Contract Renewal not gone through
On the 5th of October I renewed my contract via the app at a new cost of £73.76 a month on a 24 month plan. My latest bill has come through today for over £100 (almost £20 up from last month) and according to the app I am still showing as up for renewal but now at £75.15 a month. I have no idea why the first contract renewal hasn't gone through, no idea why the latest bill is so high and no idea why I'm still being offered another renewal at a higher price. Is renewing via the app a known issue for it to go wrong?Extending Range to Garden Office
I've got a definite dip in Wifi speed in my garden office (about 5m away from the house - on the other side of the wall where my hub 5 lives) Both house and office are very well insulated House speeds showing as 380+, office speed between 9 and 30 with a great deal of variation throughout the day. Measured on Speedchecker I can't use the Wifi Home Scan - it times out regardless of when and which room I try, I get an Oops try again later message. (have tried deleting the app etc but to no avail) I think I might be able to use a Wifi Pod to sort this out, but am in a catch 22 as I can't do the scan to show the speeds. First question - How can I order one if I can't do the scan? Prior to joining VM my router was under the stairs connected to the office via an ethernet cable which now sits unused as VM couldn't fit the hub5 in the same place, so it's situated in the living room. Additional question - Is there another way to utilise the ethernet cable to help, given that it's miles away from the router? Any help would be greatly appreciated and possibly save my marriage as Mrs is sick of me working in the kitchen....Intermittent WIFI & Poor Communication from VM
Bit of a long one here but just for context, this is a problem that's been going on for a few weeks now. There's been some construction area in Wolverhampton with the roadworks and improving road conditions etc so to be expected there were some notices sent out that there is an outage in the area and that it will be fixed within a few days. A few days pass and then the same message gets sent out (I asked for updates of the outage via text Outage ID: F012035342) that the engineers are on the case and it will take a few more days. This constant recycling of messages keep occurring and I get a little fed up and contact them via live chat as well as landline to just ask for some communication regarding the issue. I am totally reasonable that from time to time, there will be a drop in service and intermittent signals will happen every now and then, it just common sense. But when a fix is scheduled and that date keeps getting pushed back and back without any information regarding why it keeps getting delayed or what the problem is, that's where the annoyance starts to happen. As expected, they just say they there is an outage and that they don't have the information regarding what the issue is but that it is actively being investigated and worked on. So at this point it's just a waiting game, but then one day a text message occurs that the outage will be fixed today (23rd October). I thought this was strange as the latest update was that it will be fixed on the 27th. Anyways, the problem wasn't fixed and I was still having very intermittent connection throughout the day, losing connection to video calls, various apps, getting kicked out of games etc. I complained again to VM and they ensured that the outage was fixed and that an engineer would have to be sent to my home to solve any issues on my end. The engineer arrived today (27th Oct) and basically told us straight away that the issues are to do with a network card on the VM Server side of things and that it's very unlikely that anything is wrong with the household setup. He had a look anyway, and indeed verified that there was nothing wrong on our end and that various different WV postcodes around Wolverhampton that are connected to this problematic network card are all experiencing the same issues and that the engineers keep getting sent out to these houses even though there's nothing wrong on the house end of things. As soon as they randomly updated that the outage would be fixed on the 23rd, I knew something weird was up. I don't know whether its to avoid compensation fees for the intermittent service or if they are trying to paint it as if its something wrong with the customers broadband setup rather than their own, but I thought the accountability and lack of communication from VM is really poor. I contacted them again via live chat and they said they have raised a complaint and that a complaint manager will be in contact with me soon as well as they asked me to raise the issue here on the VM Community so the "Senior Management could have a further look into any area issues", so here I am. Would be interested to see if anyone else in this community is also having these similar issues, especially if you have a WV postcode
Netflix hacked
Hi on Friday 17th October I received an email telling me that my Netflix email has been changed even though I didn't authorise this, obviously I was very concerned and was wondering how this was possible, I reset my Virgin email password and went onto Netflix to see how this happened and how I could change it back, I was told I need to get a service code on my account to change it back however I was only logged in on my two Virgin 360 boxes and the service code that was showing Netflix told me it was wrong, so I asked Virgin and they said they don't know anything about the service code, now I know people will say you need to speak to Netflix but I have and they just tell me it's Virgin I need to speak to and they can't do anything about this, like a lot of people the account language has now changed to Spanish and despite multiple calls and live chats none of the agents at Virgin seem to understand I'm telling them that a new Netflix account needs to be set up with my email and the old account deleted as the email has been changed on that account and somebody else is using it but they seem to think I just can't log back in and keep telling me to log in with my email but obviously because there's no account linked to my email it's coming up as no account linked to this address, is there anybody here who knows how I can fix this or speak to someone who can help me fix this as it's been going on for so long and every time they call or I speak on live chat I can tell they don't want to deal with the problem and keep passing me from person to person asking me to try things to fix it that I know full well won't work.Latency spikes/dropped packets, at wits end!
