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silentg1971
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Message 1 of 11
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intermittent picture quality TIVO T6, along with poor broadband issues >:(

I will start by saying what services I currently have with Virgin Media.
Full House bundle, 200Mbps Broadband and Talk Weekends phone line.
I already try and save money by having the 12 month line rental saver (expires 26th Oct 2019)

Now I have told you guys what services I have I will continue. Sorry if this is a really long post but I have to explain it all, please bare with me until the end, it gets interesting.

This has been an ongoing issue for at least 6 months now. Picture is often pixilated, screen freezes and sounds stutter. A lot of people seem to be getting this lately.
Have been reporting this issue for months. I have had at least 4 different engineers out to check stuff and 3 out of 4 said the signals are within "their" limits etc but the cables do need changing in my area at some point.

I get quiet periods where it may occur a few days during the week at different times, on different channels especially HD channels but sometimes SD too.

I have contacted Virgin many times and ALWAYS get the offshore folk who do EXACTLY the same thing.
Ask me to reboot Tivo, they "send signals" (apparently) to the box and all according to them, will be fine.
Erm.... NO, it is NOT fine. The intermittent issues are still happening so how can that be fine!!

It got to the point where I am seriously pondering leaving as I have had enough. I do not expect to pay for services and getting inadequate services to boot. Is it really too much to ask for a 100% service if I am paying 100%.

End of my tether now. Called Virgin and opted for retentions, the lady asked what the issues were and why I was thinking of leaving.
After explaining everything that has been happening and nothing appears to have been done about it she put me on hold. Fine I thought, will be put through to someone who can go through the issues and any kind of fix for this or give some explanation as to why this is continuing.
5 minutes on hold later I get the technical department!!! What!!! I did not want the technical department, I have already called them 3 times this week and told the same thing, reboot, signals sent etc and nothing changed.
So asked to be put back through to retentions. The guy was insistent that he wanted help but I did not want that department anyway.
After another 8 minutes on hold I finally got back to where I wanted to be. Retentions.

Lovely Scottish lady, who understood where I was coming from and why I was irate at the whole situation.
Long story a little short(er).
There IS an issue in MY area and the issue is supposed to be fixed by, wait for it.... AUGUST 2019!!!
A whopping 7 months away. Virgin KNOW the issue, they KNOW what they have to do to fix the issue which is to completely change the cabling but this will not be completed until AUGUST 2019.

In the meantime, unless you actually call them they are not telling you this and yet, still charge you the FULL amount for your package, regardless if you are not getting what you pay for. ie, a GOOD quality TV service and at least most of the broadband speeds paid for.

Now, here is where it gets interesting. I called Virgin the second time this week with the same issues as stated above (offshore call centre) and having pointed them towards the issues I am currently facing was told I would get a credit on my account for the 2 days without the service I paid for. 2 days which was the time in between when I called them last.
Upon checking my account, I have a credit of £4.82, so essentially £2.41 per day right. £2.41 + £2.41 = £4.82.

los.png

Remember that figure.
Going back to the retentions call I mentioned earlier in this, the conversation with the lovely Scottish lady.
Once she explained the situation with the issues NOT being completed until AUGUST 2019 I asked what kind of credit would be applied for the lack of total service throughout that 7 month period as I have had no notification that there was going to be anything wrong with my service.
She quoted me, £42 for the broadband issues and another £42.60 for the TV service being pants.
Basically, put up or shut up was the gist of it. She could NOT do anything else with my situation.
Now forgive me I am wrong but £84.60 over 7 months ( even at 30 days per month) this means Virgin are compensating me a sum of roughly 40p per day for the loss of service I am actually paying for. A far cry from the £2.41 per day that I have already been compensated for for the 2 days partial loss of service. Ok, I don't expect to pay nothing for the service but a measly 40p per day credit is an INSULT as far as I am concerned.
At this point I was absolutely BUBBLING HERE, I could have taken Tyson Fury out.
Having asked about cancelling my contract as they are in breach of this I was told they would waiver the exit fees but I would NOT get any sort of refund on the 12 month phone line rental which is paid up to 26th October 2019. Then was told, well you can cancel the TV and broadband and just keep the phone line until the line rental expires. What the actual!!!
I ONLY use the phone line to call Virgin with issues on THEIR services

On checking the service status thing there is 1 TV issue listed and that is for "TV Go-You might find you are unable to view Sky Movies via PC using Windows 10".
No mention of flaky TV signals or erratic broadband speeds. Both show No known issues. Definitely NO signs of any work being completed by AUGUST 2019 😠

Opera Snapshot_2019-01-30_033137_my.virginmedia.com.png

So come on Virgin, how on earth can you justify that???

