Author Topic: Virgin Media  (Read 93996 times)

Offline Sharado

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Virgin Media
« on: June 12, 2012, 02:08:07 pm »
I couldn't find a thread on this shower, but if I've not looked hard enough then mods please merge or move. I've just had it installed (4 days ago to be precise) and it's fucking broken already. No internet, no tv - nothing. Not a single fucking channel. Now I've either got to take a day off so one of their engineers can come round and ask me 'have you tried turning it off and back on again', or wait until saturday [it broke on sunday evening] with no service whatsoever. This is off the back of nearly 3, generally speaking, problem free years with Sky providing the same stuff. So some questions:

- Has anyone else had bad experiences with this lot?
- Has anyone left a contract with them early, and if so what were the consequences [if any]?
- Can that bearded twat do anything right, or is he more arsed about messing about with Usain Bolt than running any type of efficient service?

I'm absolutely fuming at the moment, and short of old beardy offering me a free space flight can't see me ever using Virgin again.

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Re: Virgin Media
« Reply #1 on: June 12, 2012, 02:11:16 pm »
Ive never used Virgin, but have haven't heard many complaints. No company whatsoever is perfect though. It could just be a one off problem.

And what exactly has Richard Branson got to do with it? He owns virgin yeah, but do you think he is responsible for your services going off?
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Offline brownie 09

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Re: Virgin Media
« Reply #2 on: June 12, 2012, 02:14:29 pm »
Weve been with Virgin for a while, never had any problems with them to be honest. Reliable internet connection, and the fact there doubling our internet speed for free in october is boss :d

Offline SalisburyRed

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Re: Virgin Media
« Reply #3 on: June 12, 2012, 02:32:35 pm »
I remember when we first got cable - it was NTL in those days - and the engineer didn't turn up on the day he was supposed to come and install everything.

Things, generally, got better when NTL and Telewest merged and became Virgin Media, but it's not perfect. We've had a few internet problems over the years, and it's a proper chore to ring technical support because you'll end up speaking to someone without a clue who just reads from a script and asks you to turn it off and on again.

Basically, if you've got a problem, keep at them. They'll acquiesce if you're tenacious, but if they think they can blow you off then they will. If you only got it installed four days ago then you're almost certainly still able to walk away from the contract without a fee (I forget whether it's seven, 14 or 28 days you get at the start of the contract). Use this as leverage.

Offline jamie_c

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Re: Virgin Media
« Reply #4 on: June 12, 2012, 02:42:34 pm »
Weve been with Virgin for a while, never had any problems with them to be honest. Reliable internet connection, and the fact there doubling our internet speed for free in october is boss :d

Just one word of warning, virgin are being a little bit sneeky with the doubling broadband speeds.  If you accept the increased speed then you are automatically signing up to a new 12 month contract with them.  Not the end of the world but it does mean you have less flexibilty if you want to leave for a better deal down the line.

Offline gamble

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Re: Virgin Media
« Reply #5 on: June 12, 2012, 02:45:24 pm »
been on cable since Telewest in the early 2000s and they were pretty good, had ironed out a lot of problems until the whole virgin media merger/buyout - a company that is trying to grow and develop whilst doing on the cheap, not a good combination.

Had problems with them too, especially when i got on the superhub. modem/connection issues, went through 3 modems in two weeks and had to pay a setup charge on top - happy days.

hit them up on twitter, or the virginmedia forums and complain. they usually kiss ass if you do that. do have a moan, try get some money back (or recompensated for the time you have gone out). does depend on your area (postcode lottery) and sounds like your engineer the first time didn't install correctly if everything is out.

when it works, it is brilliant. i have tried most of the isp providers alongside virgin to see whether it was worth moving, but they all have problems. depends on where you live but imo virgin does the best and fastest broadband. but for tv if u can afford it, nothing beats sky as much as i hate the murdoch mafia.

