Major Connection Issues Hub 5x
My VM connection completely dropped off on Monday 24th around 5pm. It was very intermittent since, coming on and off, tried shutting the hub down and restarting. I'm on a Hub 5x the XGSPON line. Resetting to factory settings (which would temporarily restore service at a decent speed only to drop to being poor soon after). Initially in my VM app it showed they could see a fault in the area and that we could book an engineer. Later on this disappeared, saying no faults in the area. We tried calling VM, which was futile as they constantly drop the call after a robot message. I left it overnight, to Tuesday 25th. The connection is intermittent, or running very slow anyway. Plugging anything into the ethernet port, my houses switch, doesn't work, none of the device wired throughout the house work. I tried through a unfi UCG gateway, which shows 100% packet loss. But connecting to the VM hubs wifi, gives an intermittent though poor speed connection. I contacted VM in the evening and get through to someone, who runs me through the usual tests, and says they can't see an issue on the line after checking with level 2 support, annoyingly, running samknows, it was apparently showing full speed to the hub and to my mobile....yet it was struggling to load a basic Google search. But now day 3, 26th, same problem. Still a poor connection, nothing connected to the hub via wire works, e.g. my network switch and any devices wired to it dont seem to work when i try via cable, trying the UCG gateway sends signal to a wireless AP, which sometimes connects and sometimes doesn't, or connects without Internet or very poor speeds. I'm not sure what the issue, and VM seem useless. Another guy on the phone prior had said it would resolve by yesterday evening as they were aware of issues, which was clearly not true just to get us off the phone. The guy I had spoke to from the technical team said I was the first person he'd spoke to on the day about having intermittent or poor connection issues. Advice on what it could be, whether hub, connection or what else to get would be appreciated. Observations Hub light has stayed white, not changed to anything else. Even when reset, it stayed white. Hub also is in normal router mode, no changes there. Can only get some level of service when connected to VM hub wifi, though poor speeds Ethernet Wired devices, like connecting a switch to it, does not work, and also seems to cause connection issues for the devices connected to the hub on wifi Unifi Gateway when connected, shows 100% packet loss from the Hub, SamKnows tests apparently show normal speeds to the hub and to my mobile, but it cant load a google page sometimes.... Other wired devices I have tried, at times give an error "Error obtaining IP" or something similar Resetting the hub to factory settings, briefly kicks things to working sometimes, not everything, and then quickly diminishes to poor service again. Even when connected to the VM hub now, as long as the connection is stable, it shows I am getting half my usual speed on tests, but is behaving way slower, e.g. could be showing 60-70mbps, bit still struggling to buffer 1080p youtube videos at times etc. Things tried: Restarting Hub Resetting to factory settings Plugging devices on the ethernet ports, the ports work, but devices like those through a switch get no internet, or give "connected without internet" error. Called VM, they had me do all the same, also reset things from their end. I hear the Hub 5 had some sort of issues with DHCP, or devices being assigned IPs, could this be something similar? Thank you.Terrible Service when Moving Home.