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silentg1971
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Message 2 of 11
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Re: intermittent picture quality TIVO T6, along with poor broadband issues >:(

It appears that teh pixelation is not an uncommon occurence with reading down the thread.
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silentg1971
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Message 3 of 11
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Re: intermittent picture quality TIVO T6, along with poor broadband issues >:(

And STILL no response from any Virgin Staff
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Very Insightful Person
Very Insightful Person
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Message 4 of 11
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Re: intermittent picture quality TIVO T6, along with poor broadband issues >:(

A response from Virgin Media on here can take a week or so as this is essentially a community forum.

Urgent support is by phone.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

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Mark as Helpful Answer if I've helped

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silentg1971
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Message 5 of 11
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Re: intermittent picture quality TIVO T6, along with poor broadband issues >:(

yeh, just get the same crap. Offshore call centre said NOTHING is wrong.
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av-115
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Message 6 of 11
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Re: intermittent picture quality TIVO T6, along with poor broadband issues >:(

I think at this point I'd be making a formal complaint by post and seeing where that gets you. This is the complaints procedure here. You could also try emailing the CEO's office, you'll have to look up that address as we're not allowed to post it on here. Also don't get your hopes up with the Aug 19 fix date. This will be known internally as what they call a review date and it's not set in stone. With regards to the Line Rental Saver this is non-refundable and is made clear as such in the T&Cs, so there is nothing you can do about that unfortunately as they are not obliged to refund it.

I'm sorry I can't help further and I wish you good luck with this. If it was me and these issues had been going on for such a long time with no sight of resolution, I'd cancel and sign up with another provider. Then in a year's time (if you still wanted Virgin's services) I'd sign up with them again and trial the service for 14 days, within which you can cancel penalty free with no charges. And because Virgin use different infrastructure to all the other providers, you wouldn't have to cancel your BT/Sky/TalkTalk etc services until you were satisfied that Virgin could deliver theirs reliably.

--------------------------
TV: XL TV (V6 & V+ HD)
Broadband: VIVID 200
Phone: Talk Unlimited
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Forum Team
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Message 7 of 11
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Re: intermittent picture quality TIVO T6, along with poor broadband issues >:(

Hi SilentG1971, 

 

Sorry to hear of this issue. Not the usual level of service we aim to offer.

 

So I can assist further, I'll pop you a quick PM so I can help further.

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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silentg1971
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Message 8 of 11
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Re: intermittent picture quality TIVO T6, along with poor broadband issues >:(


@John_GS wrote:

Hi SilentG1971, 

 

Sorry to hear of this issue. Not the usual level of service we aim to offer.

 

So I can assist further, I'll pop you a quick PM so I can help further.

 

Kind regards,


I don't seem to have any message from you
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silentg1971
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Message 9 of 11
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Re: intermittent picture quality TIVO T6, along with poor broadband issues >:(

Strangely enough having being told by one of the VIRGIN REPS (@John_GS) here they were sending me a PM, NOTHING has actually been sent.

Now forgive me for being prematurely cynical but I get the impression that VIRGIN REPS reply to threads just for show. ZERO HELP has been given

I have even gone as far as to PM the VIRGIN REP (@John_GS) and STILL no answer.

Thanks VIRGIN for absolutely nothing  😠

 

Furthermore, I was given the initial £42 credit to my account for the Broadband issues already but the remainder of £42.60 for the TV serive issues which were apparently being creditted to my account the following day (30th January) by the "manager" has STILL not been added.

 

I find this all quite offensive and blatant lies that a credit that was supposed to be added to my account the following day after I spoke to Virgin Retentions. You folks think this is how to present a good customer service right!!!!

 

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silentg1971
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Message 10 of 11
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Re: intermittent picture quality TIVO T6, along with poor broadband issues >:(

Interesting:

2019-02-07_21-48-27.png

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