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Re: NEW PACKAGE - upstream channel missing
You'll need to insist on a TECH VISIT first, quoting that they are in breach of contract and their minimum speed guarantee, having confirmed it is not a general area service issue. When the Tech visit happens, ask them to use their signal meters and check all cables and connections (this officially is a tick box to rule all that out). Then, if not fixed or a cable repull identified, proceed to ask the engineer to escalate to VM NETWORKS team (you can't go directly to them). They will check the cabinet out as the home engineer can't do that. If you have a knowledgeable engineer with contacts, he might be able to ring someone who manages the CMTS your connection is serviced by. That has a range of statistics and tests. If he doesn't the networks team may do this anyway. You need to be polite, but firm and clear with your expectations from the home tech visit person.18Views1like1CommentRe: Unauthorised Contract Renew - Being Charged £870 for Early Disconnection
request a downgrade of my package. There you go. Changes to packages usually almost always these days mean a re-contract by the system, especially if you managed a downgrade and the item removed was not an add-on. The agent either didn't want to hear you properly, was incompetent and didn't realise the system would re-contract. In any event, legally, if they re-contract you, they have to read you your rights on the phone call/chat session. If they did, that should have been an alarm bell. You should have also got a new copy through of the revised contract too.25Views1like1CommentRe: 5gb speed Ireland launched
No demand for 5gbps, yet. If you want > 2gbps, you'll have to see if any ALTNETS are in your area and offering it. Most do SYMMETRIC (by default) 2gbps or 8gbps though. ALTNET Netomnia/You Fibre cover quite a few areas and offer 8gbps for £99 a month, with no in contract price increases and re-contracting with them means you can have new customer deals. Currently they provide an Asus AXE16000 router for the 8gbps, but they are about to move to their own branded router as most people on this package use their own router and the Asus is an expensive non-budget model. Most ALTNETS use CGNAT, so you may want to have a Static IP option, and most support IPV6 unlike VM. bidb.uk will usually show what's available for a given post code and future works by providers.8Views0likes0CommentsRe: End of contract
No guarantee of call back these days. Seek alternative providers. Before I re-joined as a new customer, they did not call me back (long term customer since 2007) and left it to a text message 48 hours before actual disconnection. Was too late, as I had made arrangements to slum it on FTTC on a monthly NOW contract (no longer available as monthly), just long enough to be new customer again after being missed around by retentions at first point of contact.55Views1like0CommentsRe: Virgin Media are liars and thieves
Why not small claims court if you have been overcharged multiple times? Here's a general outline of the process: Start with Virgin Media's complaints process: They have a formal process for resolving customer complaints, which you should try to exhaust first. 2. If the complaint isn't resolved, consider the Communications Ombudsman: This is an independent body that can review complaints and issue binding decisions. You'll need a "deadlock letter" from Virgin Media confirming they can't resolve the issue for this step. 3. If the Ombudsman can't resolve the issue, consider small claims court: This is the next step, where you can file a claim for the money you believe Virgin Media owes you. THIS IS WHERE YOU ARE NOW 4. Use Money Claim Online (MCOL): This is a free, online service on GOV.UK that allows you to file a claim and serve the court documents to Virgin Media. 5. Pay court fees: There are fees involved in making a claim and attending a hearing, which vary depending on the claim amount. 6. The court will send Virgin Media your claim: They will be given time to respond and state whether they will contest the claim. 7. If the claim is contested, a hearing will be scheduled: You and Virgin Media will appear before a judge, who will decide the case. NOTE: Most of the time VM do not even show up to contest, based on historic posts. Important things to consider: Evidence: Gather all relevant documents, such as emails, contracts, and invoices, to support your claim. Be prepared to present your case: You'll need to explain why you believe Virgin Media owes you money. Consider the costs and time involved: Small claims court can be time-consuming and potentially costly, so weigh the potential benefits carefully. Consult with Citizens Advice if needed: They can provide free advice and support on the process.8Views3likes0CommentsRe: Reduced package but still being charged full amount