Been using my M500 broadband line for a few years now and never had problems with Virgin Media, until two weeks ago. I started getting random latency spikes that's deeply affecting work calls and gaming. Engineer came around on Saturday and says everything is "fine" on my line, even replaced my Hub 3 router with a brand new one - after he left, I continued to monitor and test for a few hours, but sadly same issue persists! I've set up a BQM (I showed the engineer this, but didn't seem phased) Here is my line with the BQM from ThinkBroadband (post the new Hub 3 as the graph looked the same pre-new Hub 3), you can clearly see the dropped packets - Clearly there is something very wrong with my line, please can anyone help!?Worst Customer Service
I have been trying to sort out my account for over 3 months and have never had such a debacle. Had 2 different contracts, spoke to numerous employees and still can't resolve basics. Thought I had it all sorted last month with another new contract but yet again Virgin promised much but delivered nothing. Spent over 2 hours on the phone that time and now just spent 40 mins then I got passed to my 3rd agent who promptly cut me off deliberately. Has anyone else ever dealt with such a poor organisation who are completely inept? So, infuriating when the staff employees cannot read previous notes or don't listen to you? Then pass you onto another agent where you have to keep on repeating yourself endlessly. Anyone from Virgin got the courtesy to try and sort this out? Rather than on of your Employees who said best thing to do was leave, I am starting to think I should have followed his advice.Tidying external and exposed cables on apartment building
Hi there, I was wondering if virgin media send engineers to tidy external and exposed cables on the outside of houses/flats? As in the building I live in, virgin coax fibre cables have been added over the years as residents have signed up to virgin media. However this piecemeal approach means too many wires are connected into single wall boxes along the building, with damaged/missing brown protective boxes/boxes zip tied etc. See photos attached, looks rubbish. Could do with replacing some boxes/rewiring connectors and tidying the cable runs as exposed connections will get damaged/weathered, cables can fall/be tripped over etc. based in Redland, Bristol, UKCan not log into VM/O2 account
For nearly two months (since 26th August) my 81 year old mother's VirginMedia/O2 account has been locked following fraudulent activity on her O2 mobile (cloning, we suspect). While the O2 mobile part was fixed quickly with a new SIM and existing number transferred to it, the VM/O2 account remained locked despite several fruitless phone calls to VM (via the 150 number). Late on Monday (6th October) the account was suddenly unlocked, although the email was not seen until Tuesday morning. However, the passwords no longer work and mum never set-up recovery codes, or they are long lost (I suspect they would also have been invalidated). The backup email login was also for an address mum has *never* owned, despite it using her name (an Outlook address). Fortunately, a phone call to VM miraculously managed to get the backup email changed. Unfortunately, after putting the phone down, we logged in using the backup email "verify me" link, in order to reset the passwords/recovery codes in "Security Settings", and noticed that the "primary verified phone number" is *also* incorrect and a number mum has never used and therefore does not have access to. Here's the deeply frustrating part. To change the verification number (add new/delete old) you need to verify -- but mum can't because she does not have the password, does not have recovery codes and does not have access to the incorrect phone number. To change the password, you need the old password, or verification phone, or recovery codes. To get new recovery codes you need... the password, or verificaton phone etc. Can you see the issue here? We tried phoning VM again but the lady at the end of the phone did not seem to understand what mum was getting at. She kept talking about the "app", which my mother does NOT have on her phone. We since tried installing it for her, but of course it wants a password to login and the backup email method does not appear to work inside the app. The next day we tried phoning VM yet again, this time the man at the end of the call opened a ticket - I have a reference, I won't post publically. Then on the 9th October, a VM tech support person rang mum and tried to get things working with a temporary password, but it did not work when we tried entering it in and eventaully we got locked out -- so the guy on the end of the phone said to wait 24 hours and another person will call. That did happen, and another attempt was made with temporary password and the tech guy creating a recovery code, but none of it worked. Eventually he too had to end the call, and since then nothing has happened. The entire system is so Byzantine and Kafkaesque, my (81 year old) mum really can't navigate it. Between us, my sister, brother-in-law and I find it deeply confusing and frustrating -- and we are somewhat tech savvy! My mum has been a customer since it was NTLWorld and this is the worst experience she has ever had from Virgin. To be really clear here, this is what we are doing that isn't working: 1. Using a web browser (Firefox) on a regular desktop PC. 2. Going to virginmedia.com and clicking on "Sign in to My Virgin Media" 3. On the VirginO2 sign-in page, selecting the account we want to log into (which happens to be an ntlworld.com email). 4. Clicking verify by another method to use the "backup email verification link" because the password doesn't work. 5. Clicking on the verification link to login to the account. 6. Then clicking through: My Virgin Account -> Account Settings -> Identity and Security Settings -> Security Settings -> Verified Phone Number. 7. That is where the incorrect number is which needs changing. All I want is for the verification phone number to be changed, so that we can then go in and change the passwords and recovery codes for mum. Although given the two failed failed attempts with a VM tech support person, I have doubts even that will work now.Can't move my Virgin - told my new address is for a business... but it isn't!
Hello. I'm trying to move my Virgin Media broadband and TV to a new flat, but am being told they can't do it, as the address is registered for a business. But the address can be found straight away when using the Virgin Media residential postcode checker, and I called a couple of times a few months back to double check the move would be no problem, before I bought the flat! It is just a standard flat, and no business is run out of it. The woman in the call centre gave me the business number, but it won't let me speak to anyone. I just want the address converted to residential, so I can have my connection moved. Please help.