Offline Veinticinco de Mayo

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Re: Virgin Media
« Reply #6 on: June 12, 2012, 02:52:20 pm »
Weve been with Virgin for a while, never had any problems with them to be honest. Reliable internet connection, and the fact there doubling our internet speed for free in october is boss :d

Ditto here.
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Re: Virgin Media
« Reply #7 on: June 12, 2012, 03:00:02 pm »
Just one word of warning, virgin are being a little bit sneeky with the doubling broadband speeds.  If you accept the increased speed then you are automatically signing up to a new 12 month contract with them.  Not the end of the world but it does mean you have less flexibilty if you want to leave for a better deal down the line.
cheers for the heads up. Not changed company since the blueyonder days so will stick with it. Couldnt be bothered with the likes of BT etc they all seem to be quite a bit behind virgin with speeds and fibre optic cables etc.

Offline Terry_Tibbs

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Re: Virgin Media
« Reply #8 on: June 12, 2012, 03:06:09 pm »
Been with them since their Cabletel days (15+ years) and never had any major issues with them until last Dec when their 'service upgrades' meant I was without broadband for 2 days which was a right ball ache as I'd arranged to work from home to work on a project.

I kept on and on and on at them to give me an ETA for service resumption which they couldn't do at that point in time so I even tried contacting Branson via twitter and got a message back on there from one of their, and I'm not making this up, Virgin Angels.

As they couldn't give me an ETA they offered me ESPN free for the next years as a gesture of goodwill which I accepted and lo & behold the very next day my BB was back up and running and still had the benefit of ESPN free for two years.

So keep on at them and try and escalate the problem up their reporting structure and try and got hold of a manager in somewhere like customer retentions or one of their twitter Virgin angels and when you can get hold of someone who can actually do something try and get something worthwhile out of them for the inconvenience.

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Re: Virgin Media
« Reply #9 on: June 12, 2012, 03:14:00 pm »
Virgin been OK for me but a bit snide sometimes.
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Offline TheKid.

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Re: Virgin Media
« Reply #10 on: June 12, 2012, 03:36:12 pm »
Been fine for me, other than saying they were doubling speeds for free, then the next week informing us their prices were going up

Offline Les Willis

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Re: Virgin Media
« Reply #11 on: June 12, 2012, 03:47:58 pm »
I've had Virgin for about 8 months and have had problems with the internet about 4 or 5 times and the TV and phone a couple of times as well. When it was first installed, they had a setting on the box outside wrong, which caused the internet to fail intermittently. They do generally send an engineer out quite quickly once they've established the issue, but on the whole, I'd say I've been quite unlucky for problems. (Maybe my postcode).

Offline mb1111

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Re: Virgin Media
« Reply #12 on: June 12, 2012, 03:48:55 pm »
Havent had any problems with them, wish they didnt fuck with youtube on tivo though, it was perfect before and is now shit.

Offline keano7

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Re: Virgin Media
« Reply #13 on: June 12, 2012, 03:54:11 pm »
I couldn't find a thread on this shower, but if I've not looked hard enough then mods please merge or move. I've just had it installed (4 days ago to be precise) and it's fucking broken already. No internet, no tv - nothing. Not a single fucking channel. Now I've either got to take a day off so one of their engineers can come round and ask me 'have you tried turning it off and back on again', or wait until saturday [it broke on sunday evening] with no service whatsoever. This is off the back of nearly 3, generally speaking, problem free years with Sky providing the same stuff. So some questions:

- Has anyone else had bad experiences with this lot?
- Has anyone left a contract with them early, and if so what were the consequences [if any]?
- Can that bearded twat do anything right, or is he more arsed about messing about with Usain Bolt than running any type of efficient service?

I'm absolutely fuming at the moment, and short of old beardy offering me a free space flight can't see me ever using Virgin again.



I had the same problem with everything going off - The best way to sort it is to ring them and sound as angry and frustrated as you can (not in an aggressive tone) and they'll soon move into gear. We were told by one operator that an engineer wasn't available til Friday (This was on a Tuesday night) then when put through to another one 15 mins later, I was told that one would come round at 8am the next morning and they did.

They provide a good service when any problems arise i.e. if your virgin media box is broke then 9/10 they'll provide you with a new box for nothing.   
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Offline vNauuuM

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Re: Virgin Media
« Reply #14 on: June 12, 2012, 05:43:27 pm »
Fucking hate them! They say I should get 60mb broadband I get 10. Fuck them. I've had 5 engineers round jack all! But my mum's had 300+ in compensation :D
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Offline Logistiks

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Re: Virgin Media
« Reply #15 on: June 12, 2012, 10:51:49 pm »
Always worth looking at Quidco for Virgin Media. I've had two separate contracts with them now and had 150 paid through Quidco both times. Nice saving really!

