Appalling customer service

[vmuser104]

Virgin Media is supposed to be a top broadband provider but all I can say is I’ve never experienced such inconsistent Wifi signal and terrible customer service.

Firstly, it takes at least an hour to get through to any form of customer service agent, what a waste of time. I have broadband issues at least three times a month and they never offer any compensation. I have had to use my mobile data on multiple occasions for work and they refuse to reimburse me. Second, they do not value loyal customers as the best offers are only saved for new members. 

I can’t wait to leave after my contract is up. Will be advising friends and family to NEVER get Virgin Media.

[carl_pearce]

You are preaching to the choir, and in the wrong section of the community.

[dextrious5]

Fully understand.

Come June 19th I'm of.

[jbrennand]

Lets see if we on here can sort you out...

Re getting through, try this...

There are a few options. Firstly call it in on the “faults” line - on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Use option 2 (faults), dont press any other buttons when offered and you should be in the queue for the next agent.

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue.

Try now, but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly at busy/closed times you may get redirected to offshore - hence calling early is best.

You can text VM on 0753 305 1809 include account name/number and what the issue is, there is also a “Chat” option on their website - but note that replies usually take longer. Or you can speak to the team on WhatsApp by logging into your online account via a mobile handset and there will be a link to speak to VM by Whats App (the number is 0730 532 71120 ) - you can use the same number for their other social media platforms too (TwitX/Fbook. etc) - so try them all.

FINALLY… A VM person will pick this up on here and respond, but it can take a few days for them to get here.

Then.....  See this

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Firstly... Can we check… are your issues only evident on wifi connections or do you see them at the same times on devices connected on ethernet cables? If you don't know, can you check on one to help diagnose whether it is just a wifi issue or it could be network connection/Hub related?
What Hub model is it? What are the various Hub lights showing/doing when this happens if a Hub3 is the base light a steady white(ish) or flashing green?

If it is stable on an ethernet connection then its likely to be just a wifi only issue - in which case see this...

To address the wifi issues, VM now supply “wifi Pods” (no longer doing cheap and cheerless and poor value “boosters”). However, their Pods are only free to customers on the 1GB, Volt (or old Ultimate Oomph) packages - is that you? If so they are worth trying - they should work for you. VM Wifi is now “guaranteed” to 30 Mbps/room it’s now called… Wifi Max
See if anything in here helps….

https://www.virginmedia.com/wifi-max

You call 0800 064 3850 to order the first one after scanning for blackspots using the connect App.- or just wait here for a VM person to respond in a day or two and they will sort the first one for you. If you do call dont get fobbed off by the offshore CS agents' saying you aren’t eligible - if you are - it is clearly stated on the webpage.

If not free to you… you will be charged £8/month for up to 3 pods. It’s a simple solution and should work for you. However, you would soon pay off that cost by buying your own wireless solution that will be yours to own and use forever, although the VM Pods should be a simpler option.

If you do want to invest in better equipment, you would need to get either a… (1) Mesh System, (2) Wireless router, (3) Wireless access point(s), (4) a pair of good quality Wifi Powerline Adaptors, or a combination of (2&3).

£40-100 (that’s ~4->12 months of Max Pod rental) should sort it for most customers with an average property and usage. Spend more for additional advanced“features” - if required.

[vmuser104]

where should I post it?

[Sephiroth]

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@vmuser104 wrote:

where should I post it?

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Where the sun don't shine!  Seriously, though, this is as good a place as any as it's the most read section of the Forum.  Some bright spark might move the thread but seeing as nothing will improve in the short term, it doesn't matter.

My street in Wokingham can only get better than 80 Mbps through VM.  But CityFibre are working their way through the area and the crunch for VM will come when CityFibre's FTTP is ready for service.

As it happens, my locality has a very reliable VM service so it will be an opportunity to squeeze VM on price once the alternative is up and running.  That day will come for VM when the reality of competition strikes.  It is even possible then that they'll have to up their customer service game if they want to retain their customers.