Help on Returning Hub 3 Kit?
Hello, I am moving so I have cancelled my Virgin Wi-Fi. 10 days ago, I requested that a return kit be sent to me, as tomorrow I will be travelling so I wanted to send my Wi-Fi kit back before leaving. I received a confirmation email that Royal Mail has the return kit package a few days ago, but I still have not received it. Seeing as I am travelling tomorrow for 3 weeks, I will not be able to return my kit for that entire period. What can I do in this situation? I don't want to incur a late fee on returning my equipment simply because I was unable to without the return kit package. Any advice is appreciated!Trying to close account for 3months!
I have attempted to close my account with yourselves since 6th February when I moved out of this address on the account, yet the account is still active as of the 23rd may 2025 I have rang several times and I’ve asked for a final bill so that I can make this payment and have the account closed. I have been told on several occasions from your guys and your customer service team that this has been done, but I have not received any email. All I keep receiving is bills for the previous months, I have rang and spoken to Grace, Erica, John and plenty of others whose names I have not managed to take down For this still not to be resolved. I have been given excuses that there has been tech issues to why these emails have not been sent to myself and every time I get told I’ll be put through to a senior manager the phone then gets cut off. all I want to do is get my account closed! As I cannot keep paying for something I’ve not used and for some where I do not live!Cancel landline only
My contract is about to expire and I'm happy to renew the broadband, but I don't want the landline. We don't have a handset or ever use the landline. Do I have to have the landline "option" i.e. a effectively a top-up to the price, or can I cancel it and retain the rest of the package? The Online Chat Bot doesn't understand this, and when renewing there is no option to cancel. I don't wish to have a 45min+ phone call (again!) to discuss what should be a relatively simple tick-box unticking. ThanksJPIntermittent internet connectivity - FTTP Hub 5
I am writing to seek assistance with intermittent internet connectivity issues since recently switching to Virgin Media on a 2 Gb fiber plan. While generally the performance meets the expected speed and latency on speed tests, I experience frequent delays of 5-10 seconds in loading web pages. Additionally, voice and video calls suffer from inconsistent quality and I often have to hot spot off my phone to resolve, I work from home and its very meeting heavy and 2 out of 5 meetings I have issues. The issues persist on both wireless (even in close proximity to the Hub 5) and wired connections. I have also tried using my own wireless router with the Hub 5's Wi-Fi disabled, but the problem remains. An engineer recently visited after a two-day service outage/issue (caused by a local area/exchange issue). During the visit everything appeared ok, but the engineer noted a kink in the external fiber installation but stated it was not causing any issues but could need replacing in the future. I am wondering if this kink in the fiber could be responsible for the intermittent connectivity problems. Are there other potential causes or troubleshooting steps I should consider to identify the source of the issue? Any assistance would be greatly appreciated, I've only been a customer for 20 days but considering terminating contract and going back to FTTC service from a different provider.
Cancellation date
I have today (11 March) contacted VM to give notice that I will not be renewing my current contract that ends on 12 April. I have now received a message stating that my service will end on 10 April, that is two days early. My understanding is that I am required to give a minimum of 30 days notice, not exactly 30 days. Presumably the VM system is unable to do anything other than apply a 30 day cancellation. I am not sufficiently bothered about the two days, although I expect I will be paying for them - or at least not enough to spend a couple of hours trying to resolve the matter. But I would like reassurance, if possible, that VM will not find some way of imposing an extra charge for "early cancellation". Can anyone advise?Flex subscriptions dont work
I have been with Virgin for 13 years and never have I encountered such poor / non existent customer services! I signed up for Sky Sports during the £18.75 a month offer. But it has not activated. Customer services tell me they cant add it, as it needs to be done my end. But when I try to add the subscription I just get an error messages. The stream service is abysmal. Online chat keeps kicking me out. Then the bot comes back to ask the same stupid questions. No reply from my online complaint 2 weeks ago. Telephone support hang up on me and dont call back I was asked to send proof of my offer to narender bhatt at the virgin email address which I did, and still no reply!! Truly shocking experience. Looks like ill be missing the start to the F1 season!!Cancellation since renewal offer not reasonable
I have been a loyal Virgin Media customer for many many years since the NTL days. Generally happy with the services except for billing issues last year which took many calls over many months to get sorted. My contract is expiring soon and the renewal offer is quite expensive, so have put in a cancellation request. I am hoping someone from the Forum team can look at this and provide better deals. Thanks, Layman
