from knowledgable staff and members is available in the broadband forums, rather than via account issues which is where you have currently posted)

2. I wish to connect my VOIP phone (Siemens N300A-IP) to my HUB4,  form Hub posts I see there are many with the same issue. Your article (https://www.virginmedia.com/help/landline/switchover) states that I need an    adaptor to connect mt phone. I have never received such an adaptor when the new Hub was sent to me. Can you please send me the adaptor and necessary instruction to connect my VOIP phone to your network, please?

Virgin, along with a number of other ISP's have paused the phone switchover for now.

https://www.gov.uk/public-switched-telephone-network-charter 

Kind Regards,

Patrick/

PS: Please let me know (email or text) when you have responded

You should receive an automated email directly from the forum when anyone responds to your thread unless you have amended your forum profile to opt out

Dave
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Hi @pvd62b,

Thank you for your post and welcome back to our community forums. We're here to help.

I'm very sorry to hear of your current issues. It looks like @newapollo has very kindly offered some advice and tips on the points that you've raised. Have these helped at all? Please do let us know and we can proceed from there with this.

Thanks,

 


Zach - Forum Team
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