Netflix Activation
Hi Everyone, I’ve got Netflix free as part of my package but I never received an activation email. I was already a Netflix customer at the time I moved to virgin media. On Sunday I spoke with Virgin via chat and was promised an activation email would be received within 24hrs! Nothing arrived. on Monday via chat again promised 24hrs and nothing arrived. On chat again Tuesday then told it will take upto 5 days but it’s Friday night now and I have zero faith anything will arrive or change. i can’t activate via the entertainment services page as that just gives a generic error. also raised via phone (almost impossible to speak with an actual person) with complaints team but again can’t see anything arriving on a Saturday/Sunday so we won’t be watching Netflix is my guess. Has anyone got any advice or been through similar. Starting to regret the move away from SKY.Solved4.6KViews3likes116CommentsHouse Move - Cannot View Account
Has anybody else actually gotten their account properly linked to their new property after a house move? No matter what I do my email brings up my old address/account details. I flagged my move in October. My broadband was finally installed at the start of Dec (delayed for over a month, but that's a horrific story for another time). Once the BB was installed I flagged to the engineer that my account and app were showing my account as 'closed' and had been for over a month by that point. I was assured this would sort itself within a few hours. I had previously flagged this to multiple advisors on the phone and on webchat while I was dealing with the mess of my BB Installation. Since the start of December I've now spoke to over 9 different advisors on here going through a vicious cycle of having to constantly verify my identity when I simply want the fault to be resolved or even just an update on what the heck is going on. I originally got one IT ticket raised to remedy the fault but it was seemly ignored. A 2nd IT ticket was raised 3 weeks ago and I've yet to have an update of any kind. I raised a complaint via the webchat team 2 weeks ago to try to get some traction on this non-moving issue. Today I've gotten an email saying my complaint is resolved as the fault has been fixed remotely... Surprise surprise it's still not fixed!!! Please can someone tell me they actually got this issue fixed without having to change their email address? I don't understand why my account isn't linking up, especially when I'm getting these misleading complaint resolution emails 😐 6 weeks since my BB installation and I cannot access my account; this isn't right.64Views0likes2CommentsSwitched From Sky But Still Charged For Both
When I switched from Sky in The summer I was told Virgin would inform SKY of my change of broadband but I had to tell them myself about the change of TV. I have just had a call from SKY saying they had not been informed by Virgin and so I have done so. This means that I have been double charged for 2 months for my broadband service. Who do I speak to to get this refunded. My understanding is that via the Ofcom ‘One Touch Switch’ process, Virgin are obligated to inform SKY about my switch. https://www.ofcom.org.uk/phones-and-broadband/switching-provider/easier-than-ever-to-switchSolved225Views0likes4CommentsJunction cabinet in my hedge
Virgin Media applied to the local highways agency to replace a 85cm high cabinet on the highway outside my house in 2023. They actually put a replacement 1.2m high by 1.2m wide cabinet in my hedge, next to my drive. Earlier this year they dug up my hedge looking for cables under the cabinet and the hedge is now wrecked. I can’t replace it with a fence because the cabinet is in the way. I’ve tried complaining but four months later I’m just being fobbed off with excuses or promised callbacks which don’t materialise. I want to escalate the complaint but am not sure where to go. Is it Ofcom or the Communications Ombudsman?618Views0likes28CommentsVirgin media withdrawn retention offer
After giving notice to cancel my services, I was emailed a revised offer, which I accepted. I then received written confirmation that the order had been placed and a Contract Summary Sheet, confirming a binding agreement. I was later informed that the offer would not proceed, with no adequate explanation. I acted in reasonable reliance on this offer and confirmation. The reversal raises concerns under the Consumer Rights Act 2015 regarding fairness and transparency. I have contacted Virgin Media's complaints team many times about this and am just being ignored. I am classed as disabled and VM know this and still ignore me knowing it will extubate my condition. What happened to the days when you was sent a offer you agreed to the offer and it was set up. Remember you sent me the offer you sent me the contract for the offer and then your websteam send this. Hi there, Thanks for placing your order with Virgin Media. We can see from your details that you have recently contacted Virgin Media to make some changes to your account, therefore we haven't made any additional changes. As you already have our services, any pre-payment that you have made online will not be taken. If you need to speak to anyone regarding the changes to your account, just call our team on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone. Kind regards, The Virgin Media team Looking though the discussion board this seems to be a ongoing trend which is very disappointing, your ceo has not changed so why has your company ethics? I am hoping that this can be sorted by a VM employee as they have done for others as there is only 12 days until my services end due to my cancelaction at which point Ill be getting them from another provider and have no other option than take this to the ombudsman.Solved158Views0likes1CommentConnection time-outs every now and then
Hello, My connection is getting annoying time-outs. For several years my connection was stable, but since 4-6 weeks the connection cuts off for 5-60 seconds every 5-90 minutes. Quite random, as you can see. Hub 3 I did all sorts of reboots, resets, cable checks, modem placements and anything I can think of. Happens on all devices at the same time. It goes on like that. The graph doesn't really paint the full picture. I don't notice the yellow spikes, but the red spikes should be 100%. This here is more accurate. Fine most of the time, but then random time-out. Power levels: ~+2 to +3.5 dBmV across all channels. Fine. SNR / MER: ~38–41 dB. Also fine. Post-RS errors are non-zero and fairly high on all channels. Not fine. The network log has it's fair share of Timing Synchronization failure and RCS Partial Service. Sounds like a bad splitter (I don't have one), bad cabling or a return-path issue only Virgin can fix. The outside of the house looks like this, openly at the street (quality work): What do?Moved home, account not activated, and account inaccessible. No WiFi 2 days in.
