Can we acknowledge how bad the Virgin Media website is?
Let me just express how bad of a customer experience I've had with your website this afternoon and how this issue has been ongoing for over a year. I'm seriously at the point where I am moving over to another provider at the end of my contract term. I seriously hope you fix your website and customer experience for your future customers. An explanation of my issue This afternoon I thought I would log into my virginmedia.com account and change the date in which my direct debt was paid, an easy task I thought. I went to the Billing Section of the website and saw that there was a button called Manage my Direct Debt which takes you to the page that I've kindly hyperlinked. Instead of what you would expect, a page to manage your direct debt. You're greeted with the image that I've place on the right. So, when this happened I thought I might have a Live Chat with a representative to try and resolve the issue, so I began a live chat. They told me that I should Close my Tab and Login again, which I did. Of course, this closed the chat with the representative and the issue remained. So not only did I still have the issue, but I now didn't have a chat either. I'm not sure if they intentionally did this because they knew it would close their ticket or if it was a genuine attempt to help. So, the next issue — I decided I might try to phone them. But you see, I have very little credit on my phone so this is a pain to do. On the billing page I pressed a button at the bottom which says "No, I need more help" and then I pressed "Call us" which provides a phone number. Before calling, I wanted to check the cost of this call so I pressed a button that says *See our call costs which tries to link you to a PDF that does not exist. Once again you're provided with a new page that says "Sorry, oh crikey. We can't find that page". A conclusion of my issue Your website is filled with bad hyperlinks that lead to documents that have been since removed. Some hyperlinks for important tasks lead to dead pages because your links have not been updated presumably after somebody has done a change. The whole experience is abysmal to the customer and I know I am not the only one. Please, if anybody of importance sees this; please escalate this to somebody who actually has control over the changes on your website. Have them audit the issues that I have mentioned here as well as the many other issues across the website. Try to do basic actions the customer would like to do, because I've ran into repeated issues across your entire website. I've only documented the issue I experienced today, but this has been happening for over a whole year with your website. Through the many versions you've released, there's always something broken. Websites are not normally this dysfunctional. In the end, the simple task I wanted to do never was done. I spent over two hours attempting to do something I thought would take twenty minutes and another hour with this complaint, and I will walk away after three hours completely where I started.Factory restore, restores problems
Hello, I have a hub 5 with 2 extender pods, the pods are identifying as TV boxes and my dashboard in the connect app is showing 9 TV boxes, as it is allocating IP addresses to devices I don't use any more that I can't delete. Every time I do a reset it just downloads this rubbish configuration from VM's servers and breaks my WiFi again. Had an engineer and mentor out today who replaced my Hub 5 and of course it immediately populated itself with the same screwed up device list. I just want to start again and have my router and the extender pods showing, then slowly add devices that I do use. The engineers said they'd never seen anything like it and just took a pic of my wierd connect app appearance. I have turned off smart WiFi, removed Connect app, cleared cache, restarted phone and still a factory reset of the router drags a garbled mess in from the cloud and the WiFi test on the router says you have problems. I've just about had enough. Please helpUnable to verify new email address
So I wanted to change my email address on my account. Simple process really - never had issues with any other website. Until VM with their glitchy system. So it sends a verification email, which when I click on the link to verify the email, it asks me to login. So I use the new email address and my password and then the system says “email not verified” and the cycle begins. I can login via my old email still. why can’t the website allow me to verify with a code or something else. This is taking far too long for VM to fix. any help anyone please?Flashing red light on router and solid red light on wall box
My Internet died at about 8pm last night very suddenly, we have had no issues with any services until now. Tried to reboot several times with no success, the automated line claims there are no issues in our area, yet the app runs tests and tells me that there is an issue in my area and that the engineers are on the case? I cant get hold of anyone to report the issue and I'm sceptical as to whether their engineers are actually doing anything about it. Anyone else have similar issues? Or can give me an account of their experience with this sort of thing? I want to log it as an outage to get the compensation but that also seems impossibleHub 3 red light
Hub 3 over heating red light always dipping signal I’ve done all the unplugging and I have pin reset and still getting red light it’s not near anything nothing covering. ive had it for 5 years I think so about time. can’t get through to anyone. Have done the speed checks just said we are on it and come back in 24 hrs. I also did this weeeeeeeks ago.My router doesn't want to let my computers connect.
A few days ago my computer lost internet connection, I tried a few things to fix it, couldn't do it so I rebooted my computer with a fresh install. Tonight I find myself in the same situation only a few days on with my child's computer upstairs. after looking around I found the connection says "Cant reach the DHCP server" Ive also noticed that in the Hub Network Log I see this: 26/02/2024 21:21:37 Warning! LAN login FAILED : Incorrect Username / Password / ConnectionType;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/01/1970 00:01:42 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 20/02/2024 14:05:31 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 20/02/2024 14:05:29 Error DHCP RENEW sent - No response for IPv4;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 17/02/2024 05:34:47 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 15/02/2024 18:35:31 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 12/02/2024 10:16:6 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 12/02/2024 06:35:31 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 09/02/2024 14:05:38 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 08/02/2024 18:35:31 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 06/02/2024 23:06:1 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 05/02/2024 14:55:40 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 03/02/2024 07:42:52 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 01/02/2024 09:15:21 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 29/01/2024 02:39:36 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 28/01/2024 01:39:31 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 26/01/2024 19:15:41 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 24/01/2024 13:39:31 Error DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 24/01/2024 05:29:50 critical No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; 22/01/2024 14:38:15 Warning! RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0; I'm not sure what all this means but it doesn't sound good. I need to know how to fix this because ive tried: Restarting the router Checked the cables Reinstalled the network Driver and nothing so far has worked.Virgin Media mail does not work on any device
As of days ago I have entirely lost access to my Virgin mail account. The website is totally down! mail.virginmedia.com and mail2.virginmedia.com do not load on any device, on any browser, from any IP address or in any mail client. The link from virginmedia.com does not work. Cookie clearing does not resolve. No word on this highest severity critical issue from Virgin! I'm currently not able to see or respond to any urgent and important communication. Whatever trust in this brand I had remaining is wholly destroyed. When will we get answers from Virgin and a fix??!!
