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.External issues timeframe for fix
My WiFi has been down for well over a week now. Firstly it was intermittent could turn the box off then the reboot would make WiFi work again. Now it’s completely down called the engineers to come out last Friday they confirmed it was an issue outside and would escalate to the external team called customer service technical team they confirmed it would be fixed within 2 hours it wasn’t nothing Saturday so went on live chat Sunday morning I told them numerous times that it was an external issue they assured me they would send an engineer Tuesday (today) to check inside and outside they sent the internal engineer again who has escalated it again currently feel like I’m on a roundabout and unsure what to do next after a quick google found myself here any help from anyone regarding this would be hugely appreciatedPs5 + Virgin issues
For the last 2 days I’ve been having issues with my Virgin broadband and my ps5, all speed checks etc come back fine but whenever a game needs to request data from a server or connect to a server there is connectivity issues which either fails or takes forever. Ive tried contacting Virgin who says there is an issue with an error saying “Hub levels out of spec - engineer required” but I’ve now seen multiple posts on Reddit all have issues and the only thing in common is Virgin broadband. I have tried everything i can think of so any suggestions would be appreciated. tried a reset, modem mode, turning off smart channel, trying a guest network, port forwarding, wired, wireless, messing with settings on the router itself but it works perfectly fine on my hotspot so i know this is a virgin issue with ps5sOne touch switch - vodafone cannot find my broadband service?
I don't get why it's so hard to switch! I tried to do the one touch switch but they couldn't find my broadband with virgin media. Is it because i requested a disconnection prior to doing this? If so i need to un-disconnect with virgin media first and then do one touch switch again? And how long will that take? I dont want to un-disconnect, find out it STILL doesn't work and then have to pay for another week of my new hiked contract.Broadband Issue Keeps Getting Delayed
To whomever might be reading this, hope you're doing well. I will attempt to be civil, but I apologize in advance if I come across angry - Virgin Media and their customer service have really been doing my head in these past couple of weeks. The situation is simple, really, here is the chronology: 1) Been with Virgin Media close to 3 years and have (mostly) had no issues. 2) Sometime around the 1st-2nd of this month (December) my internet (cable and WiFi) completely cut out for an extended and pretty disruptive period of time. From that point onward it became intermittent, working perfectly fine for a few minutes, then cutting entirely for a some more time, and so on and so forth. 3) Checking the Virgin Media status page I could read there was a "Broadband Issue" at my postcode, and that the outage had been "Identified and Raised", and that Virgin estimated it would be fixed the morning of the 3rd of December. 4) On the 3rd of December, the status updated to say the estimated fix date would be the 9th. 5) On the 9th of December, the status updated to say the estimated fix date would be the 11th. 6) On the 11th of December, the status updated to say the estimated fix date would be the 16th. 7) Today, the 16th of December, the estimated fix date has changed to the 20th... 😎 What will happen on the 20th? Place your bets - my bet is it will keep getting delayed. Is this a joke? It does't help that speaking to a human being, be it via phone or otherwise, is made borderline impossible by the Virgin Media customer service team. This intermittent internet is entirely disruptive to my livelihood. My freelance work depends on me being able to download and upload large quantities of files daily. I repeat, I CANNOT WORK while this issue is ongoing. Considering Virgin's inability to give me an adecuate estimate for the fix, and the fact that they offer no warning on delays whatsoever until the very day that they estimate, as well as no alternative or solution, is starting take a toll on my finances this month an beginning to strain my relationship with employers who understandably will not be too eager to hire me or my shoddy internet again. I find it absolutely inexcusable to be serviced like this by what should be a stable and competent company. Not only does it tell me that they do not care about me as a customer, it also tells me they don't respect the role they play in people's lives. Am I going to have to start asking for financial favours this Christmas because Virgin Media keeps waffling me around like a toddler? I have absolutely no doubt that after this experience I will not be renewing my contract, and frankly I will not be using Virgin Media's services ever again if I can afford not to. Nonetheless, I still have a fair few months left on my contract, and I expect to receive the service I am paying for. I appreciate that not all technical issues are caused or can be fixed by Virgin, and that they depend on third parties for a lot of these things, and that those can delay the process... but that shouldn't be my problem. This is much more an issue about communication, respect, accountability and decency over any specific techincal issue. I also appreciate that customer service across many industries has become progressively worse over the past couple decades, but again that race to the bottom is not an excuse. The fact that I need to post on this forum for a human being to potentially give me further information on my issue is infuriating. If you're a Virgin Media employee looking at this post, I appreciate that this is not a problem you have personally caused, but PLEASE for the love of god help me understand: 1) What is the issue with the internet in my area? 2) Why is it taking such an embarassing amount of time to fix? 3) When can I ACTUALLY expect it to be fixed? 4) How do you recommend I deal with it in the meantime? Is there a temporary solution Virgin could provide? 5) Am I entitled to any compensation? Considering the wording in the compensation docs, it seems like unless I've had ZERO internet continuously for 48 hours (as opposed to intermittently), I am NOT entitled to compensation. If this is true, this is the slimiest part of this whole thing. 6) If whoever is reading this cannot really help me, could you at least tell me what the ideal way to escalate this situation is? A formal complaint? Should I submit something to the Ombudsman? Or is it just more efficient to take this whole thing to court? To any and all employees reading this who might be able to help with these questions, please DM me so I can give you the details of the account in question (it is not tied to the account I'm writing this from). To anyone else who might be passing by because they have similar issues, my condolences, hope you find a better internet provider someday.