I’ve recently moved home and had let virgin media know ahead of time. The place already has Virgin installed so only required a quickstart and I brought my equipment with me. Day 1, no WiFi, no option to activate. Called CS they advised 24 hours. 24 hours go by, no WiFi. call again, CS refused to proceed with the conversation because of security questions around the new account that I’ve received no letters/correspondence for. Can’t confirm the bill amount or due date as the account isn’t even showing in My Virgin Media, only my old account showing as closed. rang back 10 minutes later and this time they were happy to speak and put me through to a manager without the security questions for the new property. Advised the kit was still active at old address and they would manually transfer and would only take a few hours. Another 24 hours later still nothing. I have no WiFi, and I can’t talk to anyone about it because I can’t confirm the details of an account I’ve never seen or had access to. has anyone else had similar issues with moving home? Anyways to navigate the abhorrent customer service team?Farcical Situation re botched install
I need some assistance please regarding an ongoing situation, that would be bordering on the farcical if it wasn't happening to me. In a Nutshell, I was due to be installed at my new address after moving, but on the day of the install, the engineer couldn't get a signal through the cable to my address, declared that it was dead, and arranged for someone to come and repull new cable. the next day a more senior member of staff came and checked what he'd declared and agreed with him, and confirmed the repull. The repull team came a few days later, to discover that the first 2 installers had not checked the junction box, and simply hadn't switched on our cable, and as soon as they did a signal came through, so they left having rebooked the install for a couple weeks later. He came to do the install on the 8th September, and was shocked to discover that the original cable did in fact need changing as the final stretch of cable, was full of nicks and has worn casing, exposing the copper wiring, which he warned us would mean signal strength would vary, especially in cold or wet weather, and had top phone a manager to get permission to complete the install, which was done with managers permission, but with photos taken & a promise that the damaged cable would be replaced to prevent against signal loss. Fast forward to December, and I chase the work up as wetter colder weather, meant that as warned by installer, signal kept dropping, tv kept buffering, Wi-Fi kept dropping out, phone calls became almost impossible to hear. I was informed there was no record of the request from the installer, and a tech engineerer was sent round, who agreed that that cable needed replacing. At this point a complaint was opened, as, i had gone three months at this point with a service that was fluctuating badly. The complaint went back and forth before a manager contacted me and advised that the best outcome was to await completion of the work, and then look at compensation etc. I the mean time the repull team came and discovered that they couldn't repull the cable, as, where the installed cable hadn't been touched in the 20+ years since it was laid on the street, the trenches had caved in, and so a dig team was to be booked to redig the trenches so the cable could be repulled and replaced. I was due a visit on the 30/12 but nobody showed up, and 2 calls to find out what was going on, resulted in me being told that they were coming twice, before 6pm passing with no show, and a call revealing they'd been rebooked for the 22nd Jan. Last Monday a guy turned up to take readings from our cable point outside the house, which provided normal readings, he took pictures to send in, but open speaking to me accepted that yes the readings at that point were normal, but that didn't mean they stayed normal, and he couldn't stay all day to capture readings when signal dropped, but promised work would still happen on 22/1 as planned. This morning when paying my bill, I noticed that the appointment had disappeared from my schedule, and rang in again, to be told that the signal test and pictures had closed the work order for the 22nd. I have got an appointment for outside work to be done on the 21st, as a result of my call, and pointing out that the signal test should not have cancelled the work as, the cable was still damaged and still needs replacing. I accept that there isn't a total loss of service, and the readings when tested have registered as normal, whoever I would like it acknowledged that I've never said the service totally didn't work, just pointed out that it does keep dropping out, and that the signal isn't at a normal level 24/7 leaving tv unwatchable, Wi-Fi slow at best and phone calls barely audible. At this moment I have no idea what is actually due to be done on the 21st, whether the permit to do the dig work has been granted and am at my wits end, as I've ben paying £100+ a month for a temperamental service, and being mucked around. I just want to be able to use my services to their full potential, and agree a suitable compensation package for what is now nearly 6 months of a farce. I apologise for the long post, I am just so frustrated with this whole situation.272Views0likes10Comments2 months later still can’t access online account!
Exactly what the title says. I still can’t access my “my vergin media app” despite bring reassured it’s a glitch and if I sign up with a new email it will do it. It hasn’t. It repeatedly says “we’ve found your account email, object object” and then goes off. I can’t access my bills or request an engineer as my broadband is waaayyy below what I’m paying for and keeps dropping out when I go into rooms where the router isn’t. Im at my Witts end with it & I’m thinking about cancelling if this isn’t sorted.72Views1like12Comments
Connection time-outs every now and then
Hello, My connection is getting annoying time-outs. For several years my connection was stable, but since 4-6 weeks the connection cuts off for 5-60 seconds every 5-90 minutes. Quite random, as you can see. Hub 3 I did all sorts of reboots, resets, cable checks, modem placements and anything I can think of. Happens on all devices at the same time. It goes on like that. The graph doesn't really paint the full picture. I don't notice the yellow spikes, but the red spikes should be 100%. This here is more accurate. Fine most of the time, but then random time-out. Power levels: ~+2 to +3.5 dBmV across all channels. Fine. SNR / MER: ~38–41 dB. Also fine. Post-RS errors are non-zero and fairly high on all channels. Not fine. The network log has it's fair share of Timing Synchronization failure and RCS Partial Service. Sounds like a bad splitter (I don't have one), bad cabling or a return-path issue only Virgin can fix. The outside of the house looks like this, openly at the street (quality work): What do?