The one thing I can say with certainty is that VM probably have the best procedures in private companies at TAKING money OR passing to debt collectors. As goslow says, do NOT cancel the DD as they give them excuses to charge even more and make it bulk up ready for a debt collector letter/visit. Unfortunately, you have to let them help themselves and then go after them, throwing a reasonable (under law) administration fee of £25 for your time. They won't pay it though, too many people not empowered to process decisions by top team management. Your only real power is at end of this contract by actually giving 30 days notice. Then they will likely contact you with a super offer (at this stage, outbound retentions normally get the contract correct) or walk off and be happy with another provider - whether that be an ISP on BT Openreach FTTP or an ALTNET (VM absolutely loathe ALTNETS as VM's NexFibre has had to ramp down FTTP roll out to new areas suddenly because the ALTNETS are starting to eat their customer base away as in IT news yesterday from Mike Fries himself on ISPREVIEW web site). You can see if an ALTNET is in your area by going to https://bidb.ukand entering your post code. If it's an ALTNET like NETOMNIA/YOU FIBRE, they give symmetric speeds (that is UPLOAD speed is same as DOWNLOAD speed), no in contract price rises, and ability to get new customer deal pricing when you renew contract. Most ALTNETS are symmetric speed too and far cheaper. If TV is required, you can just get Sky Stream from Sky for that as it works with any ISP unlike VM Stream/Flex, or use the NOW TV app for a limited set of channels. Most give a router or let you use your own and one off installation of the FTTP cable to the house is usually free. Most also have UK support teams too. For those that want a fixed static IP address that is routable over the internet, many ALTNETS also offer that for a small charge, and many have IPv6 support, unlike VM. Finally, if you are on VM's legacy FTTC network (that is coaxial cable to the hub), then the latency will be far superior on any FTTP network and it will feel much snappier and faster. This is because it does not have the overheads of DocSIS that VM has on its FTTC network (HFC) which adds latency.9Views0likes0CommentsRe: Out of contact prices for existing customers
Well, nobody can say you didn't give them the chance! Although I still balk at £96 PER MONTH for a bit of broadband and TV :) You may have been better off getting Sky Stream (Netflix included) with Sky and VM Broadband ONLY. I don't know your full package though, perhaps you have a lot of premium Sports.64Views1like0CommentsRe: NEW PACKAGE - upstream channel missing
You have an upstream noise issue and possibly power level issue on downstream bonded channels. Without seeing your stats, hard to confirm for latter. Sometimes this can be a faulty hub, it's usually connectors not tightly done up, a damaged cable or connector inside or outside the property. Thus is why you have intermittent loss of modem registration and obtain the correct channels. I'd ask VM for a tech visit if not an area issue as they can redo connections and fit an equaliser if power levels too strong. They can also escalate to networks if a cabinet issue or CTMS issue or request a cable pull if outside cable damaged (eg by rats or mice and water can get ingress).57Views1like1CommentRe: Wayleave
Your solicitor should have found this on the searches. If you believe they were competent, then likely there isn't one. It could have been just a verbal agreement for the neighbour and installer, but it has historic acceptance. If you have legal protection on your house insurance, you could ask the legal team what your rights are. Chances are, without a legal wayleave, that you may be able to remove it, but that it going to make neighbour relations worse, unless they do not use VM anyway. If neighbour uses it, see if VM will re-route cable away from your land, maybe public grass verge outside if one exists.47Views0likes0CommentsRe: Hub free upgrade
HUB3's are by VM invite only (email usually) or through re-contract negotiation. New customers on M350 or above are getting HUB5's (unless a stock issue) and as Adduxi stated, older hubs like SH1/SH2/SH2ac are getting a HUB4 because those old hubs no longer receive security updates to their firmware as end of life. Secure by Design rules under the 'Product Security and Telecommunications Infrastructure Act' (PSTI), came into effect on 29th April 2024. This requires, among other things, that manufacturers and retailers must be "open with consumers on the minimum time they can expect to receive important security updates” for their smart/connected devices. The new 'Telecoms Security Act', which sets out expectations for how telecoms providers should monitor and reduce the risks of security compromises relating to older devices (such as routers), which no longer receive security updates. This came into force at the end of March 2025.73Views0likes0Comments