Help! Stream activation failure but being billed when have no content to watch
Hi, Elderly parent's (Dad who is David the account holder) account who give me authority to interface with VM on their behalf and is documented on VM records every contact as I'm their son John living at same address. Just before the last price increase on Stream box & before the name Flex became live I added Sky Sports HD (£18.75) & TNT Sports (£10) via their My VM account web portal but it failed to complete. I was straight on email to raise that I didn't want to re-sign this new 18 month contract that was made aware of afterwards not before but both bounced back saying can't contact VM via these addresses. Dad has VM emails mirrored on his phone but never said anything about any new emails recording these changes. Looking tonight they were still unread blush so we have missed this and they've not raised it to me. Having read the email history now a 18 new contract was issued adding the 2 channel packs. So I presumed it would be corrected when the prices went up as we would be paying less but didn't. Mum came at me in a raised voice on walking in from work tonight that VM had debited £123.20 when our contract is £71.00 without any non-inclusive charges for their anytime landline service and those 2 channel packs. Some of that was smoothing I tried to explain but bill said normally new price would be £100.00 (£71+£29). We have not had access to that content we've been billed for! How do we get this sorted out please? Can ring 150 at 8am tomoz to try to get a low wait time to connect to an agent? If forgetting the 2 channel packs going forward and staying at £71pm is an option without being hit with early disconnection fees that would be acceptable please? Cheers John/Dave/Moira.Neighbour's Cable Runs Through My Property - Urgent Action Needed
Hi Virgin Media, I am a Virgin media customer and so is my neighbour. We are currently building a driveway at our property and have discovered that our neighbour's cable runs across our land. This was clearly not installed correctly and is now causing a significant obstruction. The cable is extremely taut and penetrates our brick wall, which we plan to remove. We are concerned about this for several reasons: Safety Hazard: The exposed and taut cable poses a tripping hazard and could be damaged during our construction work. Obstruction Delaying Building Work: The cable's current position is obstructing our driveway construction and preventing us from completing the project as scheduled. Responsibility: We do not want to be held responsible for any future issues with our neighbour's service due to the cable's current location. As we were unaware that the cable was under the soil, running through our land - this was accidentally cut, disrupting our neighbours service. As they are elderly and have no other means of communication, I have had to resolve this on their behalf. A Virgin Media engineer visited today Friday 15 November, 2024 - and resolved the connection issue, bringing them back in service. However, the engineer stated they did not have the "facilities" to install a new cable and displayed an unhelpful attitude, but nevertheless repaired the issue. To ensure the safety and proper functioning of the service, we request that Virgin Media re-route the cable entirely onto my neighbour's property as soon as possible. We are aiming to complete our driveway in the next few weeks and need this resolved! I have attached annotated images to illustrate the problem. Thank you for your prompt attention to this matter. Thanks Please note the below thread linked, is a similar case to my own, so I expect a speedy resolution!: https://community.virginmedia.com/t5/Networking-and-WiFi/I-m-not-a-customer-but-I-have-neighbors-exposed-and-unprotected/td-p/5366714/My Virgin Media App Run a Test not working
Had this issue since getting virgin just over a month ago, I've tried calling and no one seems to understand the issue and can't seem to connect to my hub from their end either. Internet cut off the other day and had an engineer out who replaced the fibre junction box and had no issue after until 10pm tonight I dropped from 450mbs to 80mbs. It would be really handy to be able to run a test myself, I do it through the hub login and get this also .No Broadband
My area: Sheffield Gleadless, anyone else having the same issue? My broadband been down for 5 days since 2nd Nov, I though it might be fix going on but it was not fixed by next day 2rd Nov I booked appointment for an engineer to come the next day but they did not come up and appointment was cancelled... I contacted support support and they rebooked an appointment with promise that they are not going to cancelled this without notifying me but once again no body turned up... Now every time I go on the app it says issue detected in your area, estimate fix will be XX time which is usually after 2-3 hours of current time, they been pushing the time by 2-3 hours every single time for past 3 days and this is becoming unacceptable. What is there to do? I really cannot stand them anymore... And when will I get my compensation? I believe I should be getting x2 £30.49 for no engineer showing up and x5 £9.76 for each day my internet been down + this to be fixed.
