New package deal
I agreed to a new deal and have a few questions. when will my virgin media update to show the new package? I am waiting for the new router to come as I’m switching from 350mb to 1gb speed. I did receive an email saying my new package includes 1gb and removed the 350mb package. i specifically asked whether the annual price increase would apply to me or will my charge remain the same for the full 18 months and was told it will stay the same and no need to worry about the annual price increases. The contract doesn’t state this though, it shows the price increases, I need clarification. will my o2 sim that I got as part of the bundle automatically show up on my virgin media app? When I try to add, it doesn’t have an add existing sim option. I have received and activated the sim and also logged into the myO2 app I was told that I will get 3 months Disney plus subscription free and £2 off the subscription thereafter however I have not been told how to activate this is there anywhere to find contact numbers to speak to someone when there’s issues? appreciate any helpUpgrading a brand new line that was on a deal?
Last week my fibre line was fully installed and now up and running - it took about a month to actually get the install process all complete due to Xmas and new year. The contract was a gig1 deal, where you are not charged for the first 3 months. happy with the install service but with 2 people working from home and significant need for downloads, we wanted to upgrade from gig1 to gig2 to future proof too. This doesn’t seem like an option though - I’m unable to upgrade on the app or online, and I tried chat and I tried phoning. No one can do an upgrade to the current gig2 deals. it seems silly because technically I’m in the 14 day cool off period, so, theoretically I could cancel my contract and start a new one on gig2 - but that would mean waiting times and more hassle for virgin and myself. I’m effectively offering to lock myself into a new contract and pay more money on the gig2 deal but nobody seems able to help. Is this a limitation on new accounts or just a frustrating request that isn’t catered for?Virgin falsifying contact documents
I really don't like getting angry with poor customer service staff, but I have been messed around 3 times now since middle of November with regards to my upgraded package. In November, I noticed there was package upgrade deal through the my virgin media app. I was on 350mbps which with volts was boosted to 500mbps. The deal was for 500mbps which would be boosted to 1gbs with volt and upgrade d hub from 3 to 5 to allow for the 1gbs speed. I actually received a pre-contract showing this but to my old inbox which was full (another issue with VM regarding mailing) which I accidentally deleted whilst doing a mass clear out. They are now claiming they've got no records of this due to it being done online. Now they have signed me up to another 18month contract on the exact same deal that I was already on but are charging me an extra £5 a month, when I still had 1 year left on my original contract. When I requested all the correspondence emails that had been sent to me from early November till now to be resent to my correct mailing email address. They stated they don't have access to any previous emails issued. As a 'MEDIA' company, I don't believe they have no personnel who could access this information for it to be re-issed. Full of lies once again! Key Points 1. Why would I choose to change my package to the same benefits but for more money? 2. If the deal wasn't meant to be a 1gbs why did have to upgrade my Hub from a 3 to 5 to allow for the faster speeds. If my speed was not meant to improve? 3. Surely I have a legal right to be re-issued correspondence on request especially something as important as pre-contract documents.Cannot upgrade second box, error TM4/15/10-0-100155
I have successfully requested an upgrade of my box to Virgin 360. The new remote is on its way. However, when I try to request an upgrade of my second box, it fails with "We couldn't process your order", a link to the VM website, and an error code TM4/15/10-0-100155. I spoke to support over Whatsapp, took over two hours, most of the time spent waiting for a reply, only to find out they could not help, and that it would cost me £185 to do this. I said no, it is a free upgrade, and the first one went through okay, with a confirmation email saying the upgrade was free. So, I had spent all morning waiting on and speaking to the wrong people. Horrendous experience. So, would anyone know about this error code, or have any suggestions? I have restarted the box, with it unplugged for over five minutes, still no joy. Many thanks.Sneaky Contract Renewal price increase
My contract is up in December and I'm getting the obligatory 'renew now' emails and so clicking through the deal on the website, I get an increased price which I'm happy to take (begrudgingly) however it seems as Virgin are being extremely sneaky and instead of starting this renewal at the end of my initial term, it kicks in immediately at the higher price! Why should I pay another £10+ a month for the last three months of service? The documentation is not clear either on when it kicks in. Usual useless whatsapp chat seemed to confirm my suspicions. Anyone else got this challenge?Virgin tv 360 upgrade error
Hi, we have had a message come up on our 2 virgin media boxes offering us a free upgrade to virgin tv 360 but when I argee to the upgrade and new remotes on both of the boxes it bring up a error saying the upgrade couldn’t be completed and to try again later it gives me a barcode link to a virgin media help page which is also blank. i have no idea now if the request for the new remotes or the upgrade has gone through for both boxes. thanks in advanceUpgrade & customer support what is the point?
My recent encounter with Virginmedia has left me deeply disappointed and frustrated. As a customer eagerly awaiting an upgrade to my internet service, I was met with incompetence, rudeness, and an utter lack of empathy from their customer service team. The saga began when I received a notification that my internet was due for an upgrade on April 30, 2024. Excited at the prospect of faster speeds and better connectivity, I eagerly awaited the promised enhancement. However, as the date approached, I realized that my internet had not been upgraded as promised. Concerned, I reached out to Virgin Media customer service for assistance. Little did I know that this would be the start of an incredibly frustrating and disheartening experience. Upon connecting with a representative, I was met with an unhelpful and dismissive attitude. Despite explaining my situation clearly, I was met with nothing but scripted responses and robotic repetitions. It became apparent that the individual on the other end of the line was simply reading from a script, devoid of any genuine concern for my issue. To make matters worse, when I inquired about the delay in the upgrade, I was informed that it would take a staggering 15 working days for the process to be completed. This was in direct contradiction to the initial notification I had received, causing further confusion and frustration. What truly astounded me, however, was the blatant rudeness displayed by the customer service representative. Instead of offering assistance or attempting to resolve the issue, they adopted a condescending tone and seemed more interested in getting me off the line than addressing my concerns. It's disheartening to see a company prioritize scripted responses over genuine customer care. As someone who relies heavily on internet connectivity for both work and personal use, this experience has not only inconvenienced me but also tarnished my perception of virgin media. In conclusion, my experience with Virginamedia customer service was nothing short of appalling. From their lack of transparency regarding the upgrade process to their rude and dismissive attitude, they have failed miserably in providing satisfactory support to their customers. I sincerely hope that they take steps to improve their customer service practices, as no one should have to endure such treatment.Hub 3 stuck on ‘updating’ following upgrade?
Hello there, Posting for some help with an issue with our wifi. Our package with virgin is in my mothers name and recently she was called up about upgrading, something she did and we then immediately called up to reverse as the price she was quoted on the phone was incorrect and the real price was much higher. Anyways, we cancelled the upgrade and figured that was that, only to have a new hub arrive a few days later. We figured it would have been cancelled as it wasn’t even posted by the time we fixed the contract issue. We figured it’d just need to be returned and didn’t have a chance to call up about it. Skip ahead to now, around 5 days since then and the wifi is completely down, I cannot test the wifi for issues on the website and trying to log into the modem gets me on a updating screen. Virgin app is claiming the wifi should be at 1gb now. My best educated guess this is why the wifi is down and stuck on updating because it thinks it should be on the new router? Am I completely wrong here? Should I have just installed the new router or have I been correct in leaving it in the box. No request to return either modem has been made by virgin so I’m unsure. My mother doesn’t know how to use forums hense why I’m asking. I’m totally lost.