Moved to Virgin 1 week ago. Never worked right. Been on hold for a total of 6 hours in last week. Booster sent. No difference. Boxes won’t talk to each other. Absolutely terrible service. No one to talk to for help. I want to cancel as I can’t believe the terrible service. One week in and not working.
Well, if you REALLY want to cancel you'd better be quick, as you've only got fourteen days from the service being installed. After that you'll be hit with eye-watering early termination fees. Which probably means getting on the phone at 8:00 am Monday and choosing options for things like "about my account" and "thinking of leaving".
There's a strong possibility that the retentions team who you'll speak to will want to get the problems resolved, so give thought to whether that is the outcome you'd prefer rather than cancelling.
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Hi. That isn’t the outcome I want - ideally I want a working service and I moved to virgin on this basis. As you say, I only have 14 days to cancel and based on customer service to date it will not be fixed anytime soon so I’d rather cut my losses. If I can’t speak to anyone or get any help I don’t want to be left with a crap tv service for 18 months.
Whilst waiting to get through to cancellations if you post up more details of what VM equipment you have, how they are connecting to the Hub, and what the problems are in more detail there may be a "quick fix" we can help with.
Are normal TV channels coming through fine on the TV connected directly to the TV box?
-------------------- John --------------------
My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.