I am due to move to a new home that is not currently supplied by Virgin Media, meaning I cannot take my services with me. I gave Virgin Media my new address and moving date, I was told I would be given an email address to which I should send proof of my new address so they could waive the early cancellation fee. I did not receive any such email, I had to find an email address myself. I emailed a copy of my mortgage agreement but heard nothing back. I had to start a very convoluted web chat, only to be told the evidence I had sent was not acceptable, I asked why and was told that they did not know. I resent the email with the mortgage agreement in a different format. I wrote in the email that I would like conformation that the evidence was received and that it was satisfactory. Again I got no response. I have since printed the mortgage agreement and sent a hard to copy to Virgin Media, writing in the accompanying letter that I would like a response to confirm receipt of the documents and that they are acceptable. I have had no response. I have tried to call Virgin Media to discuss the matter, but have been on hold for hours. This feels like a deliberate attempt to run the clock down until the 28 day limit on sending proof of address is reached, and they can then charge me the cancellation fee. I would like to have taken my Virgin Media services to my new home, but, through no fault of my own, I am unable. I now feel that Virgin Media are treating me like I have done something wrong and, unless I can prove otherwise, will charge me a huge amount of money. I have the documentation to prove my new address, but it feels like I am being blocked at every turn when I try to submit my evidence. Before this, my experience of Virgin Media was positive, the services were always reliable. The way I have been treated since telling them I have to leave has left me feeling angry and I would now avoid ever having anything to do with them in the future. Moving house is stressful enough, without having to battle Virgin Media to avoid charges that I simply shouldn't have to pay. The customer service has been disgusting. I will be making a complaint to the communications ombudsman and I will not be paying the early cancellation fee as I have tried to do everything asked of me.No renewal contract but Netflix downgraded
I renewed my package as per my online account which stated ‘Choose this deal and keep your current Virgin Media plan without losing anything.’ I received conflicting information and prices from Customer Services, but in view of the above statement and that my pre contract documents stated ‘Netflix Standard’, I renewed. I have today received an email from Netflix confirming my plan is now with Ads. However, I have not even received my formal contract documents from Virgin and my account has not even been updated. Virgin have misrepresented the renewal of my contract. It stated in writing I would not lose anything and therefore my services should be exactly the same as what I was receiving prior to my renewal. Additionally, my online account stated one price 2 months before renewal, but increased the cost 20 days before it was due. Nowhere did it state that the price would increase the closer it got to renewal. I am now paying more for less!!! The service from Virgin is abysmal. I have been a customer from 20+ years. At least it seems that Sky are upfront about their services and charges. I expect to receive what I signed up to (the same as I had before) and I will take this matter further, but I am unsure what steps to take, as when you call Customer Services they are very unhelpful and previous experience with the Complaints Team is that they do not actually read your complaint. Any advice?No Early Termination Fee in final bill
Hello, I cancelled my services on 23/09/2024 and was told over the phone I'd incur an ETF of around £80 and the final amount would be stated in my final bill. However, I have yet to receive a final bill. Since cancelling I have received 2 bills for my October and November usage. My broadband has now been disconnected. Frustratingly, I joined youfibre who offered to buy out my contract, providing I send them a bill that itemises the fees - which I have not received. I raised a complaint on 06/10/2024 and was assured that I'd receive the final bill that outlined the charges by 24/10/2024, but I've just received another bill for November. This is hugely frustrating. Can anyone help?Virgin O2 Volt Cancellation issue
In November 2021, I entered into an agreement with Virgin Media for a broadband connection, which included an O2 phone contract at a reduced cost. Unfortunately, due to complications during the broadband installation, the service had to be canceled. Regrettably, the cancellation process did not extend to the associated O2 phone contract, leading to me incurring charges beyond the initially agreed amount of £3 extra a month on my broadband and instead having to pay £15 a month which subsequently was raised to £19.64 for unknown reasons. Despite numerous attempts to resolve this issue over the past two years, the O2 phone contract remained active. This has resulted in me paying more than initially agreed upon, a situation that has negatively impacted my credit history due to a failed payment when I first attempted to cancel the service. My concern is no query I have took up with o2 in the recent or distant past has ever been addressed. This includes someone using my details for over 4 years and the numerous attempts I’ve made in order to get this contract cancelled. When contacting o2 I get told it’s a virgin problems and when contacting virgin I get told it’s an o2 problem. My last call I was told it was an o2 360 problem yet I was still unable to get anything resolved. To top this off I called to cancel my contract on the 18th of January and this wasn’t actioned which resulted in me having late payments on my account. I attempted via chat 3/4 times and was again told this was done before eventually managing to cancel through Twitter or X as it’s currently known. This has negatively impacted my credit rating. To clarify, I have never used or even activated this sim! I want to emphasize the urgency and severity of this matter. Not only have I been financially burdened, but the consequences extend to a negative impact on my credit history which has affected credit applications and hindered me since. I have no escalated this to the ombudsman and if that fails I will go down the small claims court route which I’m reluctant to because I don’t believe any refund I will get via small claim can compensate for the time and stress this has caused me. I am also owed money by virgin that they will not release even though they have stipulated that this is owed to me. Has anyone had this experience or does anyone have any advice that can help?Check your contracts for additional fees!!
