To think Virgin Media is the worst fucking company ever? Why is anyone with them?

[lurchersrule]

My account page says my broadband is up to 200mbps. Their app tells me it's actually something like 11mbps. I have rung and the automated thing reset the router which did fuck all. Their own engineer put the router next to the TV which their website says not to do?!!?

Ds can't play on Roblox, which normally wouldn't bother me but it's currently his only form of interaction with his friends. I'm a teacher so we all have live lessons next week, which won't happen if it's still like this. It's never been great and as good as it's meant to be but it's got absolutely shit since lockdown.

I've been on hold for nearly an hour. There's no live chat and you can't message them on Twitter. They were shit when I had it installed and I had no wifi for a week and now this. I fucking hate them. Only went with them as it was a great deal - even the Sky guy said it was a no-brainer to take the deal. God, I wish I'd stayed with Sky. My contract is up at the end of the month but at this rate I'll never get to cancel it and I want to complain!

I'm not UR am I?

They are crap. I bought a long Ethernet cable for DS's Xbox after they were completely unable to explain why my supposedly superfast fibre
Optic doesn't work in half the rooms of my house.

Yes they are awful. Had no broadband for past two weeks. They keep saying they’re fixing it.

They're better than having to deal with Openreach like all the other providers.

Anyway in a few years mobile broadband will really take off and I don't think people will bother with fixed line broadband anymore. Hopefully they'll all go under and it'll be their fault

Our wifi is good but the TV constantly pixilates and freezes. Virgin make it so bloody difficult to actually get hold of anyone to talk to, shit customer service.

They’re awful. Have been trying to amend my account and spent 3 hours on their live chat the other day, and halfway through the adviser said “sorry, I have to go to lunch now.” Then he quoted me twice what their website is quoting for increased WiFi.

I would change providers but for the fact I would then have to pay to get a BT line installed.

I have above the promised speed, BUT not on all devices. My laptop shows considerably lower speed, tv has to be plugged in with ethernet cable, however, phones are on above the promised🤷🏻
I also have router next to the tv👀

We've been with virgin for about 3 years now and never had a problem 🤷🏻‍♀️

I have had much better service from them then any other previous supplier, only one period of downtime which required new cabling. Speeds are consistently at max.

I just want to talk to them.

No online chat, no email, no way of getting hold of them but calling, and it's an hour's wait.

They've put the bill up by about a tenner over the last six months, anyone else would be cheaper but I can't even get hold of someone to tell them I want to leave. Which is the point, I guess.

Try as a company dealing with both Virgin Media and BT. You won't think Virgin Media are the worst then.

Maybe I'm lucky but I've been with them about 10years for tv, phone and broadband and never had an issue. Wifi is doing great with working from home and when friends come (pre lockdown!) and the kids connect phones and iPads they often comment about how good it is with multiple devices operating. My old BT wifi spent more time disconnected than connected!

Yes - you can never ever speak to them! With the installation I got as far as getting a complaint ref number I was so pissed off, but I let it go.

YANBU

Had a phone contract with virgin about 10 years ago - they managed to screw up the contract so badly that I was routinely over charged every single month for 2 years.
I had to ring each month to correct it, for whatever reason they couldn’t overwrite the original order.

Was such a faff and pain in the arse and I was also always skint back then so paying double every month was very annoying.

Swore I’d never use them again and so far haven’t!

We've had them for years now and threaten to leave constantly because their wifi is so rubbish but their tv package price is still much better than anyone else.

We could deal with it until the kids started gaming - we got to the point that there were hourly meltdowns. We've ended up buying a router and putting the super hub into modem mode. It's made such a difference, 3 live lessons and Xbox at once- no problem.

I spent ages saying I wasn't buying one and I shouldn't have to but for £140 harmony has been restored.

They used to be ok - I mean their call centre has always been rubbish, but you could get them on their forum or via Twitter and they'd do something.

I have had them hide behind data protection rules to not give me a refund (as in, you're entitled to a refund because of our crap service but until you prove who you are (again) we "can't" give it you". Yeah right. Just make the bank transfer.

However, I think Talktalk is worse. And Ryanair. And Sports Direct.

Well, I should say in the interests of fairness that I finally got through to someone 20 mins ago and her advice to reset the router with a pin seems to have worked and speed is now showing at 120 mbps (still not what is says on my account, but fast) and 33 in ds's bedroom so he's back online.

I think we may get one of those, Prof, as I was advised on another thread yesterday. I'd like to leave them but the though of having to send the box back, unplug everything, get an engineer out (the old BT line has gone) makes me feel desperate...

We've been with them since whenever they took over from Telewest.
Rarely have problems. Their engineers have always been excellent.
However their customer service - which used to be fine, has been really poor the last 2 or 3 years.
I also find it really annoying that they keep putting the price up, whilst advertising the same package at half the price to new customers.

Broadband is pretty consistent though, I I worked at home for a long time before the pandemic.

OP how old is the router?

Mine was dreadful, so they sent me a new router Hub 3. It's been fine ever since.

I spoke too soon - in the sitting room it's gone up to 145, in the attic it's 30, but in ds2-Roblox's king's room it's plunged right down to 8! FFS, I can't take the whining. How can this happen?

Thinking about it the router is diagonal from his room while I guess for the attic it's just going up 3 floors in a straight line? The woman said she'd ring me back but she hasn't...

The router's only a year old but is in a shit position next to the telly (that they put it in!). I don't see how I can move it without having wires going everywhere.

We have a TP Deco mesh (the M5) which means we can run 3 live lessons (plus 3 spotify at the same time) plus 1 teams meeting and me MNing with music. I don't have a problem with the quality of the broadband, I just to pay less for the telly and phone I don't use.

I had a nightmare with them.

I ended up emailing the CEO and got a reply within two hours from their Executive Team who resolved my issue. See below.

[email protected]

Had virgin for 5 years no problem until there was one!
Took an entire 10 days to actually speak to a human, their customer service is the worst I have ever experienced.
Over 4 hours in various phone calls and over 270 texts before I got to speak to the director of complaints Daniel Potts. Email him.

However they are the fastest and we did get compensated.

I agree. It took me 2 months to end a broadband contract after I moved house. Each time I called them and I called them multiple times a week, I’d been in the queue for 45 minutes. I have 6 contracts with them. I’m waiting for all of them to expire so that I can take my custom elsewhere.

@lurchersrule

The router's only a year old but is in a shit position next to the telly (that they put it in!). I don't see how I can move it without having wires going everywhere.

Mine is next to the telly too.

It doesn't however reach my daughters bedroom which is the other side of the house and through brick walls.

Get a TP repeater and place it half way.