on 07-12-2021 20:16
Had more than 3 months of poor slow speeds and scores of dropouts per day. Finally called and an engineer visited. Checked all connections. And failed to rectify the problem. Many calls later to “call centre no” and no luck. No offers of help or compensation.
My contract ended 2 months ago. Which includes tv and phone. TV I haven’t watched in 7 months. I also have Sky tv.
maybe it’s time to leave Virgin.
Answered! Go to Answer
on 03-01-2022 08:38
Hi MAGHA,
Thanks for coming back to via private message to confirm your information. I have noted on the visit that the cabinet should be checked too.
I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here: My VM. Once logged in, scroll down to Orders & appointments then click on View your orders. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you another message to pass data protection and then confirm the appointment details.
Just to confirm, there will be no charge for this visit unless:
The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. If you do miss the appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment so it is important to reschedule if needed.
Lets us know how the appointment goes.
Take care.
on 08-12-2021 15:32
on 10-12-2021 16:20
Thanks for your post and for reaching out to the Community Forums, MAGHA,
Sorry to hear that you have been experiencing broadband issues. Are you able to confirm if this was happening on wired or wireless connections? What did the technician advise on the visit, regarding the problem?
Regarding the ending of your contract you are welcome to speak with our retentions team regarding newer offers.
Cheers,
Corey C
on 11-12-2021 11:14
on 11-12-2021 11:16
Hi. The engineer could not find any faults.
I have sky because virgin doesn’t give me the Asian channels I want.
on 11-12-2021 11:19
Who uses an Ethernet? Able when working from home or for leisure. I use WiFi.
the last time I had issues the engineer fiddled with the main box in the street and adjusted my settings. All good. This engineer couldn’t even locate my cables and confused the sky ones for my virgin ones.
why would I want to negotiate a new deal. The service I am getting is very poor.
on 11-12-2021 12:34
I use Ethernet for everything I can. WiFi only for portable devices.
If VM is so bad why don’t you vote with your feet and leave?
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on 12-12-2021 10:27
That’s for me to decide and it’s not that easy. But thanks for your awesome insight.
on 20-12-2021 16:23
Hello. Anybody from Virgin want to take up and deal with my problem?
Your Twitter account asked me to post here. And so far nothing from you.
on 20-12-2021 16:56
@MAGHA wrote:Hello. Anybody from Virgin want to take up and deal with my problem?
It would seem not, and actually we still don't know what the problem is.
Have you tried connecting something to the Hub via ethernet and seeing if that has the same issue (if necessary get yourself a cheap gigabit capable USB-C ethernet adapter for your Macbook)? If the same thing happens on a hard wired connection then it's likely to be a connectivity issue and we'll then ask you to get and post up the stats from the hub to see if they reveal anything, otherwise it's a wifi issue and that's a whole different ballgame.