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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to think Virgin Media are crap. They're charging me double and I'm getting half the service!

20 replies

JohnnyBee · 19/04/2019 22:19

I'm supposed to be getting phone and broadband for approx £19 per month and I'm only getting broadband for which they are charging me£40 per month! My phone has never worked ... something to do with capacity on our street.
I thought sky and Plusnet were bad but Virgin are even worse.
I've tried emailing and phoning to no avail.
Does anyone know the email address of their chief executive as that is often the best way to get anything done?

OP posts:
Wauden · 19/04/2019 22:24

Sorry, I don't have that information but I would like to tell him about the ripoff fee from Virgin also.
By the way, I plan to move from ripoff Virgin to Plusnet as have heard they are better, certainly the customer service.

BrightYellowDaffodil · 19/04/2019 22:33

I have had all of this with Virgin Media this week as my bill has increased from £19 to £21 to £30 in a few months. And apparently it will increase again to £35 in June.

Why the fuck would I carry on paying that when I can get what I need from Vodafone for £21 a month? Virgin Media’s ‘justification’ (such as it is) is that their broadband gets faster. Well, since I use my internet for generally web browsing and streaming iPlayer, I don’t need a gizallion megabits, 20 or so will do me fine. Stop making me pay for a service I don’t need or want, you greedy bastards.

BrightYellowDaffodil · 19/04/2019 22:34

@OP, have you tried tweeting them? That generally gets a response.

AnnieMay100 · 19/04/2019 22:46

If you contact customer service and tell them you’re thinking of leaving over it 9 times out of 10 they offer you a cheaper deal to keep you
You’d get more value from nowtv I’ve never liked virgin media personally

chickenfeathers · 19/04/2019 23:01

I feel your pain OP. Ring Virgin Media, but speak to the department who deal with ending your contract. I think they refer to it as"if you are thinking of leaving us press X". Just tell them you are not happy and are looking to move elsewhere, and I'll bet my bottom dollar they will do something for you. I've called on a few occasions, and they have always reduced my bill. Give it a whirl - you've got nothing to lose!

Good luck!

jessicawessica · 19/04/2019 23:08

I "joined" them in February. They dug up my driveway, put in a box, etc, then nothing.
Then I found they had cancelled my contract and I found it impossible to get in touch with them. It was surreal.
They turned up on Tuesday wanting to do "some work to the box". I told them to do one as they had messed me about too much.
Cancel your DD. They'll be all over you like a rash.
If they argue that you are breaking the contract, inform them that they are breaking the contract by not giving you the service that they promised.

losingfaith · 19/04/2019 23:17

No one I know has ever had a reliable service. On the whole it's been very very poor.

FiveMoreMinutesPlease · 19/04/2019 23:27

Very bad customer service. We had same thing - new contract but road oversubscribed so couldn't connect phone. It took about 8 months and many phone calls to rectify it. I eventually claimed they were e stealing money from me as I was paying for something they were not providing. That sorted it out.
I'd move but DH likes the broadband.

BrightYellowDaffodil · 19/04/2019 23:57

speak to the department who deal with ending your contract. I think they refer to it as"if you are thinking of leaving us press X". Just tell them you are not happy and are looking to move elsewhere, and I'll bet my bottom dollar they will do something for you.

That’s always what I’ve done before now and always ended up with the bill being put back to - or even lower than - the existing price. But they seem to have stopped doing that, I was repeatedly told there were “no offers available” but that there might be in the future. Fuck that, I’m not swallowing an 84% price increase in the hope of a few quid off in the future.

Eventually, I was put through to a “specialist” who - after a 30 min hold listening to the SAME FOUR SONGS OVER AND OVER AGAIN - told me he could knock £3 off and that was their best offer. Bugger that.

HaroldsSocalledBluetits · 20/04/2019 00:04

Also, if you do negotiate a better deal then you have to sign a new 12 month contract. They are gougers. Plusnet are a bit better but if there is a problem you are 40 minutes on hold. Do any of them have good customer service? I'm looking for answers along the lines of them dealing well with problems and not fucking you over after your introductory deal is done.

StrawberrySquash · 20/04/2019 06:06

I suspect my Virgin Landline doesn't work too but I only have one phone so can't check if it's the line or the phone. I really must get someone to bring one over!

balloonyellow · 20/04/2019 06:13

I cancelled with Virgin as they had a habit of sending me my bill over a week after it was due and wouldn’t change to email bills, so they could make money from late payment fees! I can see how Branson afforded his island nowGrin

x2boys · 20/04/2019 06:46

Yeah I'm having some problems with virgin media plu they seem to take whatever the fuck they feel like out of the account every month Hmm and my catch up and on demand weren't working all last weekend but sky arnt any better tbh .

lpchill · 20/04/2019 07:10

We moved from virgin to plus net and even though we get half the speed for half the money we don't notice it as it doesn't constantly drop unlike virgin.

We had loads of issues and it was due to the area being over subscribed and unless they ungraded the line we will always have issues. (Told this is very unlikely and years in the making)

PillowTalker · 20/04/2019 07:35

Virgin were good value for 12 months after installation on our street when we were on a heavily discounted rate, not worth it when it switched over to the regular rate

Mooey89 · 20/04/2019 07:41

Same here - recently doubled the cost of our broadband alone - from £21 to £44 -
Spoke to the retentions team who dropped it to £33 but even then the broadband drops out constantly.
Are any of the companies any better?

SoupySlide · 20/04/2019 08:08

They keep increasing the price for us, and 'improving' our service by giving us new channels, which we never watch. I only have the TV package because it's cheaper than broadband only.

The problem is, we're a large household of multiple devices - older teens/adult children with phones, consoles, tablets, smart TVs and I don't think the non-cable options have enough speed to cope with all the devices we have connected at any one time. So we're stuck with them and their stupid price rises.

Rubberduckies · 20/04/2019 08:18

I had a similar problem with Talk talk. Phoned them up and said if they couldn't do it for £x amount I would be leaving them and please transfer me to the correct department to cancel my contract. They came back with £x + £8 and I thanked him for looking and said I'd be leaving them. Miraculously he was able to do the price I'd asked for....

EnglishRose13 · 20/04/2019 08:26

We had an issue with our Virgin box in our living room so they suggested trying the box from a different room. That didn't work either so they sent an engineer who fitted a new box in the living room and took the two other boxes with him so we are paying for two but we've only got one! We need to ring up to complain but I'm dreading it. They're awful!

Wauden · 20/04/2019 08:40

My Virgin ripoff bill is now £52, yes £52 per month for landline and broadband. I did call them for a reduction but the man said they had nothing for me. So I replied that I would take my money elsewhere and he replied 'ok then.' 🤕

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