Paulina_Z
Forum Team (Retired)
Joined 5 years ago
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Re: Gig1 Volt Download speed < 300Mbps
Hi nobones, Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're having some issues with your broadband connection! I've taken a look at our systems and I can see that there's a local SNR (Signal to Noise Ratio) Outage impacting your TV and broadband service. The fault number is F010907317 and the current estimated fix time is 11/09/23 at 10am. Our team is working hard to have this issue resolved as soon as possible. Apologies for any inconvenience in the meantime. Please let us know if you're still impacted by this issue after the estimated fix time and we'll be happy to help. Thank you.2.4KViews0likes18CommentsRe: Contract update error when moving home?
Hi dzjqrx, Thank you for coming back to me via Private Message to confirm your details! I'm glad that I've been able to assist with your query and have this issue resolved for you today! 😊 If there's anything else we can do to help going forward, please let us know. We're here to assist. Thank you! 😊628Views0likes1CommentRe: Contract update error when moving home?
Hi dzjqrx, Welcome back to our Community Forums! Thank you for your post and I'm sorry to hear that you've had a poor experience with our team with your contract. I'll be more than happy to investigate this further and see what happened to help rectify this as soon as possible for you. Please be aware that we're unable to amend packages on this platform, therefore, if you're looking to change your package, you'd need to reach out to the team directly on 150/ 03454541111 or message us on WhatsApp on 07305327112. However, to ensure that your billing is correct, I'll be happy to help. I'll send you a Private Message to confirm a few details, so please keep an eye out for an envelope at the top right corner of your Forum page. I'll be in touch soon. Thank you!629Views1like0CommentsRe: TV 360 box stuck on welcome screen
Hi spoi2003, Welcome back to our Community Forums! Thanks for your post and I'm sorry to hear that you're having some issues with your TV box at this time! Is this issue still ongoing? Have you tried to reboot the TV box by flipping the switch on the back of the TV box off and back on after a few seconds? Please let us know how you're getting on. Thanks!10KViews0likes1CommentRe: Using extension phones after switch to fibre
Hi normherm1, Thanks for coming back to me via Private Message I'm glad to hear that I've been able to reschedule the appointment for a better time for yourself. Please keep us updated and let us know how your appointment goes. Thanks!1.7KViews0likes3CommentsRe: Using extension phones after switch to fibre
Hi normherm1, Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for your landline location issue – you can check and amend the date and time of your appointment via your online account. There will be no charge for this visit unless: • The technician diagnoses the faults as not being caused by our network/equipment • The technician discovers that the fault or problem relates to your equipment • The technician discovers that the fault or problem relates to any system that we are not responsible for The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment. Please keep us updated on how your appointment goes and if you need any further assistance. Thank you.1.7KViews0likes0CommentsRe: Using extension phones after switch to fibre
Hi normherm1, Thanks for coming back to me about this. I completely understand that this change can be frustrating. However, Virgin Media and other service providers aim to have all customers moved over to the new landline connection system by the end of 2025. The reason for this system change is that the old copper network is not as reliable as it once was and the move to the digital connection will allow landlines to have a more reliable connection when necessary. I'll be happy to assist and arrange for a technician appointment to see how we can help in moving your landline to a better spot. I'll send you a Private Message to confirm a few details, so please keep an eye out for an envelope at the top right corner of your Forum page. I'll be in touch soon. Thank you.1.7KViews0likes0Comments