Trying to resolve a problem with voicemail
Hello. I've been trying to make a complaint about voicemail but end up waiting in a queue for a long time or the online form always gives an error. I've been having a problem with voicemail on a landline. I can dial up the voicemail and hear there are messages available but none can be retrieved. This problem was reported and an engineer came out. He couldn't work out what the problem was and suggested it we needed a new phone. We replaced the phone but this did not help. After a long time trying to get through to somebody, we eventually were handed to a technical team who claimed there was a known fault and the estimated resolution date was the 4th April 2025. This is still not working on the 7th. When I look at any known problems, none are listed for our area. Does anyone actually know what is going on and why is so difficult to contact Virgin Media Customer Help?Internet outages, packet loss, general lag for the past 6 months with terrible customer service
To whom this may concern, As the title suggests, I have been having random internet outages, packet loss and general lag for the past 6 months. Our internet is consistently inconsistent, having minimum one to two internet dropouts a day. We have had numerous technician visits to discover and fix the problem. The first two visits didn't resolve our problem, but then a visit in late June discovered that the internet cable from the cabinet outside to our house was damaged in some way or another. We were told that works for replacing this cable would happen within the next week, around June 3rd, but was then delayed to July 10th. July 10th came around and this work never happened. They delayed this date back to July 19th, and somebody showed up that day and said that they would be replacing the cable. Again, no work was done and the cable wasn't replaced. We were told that the date was delayed back to July 22nd. And again, the cable was still not replaced. The date was again delayed back to September 19th. I managed to complain online through the Virgin Media official twitter account and create a new appointment on September 3rd. Again, nothing happened. I confirmed with the Virgin Media twitter account that the original reschedule to September 19th was still happening. Again, nobody showed and the cable has still not been replaced. We now have a new rescheduled date being October 8th, but we are so sick and tired of these lies. We are not ready to wait another 2 weeks for Virgin Media to do the same exact things. We have tried contacting Virgin Media through phone (which is a extremely difficult trying to contact someone real in the first place), emails, and online through twitter messages. We have had little to no help or resolvent at all from any of it, just broken promises. It has been affecting my entire family - it has affected my final year of university (a computer science degree which heavily relied on the internet), it is affecting my job search and online projects, my online gaming, my fathers remote work from home, my mothers online lessons and classes, my brothers online courses and trading, my family's online entertainment. It is affecting everything. It cannot go on any longer. I can't even begin to describe how angry and frustrated we are. Why are Virgin Media refusing to replace our cable? Why are we not being updated on what is actually happening with the works? It's utterly unacceptable. We are looking more towards complaining to an ombudsman or taking legal action now, but I wanted to give this a try as a last resort. I had originally forgotten about this official forum page and I'm frustrated I haven't used this sooner. I have created a Broadband Quality Monitor from thinkbroadband.com and have monitored our service through there. I will attach some screenshots of the service that we have been receiving and broken promises from over the last few months. We demand that this cable is replaced and our internet fixed. We also demand some compensation for the unreliable service and support. I hope this can post can get attention from more Virgin Media representatives so that this problem can finally get resolved.Contract mid-sold
Contacted Virgin as my contract was coming to an end. I wanted a bigger bundle but the offers were poor. Somehow got talked into taking out 1Gb broadband and 02 together for £64 per month. I was previously on an ok deal of about £30 for broadband per month. Since they issued the 1gb box I’ve had two engineers out to get it working and it’s still not providing speeds any better than what I previously paying for at half the price. On top of that 02 data is rubbish in my City and non existent at my place of work which I was also told was good. Somehow virgin don’t recognise this a breach of contract. Worse yet the pods provided to get the previous broadband to work need upgrading to work with the 1Gb box which an agent admitted to me 3 months after contacting about a string of issues. The two engineers who visited got speeds to work of course on their apps while in the house only to drop to zero by magical misfortune after leaving. I’m outraged with Virgin Service robbing my account for poor service and as always they threaten debt collection if I suggest I’m leaving due to pathetic service unless I pay a massive fee to end their contract.Stream box disconnecting every time tv off
Received new stream box today as the one I’ve had for 2 months has never connected for more than a few hours and was faulty. Having spent an hour today in the phone getting the new stream box set up (rebooting the WiFi etc) as it wouldn’t find the stream, the same issue is happening. Either the tv doesn’t find the source or when I get onto virgin I either get not connected to the WiFi or no channels. The internet is connected. I have the Ethernet cable in too and have tried both connections. To get it to work again if the tv gets turned off means Resetting the modem, reconnecting the box and generally taking ages. Anyone else had issues like this as it’s beyond ridiculous. (We’ve had virgin for years but the stream box was to replace the older larger tv box (which always worked fine!)No internet since signing up to virgin - Abysmal customer service!