Offline shelovesyou

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Re: Virgin Media
« Reply #16 on: June 13, 2012, 06:57:28 am »
Weve been with Virgin for a while, never had any problems with them to be honest. Reliable internet connection, and the fact there doubling our internet speed for free in october is boss :d

Same here, been with them since 2005 now, and never had one issue with them.
Superb customer service also.
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Offline Paul

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Re: Virgin Media
« Reply #17 on: June 13, 2012, 10:34:40 am »
I've been with them since blueyonder launched in Liverpool, never had any broadband issues until they started "doubling speed for free".

Now, I've got constant issues with the broadband, even though mine hasn't been doubled yet. And it's hardly free when you write to me 2 weeks later telling me the price is going up!

As such, I'm off to Sky. Mainly for the TV (cable TV has always been the poor relation to Sky TV IMO), and the F1 in HD. But partly because the broadband has pissed me off these last few months.

Offline bradigor

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Re: Virgin Media
« Reply #18 on: June 13, 2012, 11:43:31 am »
Been with Virgin for years. Just the internet and phone as I don't watch broadcast TV, so was a waste paying for it.
Have the odd trouble now and again, but if you call at the right time of day they are generally very helpful.

Offline TheKid.

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Re: Virgin Media
« Reply #19 on: June 13, 2012, 12:17:02 pm »
The engineers by ours are good too. When we had problems they gave us their card and just said
Ring them rather than going through the call centre

Offline kj999

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Re: Virgin Media
« Reply #20 on: June 14, 2012, 02:12:53 am »
7 years a virgin and not a complaint. fucking superb service and tech.
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Offline jaffod

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Re: Virgin Media
« Reply #21 on: June 16, 2012, 05:26:09 pm »
I was with Virgin for 5 or 6 years and to be honest their services were fine apart from 1 or 2 occasions the internet went down.
 Biggest problem I had with them was their 'customer services'. Phoned them to ask why I was being charged more for my broadband than what it was being advertised for on their website and got put on hold for about 10 minutes before being cut off completely.
 Immediately called back and cancelled the fucking lot and got everything off Sky including HD for less.

Offline timiano

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Re: Virgin Media
« Reply #22 on: June 16, 2012, 05:41:17 pm »
When it works it works well, when it doesn't, it's a complete fucking lottery to if you'll get somebody competent to sort you out.

Offline thekitkatshuffler

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Re: Virgin Media
« Reply #23 on: June 17, 2012, 10:58:09 pm »
I've been using them since BlueYonder and in the main I've been very happy.  Engineers tend to be knowledgeable and courteous and even the Indian call centres are better than most.  My XXL broadband has the tendency to be up and down more often than Rihanna's knickers of late though.
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Offline vNauuuM

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Re: Virgin Media
« Reply #24 on: June 18, 2012, 10:17:06 pm »
I'm hating Virgin Media at the moment!

Mum's been with them since 2004 well Blueyonder then Virgin.

They are treating us with crap internet in the area, they should fix their problems before 'Doubling Speeds!'
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Offline Spongebob Redpants

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Re: Virgin Media
« Reply #25 on: June 19, 2012, 09:09:31 am »
I was with Virgin for 5 or 6 years and to be honest their services were fine apart from 1 or 2 occasions the internet went down.
 Biggest problem I had with them was their 'customer services'. Phoned them to ask why I was being charged more for my broadband than what it was being advertised for on their website and got put on hold for about 10 minutes before being cut off completely.
 Immediately called back and cancelled the fucking lot and got everything off Sky including HD for less.

Similar here . To be fair , not had too many problems ( the odd time the internet drops ) but overall pretty good .

What's pissing me off though is the deals for new customers . Now I know they need to offer deals to attract new custom , but why should new customers get better package deals overall than existing customers , and cheaper too ? Spoke with one of their engineers recently who said a lot of people are geting pissed off about it . Some are cancelling their contracts and signing up as a new customer - only snag is you have to wait 3 months .