I have had to raise a complaint with the communications ombudsman today after weeks of getting nowhere with Virgin Media directly. I strongly recommend that people check their contracts as there were additional charges added to my contract after it had been agreed. The way they treat customers is appalling and frankly dishonest... The details are: On 22nd June 2023 I contacted Virgin Media by phone as I had received an email stating that I could add Sky Sports UHD to my package for £3 per month. During the call the lady that I spoke to told me that she couldn't apply the offer, but was unable to give a reason why. She said that she could add Sky Sports UHD and some additional Sky Cinema UHD channels for £4 per month. I clarified with her that I would get additional sports and movies channels for the £4 and she said that I would. I agreed to the changes to my package and was told that my package would be £67.99 p/m until December 2024 and was sent a 'Virgin Media Contract Summary Sheet' whilst on the call to this effect. When I got home I found that I had Sky Sports UHD but no additional Sky Cinema channels as promised. I contacted Virgin Media to complain about this and after spending time on hold and on the call was told that it would be looked into and someone would call back. Nobody called me back - but for the sake of £1 a month I decided not to pursue the complaint further. On 21st September 2023 I had cause to look at my Virgin Media contract online and saw that the contract was until December 2024, but had price increases taking the cost to over £160 in February 2024. I had never agreed to these price increases, and they were not on my contract summary sheet. I contacted Virgin Media immediately and whilst on the call the line dropped out and the call taker never called me back (despite earlier confirming my contact details). I raised a complaint online (C-2109231818) the same evening. On 22nd September 2023 I called Virgin Media again and after spending a long time on hold I spoke with Jonathan. Jonathan explained that he would need to listen to the call tapes from 22/06/23 and said that he would resolve the issue. He was very apologetic and said that he would get back in contact with me by the following Tuesday (26/09/23). Whilst on this call I requested a copy of the call tapes myself under the Data Protection Act - he said that he would submit this request but that the recordings could take some time to get to me. I heard nothing from Jonathan so on 02/10/23 I contacted Virgin Media again. I spent 35 minutes on hold and eventually got through to Harooj. Harooj told me that Jonathan had updated the system to say that the tapes were taking longer than expected. I asked Harooj to contact Jonathan to ask him to update me. Harooj reassured me that the matter was still being dealt with and that as I had contacted Virgin Media twice after making my complaint online the complaint wouldn't be closed until it was resolved. I heard nothing further until 20/10/23 when I received an email from Virgin Media saying that as they hadn't heard from me in 28 days they were closing my complaint!... This is despite the fact that I had phoned them twice since making my complaint. The email directed me to the communications ombudsman if I wasn't satisfied. On 27/10/23 I contacted Virgin Media again and after another 15 mins on hold I spoke with Ahsan from Virgin Media Retention Tier 2 Team. Ahsan said that he would get this sorted for me and said that he would be applying for a credit to be added to my bill for £93.50 from February 2024. This credit would bring the price down to £67.99 until December 2024 in line with the agreement made in June. Ahsan said that there was very clear evidence on the account that the information they sent out to me at the time I agreed the contract was that I would be charged £67.99 P/M until December 2024 (I assume he was looking at the contract summary sheet sent to me during the call). Ahsan said that he couldn't see the credit being refused as the evidence was there to show what had been agreed. I spent an hour on this call but was relieved to finally feel that the matter was being resolved. On 02/11/23 I received a call from Ahsan stating that they won't be applying the credit of £93.50 to my account from February... but that my contract will end on 21 February 2024 so to call on 20/01/24 to sort out a new contract. I advised that I'd be raising a complaint with the ombudsmen. As of 04/11/23 my contract online is still showing as running until December 2024 with price increases of £93.50 in February 2024. This issue has taken hours of my time on the phone to resolve and has caused me significant stress as I have been worried how I will afford my bills from February 2024. I was lied to at the time of the call in June about getting extra movies channels and then price increases were inserted into my contract that I was never told about and never agreed to. Virgin Media staff have repeatedly failed to get back to me. I have never received the call recordings I requested. Ahsan finally acknowledged that the information sent to me on 22/06/23 was that my contract would be for £67.99 per month until December 2024. He has tried to apply the appropriate discount which has been refused... Therefore Virgin Media have failed to honour the contract that they agreed; instead hoping to push me onto a more expensive contract in February 