Hi, I am a new customer to Virgin and hoping someone from Virgin can assist as so far no one has a handle on my problems. Since receiving my ‘quick start’ router, there’s nothing QuickStart about it!! I’ve had no service and no one seems competent enough to get me up and running. Customer services are all based overseas and extremely poor/unhelpful. Also no one from complaints team UK is calling me back to give me any form of update. I’m at the end of my tether and going insane over this! I just want is someone at Virgin to take ownership of the issue and rectify/resolve it urgently! I am being as patient as I can but a customer really should have to keep calling through and speaking to customer services advisors and managers based overseas who clearly read off scripts! It’s day 7 of no internet now, what has been tried you might ask? 1) customer services resending the hit/signal 2) 4x different technicians have been sent to my home several times now and customer services just keep sending them out to do the same checks expecting them to fix the issue. They have swapped out the router/hub 5 times (all previous routers have been deleted off my account, one added each time, automatic and manual hits/activation attempted). All physical items and cabling has been checked multiple times by the techs (pit, signal, cabling, isolation point, router). The techs say it is 100% an account or activations issue. They say they can do no more for me and have escalated the case to their manager who has escalated it to the ‘Field Complaints Manager’ I’ve requested a manager that is dealing with the issue call me everyday now and I’ve not received one call from them! The technicians say they’re not allowed or able to give out their numbers… 3) My account has been reconstructed - routers deleted and then re-added one by one to no avail. 4) The original Hub3 I was sent just kept flashing blue or white I believe, hub4 just flashing blue or white too, same with the hub5 I have no idea what is going on at Virgin as no one competent from any team (customer service, 2nd line/technical, IT, Complaints/Cancellations, accounts, sales) seems to have a handle on the issue or calling me to discuss the problem! I am losing my mind having to chase everyday and getting nothing back! If by any chance anyone on here can help me on here I would be forever grateful. I’ve completely lost trust in Virgin and their customer service is absolutely awful, like talking to a brick wall! If by chance anyone from complaints or management sees this post my complaint reference is C-1406241327. Please do call me I can’t be without internet any longer!!!Symmetric speed saga
I was really excited to see symmetric speed available in my area (a XGSPON area) when it was first launched by VM. I requested it 5 different attempts via online chat with lots of different answers ranging from 'It's not available' to 'it will cost an extra £26/month'. After the 4th attempt I opened a complaint. The complaint responded saying I could have 1Gb + symmetric for a total of £45/month and asked me to reply - I did. Then today I get a phone call from a customer service person who rescinded the £45/month offer and said "It's not available, it's only available to 2k customers as a trial"... even though I told him if i go on the site and attempt to sign up as a new customer I have the option to select it, and none of the statements from VM or on ISP Review state it's a trial. He couldn't answer and just seemed keen to close my complaint. I said I was not happy with the non-explanation given, and then 5 mins later I get an email saying he's closed my complaint - even though I said i wasn't satisfied that the complaint had been dealt with. I've since reopened the complaint and am hoping it can get sorted by someone who knows what they're doing. My original install of VM was abysmal and resulted in a hefty charge to VM - I thought it'd be much easier than this to try and pay VM more money by getting an upgrade. The fact I've had to open a complaint to try and pay VM more money is ludicrous.Renewal Contract Issues
I was offered an online renewal contract (which I accepted) at the beginning of April (18 months) as my contract was coming to an end. The price was pretty much the same as I was paying, possibly just a touch more (but I felt this was reasonable). I accepted the contract and then continued to be bombarded by emails from Virgin letting me know that the contract was ending and I would be paying the un-discounted (very) high rate. I contacted Virgin, they assured me it would be resolved (it wasn’t). What proceeded over the course of 6 weeks, was me continually contacting Virgin to get them to honour the contract they offered me, I even tolerated not having TNT Sports anymore as part of the package, and have found staff to be completely unhelpful. I have been assured by no less than 3 customer service (if it can be referred to as that) representatives that the issue will be solved in 7 days. It has not been resolved, and I continue to get excessive bills, waste my time contacting customer service (who will never put me through to management with decision making powers) and constantly given the run around. Has anyone got any advice because I am done with this! (Have contacted the Comms Ombudsman to register a complaint).
