I signed up as a new customer to VM at the end of September. At the time there was a special offer on the Big oomph bundle to get M200 speeds for the price of M100. I wasn't able to sign up online so I rang up and ordered it over the phone (offer was still on at this point).
Two days later I got a call from a guy at Virgin telling me they hadn't run fibre to my house and I couldn't get it. I emailed him some pictures of the fibre point outside my house and he then put the order in for me (offer had finished now). He said he could see I'd registered my interest when the offer was on and promised to get it sorted if the speed was M100.
I had it installed at the end of October and sure enough the speed is M100. The guy from Virgin said he would get it sorted asap and that's all I've heard. I've emailed him since with no reply, I've lodged a complaint on the VM website, 9 days later and no reply, I've tried ringing customer services and I'm permanently on hold.
I don't know what else to do. If I'd known VMs customer service was so bad I would have stuck with BT.
Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter.
Hub 2 & 3 When the page appears DO NOT LOG IN but click ‘Check Router Status’.
Hub 4 When the page appears LOG IN then click ‘Check Router Status’.
Copy and paste the contents of the Downstream, Upstream, Configuration and Network Log tabs onto here, if you get a yellow / straw box warning click the Post button again. Use one post for each tab if you wish.
It says M100 on the contract, that's the problem. When I signed up there was a special offer on for M200 for the price of M100 but with the delay from Virgin I've ended up on the wrong contract. Problem is it seems to be impossible to get any support from Virgin.
good luck with that mate, virgin support is useless, just get thru to the cancellation dept, and speak to someone from the uk, thats the only way, just say you want to leave, and that will speed things up
So I'm finding out. To be honest I'm still in the 30 day period so I'm half tempted to go back to BT. Slower download speed but better pings, upload speed and customer service. I certainly won't be recommending Virgin to anyone based on my experience.
The guy that said he'd sort out getting me onto the M200 speed I'd signed up for is now ignoring my emails.