2024. If I failed to pay my bill, only paid part of it, or decided to end my contract early there would be consequences... Either through my credit rating or financial penalty. It is wrong that Virgin Media can treat individuals in this way without any repercussions. They have: A) Given false information over what additional channels I would get when selling me the new contract in June. B) Inserted significant price increases to the contract without notification, consultation or agreement. C) Repeatedly failed to address the issue and failed to contact me back. Causing me a lot of stress and wasting hours of my time. D) Closed my complaint saying that I hadn't contacted them - when I had. E) Acknowledged that the contract agreed in June was £67.99 p/m until December 2024... Then refused to honour the contract. Beware of this company!Continual Installation Cancellations
I've taken out a contract with Virgin Media for TV Broadband and mobile (Nov 2023). Installation of TV and Broadband was due at the beginning of December. The sim for the mobile arrived first week of December and is in use. It costs me £25 per month (rather than £6 on my previous Sky sim) and is part of a bundle deal, I didn't want the mobile sim but it is a requisite of the bundle so it's active and in use. The TV and Broadband installation has been put back 6 times and is currently committed for the 24th Feb 2024, nearly 3 months late already. From reading the forums here, I see this is nothing compared to delays up to 1year! I've spent many hours on frustrating calls with the pre-installation team who promise the next date and then of course it doesn't transpire. Each time I have to roll on another month with my previous provider (Sky) to have TV available for my family and Broadband for my business at home. I'm out of contract with them so they are charging me £100 more than I was previously paying per month. I spoke to Anna in the pre-installation team during my last cancellation (prior to two I've just received today) who was very transparent. She told me in her experience this date (even if committed) is not fixed and may well keep getting moved back. She's told me it could be up to 6 months in her honest experience. Whilst I appreciate her honesty, I'm very disappointed with every other Virgin representative who I've had to go through this nightmare install with. They have continually assured me my installation will be completed by each extended date. Reading the forums I now see this is very common. My situation now is, I'm stuck with both hiked-up out-of-contract costs with Sky, plus an expensive sim that I never needed but had to take, with no clear end to this in sight. On top of this, I've been told by Virgin I can not be helped in terms of any compensation for not only the extra expenses I've incurred through no fault of my own, or time lost dealing with difficult and inconsistent customer services as I'm not technically an active account – even though the mobile part of the package has been active since December. It sounds like I'm locked into this nightmare in the hope the next install date is honoured. I've got no idea what to do. Apparently, a complaint has been raised and I might be able to request compensation IF I ever get this activated! I was due a call back from the complaints department within 72 hours, 2 weeks later I'm still waiting and have just received two further cancellations. This latest cancellation was two days before the most recent install was due. How is any of this fair or reasonable? It sounds like it is a case of continuing like this for many months or cutting my losses, with £250 down the drain (so far) – thanks Virgin. I'd at least appreciate the callback from the complaints department as I was promised, I've got a complaint Ref no ready.Is Virgin media the worst service company in the world?
So where do I start, 7 days ago I rung up a very rude lady at Virgin Media customer service, I explained that my V6 box was faulty and making very strange noises and couldn't get past the welcome screen the very blunt lady offered me a technician visit which I explained that due to my wide being unwell they would be unable to enter the property, I asked my options such as upgrading to the 360 box and was met with a no, but after being transferred another lady upgraded my account and confirmed the box and remote would be with my Wednesday, fast forward to Wednesday and Yodel did deliver, but only the remote.. funny enough I cant watch any TV with a remote only, so another call and no record of the box, back to booking a technician visit and the same conversation that they are unable to enter and I had already paid for the upgrade, promised that the box would be here no later than Saturday, Thursday comes and no appointment on the app so another call, guess what no record.. so here we go again another false promise, Friday comes and I get through to technical support and the lad with approval from his supervisor credits me £25 and a box would be here Saturday, guess what.... nothing! I have lost the will to live, I have escalated without any success and the next step is 8 weeks time I can lodge a formal complaint with an outside body about Virgin Media. Shame on you Virgin you have the worst client experience I have ever had, and a sick wife with no entertainment in her life, but she can look at that the remote and dream of watching TV while I line your pockets.