Will probably give them a call to see what I can sort out , and if no joy will probably jib it off !
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Offline Kashinoda

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Re: Virgin Media
« Reply #26 on: June 19, 2012, 02:42:16 pm »
There's always the odd complaint about Virgin Media (or a ton if you goto www.cable-forum.co.uk).

I've been with them since the Blueyonder days of 12 years ago, sure since the mergers with NTL and subsequently Virgin the service has dipped in some ways. But its still a good service. From a heavy downloader perspective, there are some decent ADSL providers such as BEUnlimited, but they can't get anywhere near the speed of cable. Even the traffic management isn't that bad (I used to despise it), just stick to the right hours and you can still grab terabytes. As for up time, there's been once instance in the last year where there was an outage.

They're decent on the phone if you want a good deal as well, threaten to leave... say you're unhappy. There's always someone with the authority to get you something cheap or free!
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Re: Virgin Media
« Reply #27 on: July 12, 2012, 03:50:20 pm »
Moved to a new flat on the 29th June - had called Virgin a few weeks previous and asked if they could visit to install on the 30th and was impressed when they said they could.  Got a call that morning to ask if I wanted them to come round at 11am instead of the 1-6pm timeslot and so everything looked good.

They sorted out indoors but found problems outside - their pit is in the middle of the busy road out front and so a night-job was necessary to gain access.  Chap said he'd call back at the end of the day to make sure as it was a bit of a confusing set up.  Two different technicians came at about 5pm that day and confirmed what the first fella said.  A bit frustrating but they said they'd report the issue and that I should expect a call to confirm the night-job and installation rescheduling shortly.

Monday comes and I figure I'd better chase it up - I'd been scheduled for installation between 1-6 a week on Tuesday.  Wasn't very impressed by that...plus, will the night-job definitely have been completed?  Spent most of Monday, Tuesday, Wednesday, and Thursday on the phone trying to establish these impossible-to-obtain details (and try and push for an earlier date) before being advised that the work had been completed earlier in the week and that the 1-6 installation for Tuesday would go ahead successfully.  Not very impressed at all, but what's a couple more days by then?

Tuesday tea-time, fella turns up to sort it out but says that it looks as though the technicians who visited last week (night job) had cabled me up incorrectly from the pit - the wrong cables have been cut and the signal is being sent to the wrong property.  He got on the phone to his manager and told me they'd both visit first thing the following morning (yesterday).

They turned up at 8am, set up their cones/fence in the road and had a look in the pit - the cabling is actually correct but there is no network supply to that pit and so I'm cabled up to nothing.  The lad who'd come the night before popped his head into my flat, said his manager was on the phone to the area manager and that I'd get a call shortly (seemed to be implying that it'd be within the hour).  Nothing came of that and so I called Virgin during the afternoon and made a further request for a callback - they said no overnight work request had ever been raised and that the first record of anything involving my account had been created on the Tuesday (10th) - "expect a call within 48 hours".

I've been back on the phone getting nowhere today.

Seems as though it's a complete mess and that communication is severely lacking, leaving indivudials clueless as to how to go about undertaking their responsibilities.

They'll be getting my phone-bill when all this is sorted  :no

Offline Goatse

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Re: Virgin Media
« Reply #28 on: November 8, 2012, 07:40:25 pm »
Anyone use Virgin on Demand?

Trying to find out what 3d movies they do and how much they are

Offline gamble

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Re: Virgin Media
« Reply #29 on: November 9, 2012, 03:48:03 am »
Fucking hate them! They say I should get 60mb broadband I get 10. Fuck them. I've had 5 engineers round jack all! But my mum's had 300+ in compensation :D

Wtf. Just checked, should be on 60mb and I'm getting a whopping 13mb. Wtf. I pay something like 50 a month with a phone line.

Had major problems the first week i got the superhub, had a replacement sent out and after that was ok for the last year. Been on cable for nearly ten years now, service under Telewest by 2004 was actually pretty good. Then all turned to shit once virgin bought it all out. Overpromise, undeliver and run to budget. bad combination.

