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On our wavelength


The upload speed goes to 0.01 during peak hours between 17:00 to 23:00pm which means I can't use my internet. I work a 9-5 job and when I actually need to use the internet is it unusable. Streaming and online videos are impossible to watch as it is constantly buffering. Pages barely load and I can barely do anything. 

upload speed.png

Correct me if im wrong but arent I entitled to receive my full money back for your terrible service each month since you haven't delivered the product that you promised when we signed a contract.

In addition, you have the cheek to charge £62 for a service like this and also increase the bill every 3 months by a couple of quid? Incredible.

Lastly, funnily enough, if you run through my post and forum history, this same problem has occurred in my area for the past 10 years. (WN6 Wigan, Rose avenue)

I'm at a point where I've given up and will be switching companies, getting my money back. Dont think Virgin cares about their customers since theyre a whale running a monopoly screwing their customers over for a quick buck... Whats new...? Eh..


Forum Team
Forum Team

Hi StaaN,

Thanks for your post and I'm sorry to hear about the issues you have been having with your broadband. I'm happy to take a look in to things but I've been unable to locate you on our systems using your forum credentials. I will need to confirm some information with you in order for me to proceed with checks. 

In terms of any money back guarantee, we don't have one of these. We do have a minimum download speed guarantee for when connecting through an ethernet cable and you can view more on this here. This works by if the actual download speed provided from our network to your Virgin Media Hub falls below the Minimum Guaranteed Download Speed, and this happens for 3 consecutive days or more (whether continuously or intermittently during each day), and we are unable to fix the problem within 30 days of you reporting the problem to us, you may have the right to end your agreement without paying an Early Disconnection Fee. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.


Forum Team

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