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Re: Virgin Media
« Reply #30 on: November 9, 2012, 06:26:48 am »
Popped in here hoping for something else :(
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Offline Goatse

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Re: Virgin Media
« Reply #31 on: November 9, 2012, 11:15:17 am »
I have a friend who works there who has got me on the top package for 30 quid cheaper than sky so I would be mad not to take it, just hope its not as bad as some people have made out

Offline Paulie's Wallnuts

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Re: Virgin Media
« Reply #32 on: November 9, 2012, 11:30:29 am »
I had Virgin for a flat i was in about 18 months ago. We'd moved out because we couldnt afford the rent any more and then moved in with family for a month before we found somewhere new.

You'd think Virgin would be quite understanding but oh no. They charged me a cancellation fee of about 170 (whichi i can sort of understand as there's contracts and all that) but it took me 4 weeks to get it through that i couldn't take Virgin with me to my next place as i didnt have one of my own and the family all had Sky. They were basically insistant that i took it with me despite speaking to about 6 people who were all based abroad.

When i had it, it was all good. They're customer service centres are all appalling though. Probably because they outsource to the cheapest possible bidder.
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Offline SalisburyRed

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Re: Virgin Media
« Reply #33 on: November 9, 2012, 11:59:36 am »
I have a friend who works there who has got me on the top package for 30 quid cheaper than sky so I would be mad not to take it, just hope its not as bad as some people have made out

It's fine. Their customer service is a bit of a nightmare when the internet stops working (beyond "please turn it off and on again", they're usually a little clueless), but the actual internet and TV service is pretty good.

Offline Goatse

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Re: Virgin Media
« Reply #34 on: November 9, 2012, 12:29:54 pm »
It's fine. Their customer service is a bit of a nightmare when the internet stops working (beyond "please turn it off and on again", they're usually a little clueless), but the actual internet and TV service is pretty good.


Good stuff!

I did a speedtest last night on sky broadband and I was getting 1.9meg after I restarted my router! Awful!!


Offline damian

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Re: Virgin Media
« Reply #35 on: November 9, 2012, 01:12:48 pm »
Years ago I despised them (particularly when they were NTL and just after they changed their name). Had numerous issues, including an engineer being sent to the wrong house, the next engineer turning up but leaving without getting the internet working, the next one wanting to dig up the garden to lay a new cable when all it needed was the cable indoors stripping a bit (fixed it myself before cancelling the excavators) etc.

However, been much more impressed with them in the last few years as far as broadband is concerned, not had any issues until this week - just been upgraded from 50mb to 100mb, but whereas before the upgrade I would get 50mb consistently I'm now lucky to get over 30mb. However, they've got an engineer coming on Monday to look at it as they think there is an issue with the router (though I'm not convinced as at times I'm able to get 80mb/s+, so its obviously capable of it).

I did however cancel my TV subscription a couple of years ago and went to Sky due to their V+ boxes being incompatible with energy saving light bulbs. Not my words, but the words of their engineer, backed up by one of their support staff. Apparently this causes a problem where changing channel via the remote takes ages, it then flicks through 10 or so channels at once. I can only assume that the light bulbs are magically storing all the commands from the remote, before sending them in bulk to the box :)

So would certainly recommend them for broadband, but not for TV if you use energy saving light bulbs.
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Offline G1 Jockey 4(betfair)

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Re: Virgin Media
« Reply #36 on: November 9, 2012, 01:15:23 pm »
They are dercognising the cwu


So they can fuck right off.
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Offline Goatse

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Re: Virgin Media
« Reply #37 on: November 9, 2012, 01:28:34 pm »
They are dercognising the cwu


So they can fuck right off.

what does that mean in English

Offline brownie 09

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Re: Virgin Media
« Reply #38 on: November 10, 2012, 10:16:11 am »

Offline Upinsmoke

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Virgin Media
« Reply #39 on: November 10, 2012, 10:40:36 am »
A lot of people raved about that tivo box, I'm a bit dissapointed to be truthful, its slow a fuck and navigating shit takes ages. Coming from the sky box like, I'm on the top  package for TV, but I'm cancelling when my subscription ends as it just isn't worth it. Broadband is fine. Except the hub when used wirelessly.