Virgin Media Customer Service Issues

I am experiencing a humming noise on my Virgin Media phone that makes it hard to hear the person on the other end. The phone is connected via a separate cable and I think water may have gotten into it. I have a new router that can support a phone connection, but it hasn't been set up yet. An engineer mentioned this would be done soon, but I haven't heard anything since. The broadband connection is working fine.

My internet ping is highly inconsistent, with the BQM showing an average ping over [redacted]. This inconsistency is causing me to drop out of calls, games, and videos/streams. The maximum ping doesn't even fit on the graph. I can't seem to find the live chat on the VM page. When I spoke to Virgin Media earlier this year, their speed test showed decent speed but did not address the ping issue. The fluctuating ping in online games ranges from 30-600ms every few seconds. Despite being told about "high utilization" in the area, which has been the explanation for years, the performance has not improved. Contacting VM directly is difficult due to long wait times and I cannot find the live chat. Sending engineers has not been helpful as they seem unaware of how to resolve the ping issue. The minimum guaranteed download speed of 181Mbps is not being met, with only around 80-90Mbps with a wired connection.

I recently became a Virgin customer and initially got broadband and telephone services connected on December 22, [redacted]. Later that day, I upgraded to the TV package and was informed onscreen that the TV box would be delivered by December 26. Unfortunately, the delivery did not arrive as expected. Currently, there are no open orders displayed on my account on the Virgin Media website, and I am unable to obtain confirmation of the new delivery date. I have been experiencing difficulties contacting Virgin's customer service. Can anyone assist me with this issue?

I received a call from your company offering a new package as a reward for my loyalty. Despite this enticing offer, the installation process has been a nightmare. I have spent hours over several days trying to reach your team to address the issue. As a result, during the entire festive season, I only had access to four channels and one radio station. There was no recording option, no live TV pausing, and no access to Sky Cinema. This meant that my household, which includes two teenage children, one of whom is disabled, missed out on Christmas TV entertainment. Despite being on the shielding list, I had no other choice but to endure this service outage. The promised new TV, double-speed broadband, and festive viewing options never materialized. I have been trying to contact your customer service for 33 minutes today, and it seems like a solution is not coming anytime soon. This experience has been extremely frustrating, especially since I did not request these issues. The poor customer service during these challenging times is disappointing. The difficulty in reaching your support team gives the impression that existing customers are struggling with faults and complaints, which is not a good look for your company.

I recently reached the end of my discounted period for my M100 broadband account, and I am not willing to pay the nearly 30% price increase. My contract concluded on July 11th, [redacted]. Virgin is offering a new M100 broadband package at a significantly lower rate, but it appears to be exclusively for new customers, which feels discouraging as a long-time customer. If I am unable to switch to this new contract at the reduced rate, I am considering terminating my account. Despite numerous unsuccessful attempts to reach their customer service via phone, I have now submitted a web form and am waiting for a response. The phone service mentions a potential wait of up to an hour due to Covid, which is surprising considering other companies have adapted to remote work. It seems Virgin is using this as an excuse to avoid addressing customer concerns. I am uncertain of the impact of canceling my direct debit in this situation.

Online order reference: VM[redacted] Virgin Media Account Number: [redacted]-02 I have a scheduled installation for a phone and broadband package with Virgin Media on the 27th of February. However, due to difficulties reaching out to your customer service, I have decided to cancel the installation. I have been trying to contact Virgin Media and the agent who set up the deal for four days without success. The provided VM phone numbers, [redacted] and [redacted]1, have not been helpful in reaching anyone. After waiting over an hour, I did manage to speak to an operator on the [redacted] number but was transferred to another department, where I experienced further delays. I would like to cancel the engineer visit on the 27th of February to avoid any unnecessary inconvenience.

For the last 2 years, I've been subscribed to Virgin Broadband's 350M package, but have never attained the promised speeds. Despite Virgin attributing it to our house's thick walls, even via ethernet, the speed remains 50mb below the guaranteed rate. We exhausted all troubleshooting steps to no avail. Virgin's contact system was unhelpful, leading me to abandon attempts to resolve the issue. Throughout the contract, we've endured substandard speeds below the guarantee, as no other providers in our area could match them, even at the throttled levels. Now that alternative providers are an option, I'm keen to terminate the Virgin contract promptly unless they can deliver the advertised speed.

I recently received a letter about a price increase but would like to cancel as I find the current cost too high. As a pensioner living on a basic pension, my daughter assists me by sharing her subscriptions for BT Sport, Sky, Prime, and Netflix. She is willing to pay extra on her Sky package to help me out. Comparing to my Brother-in-law's more affordable Talk Talk fibre package, I feel it's unfair that new customers receive better deals than long-time customers like myself. Last year, I experienced issues with my extra box, resulting in a refund of £30+. Despite the variety of channels, I notice repetitive content on my Virgin TV.

We have been experiencing continuous broadband interruptions and picture interference on our TVs for a few months now. Our subscription to Netflix has become useless due to the ongoing broadband issues. Despite Virgin being aware of the problems in Area 14, we received a letter today notifying us of a £4.50 increase in our bill, which is unacceptable. We have attempted to contact customer service multiple times, only to be informed of the issues in our area. Our estate has a community Facebook page and many customers are considering switching to Sky if these problems are not promptly resolved by Customer Services. Our account number is [redacted]03 for Jarratt, and we are incredibly dissatisfied with the service. There should be considerable compensation as we are paying for a service that is consistently out of service.

I am dissatisfied with the expensive package I currently have with Virgin Media. I pay almost £65 monthly for Virgin Broadband, Virgin TV (mostly Freeview TV), and a home phone we don't use (receiving mainly spam calls). Despite my attempts to contact VM for weeks, I haven't been successful. I submitted two complaints and received an email asking me to verify my account before offering a resolution. However, I struggle to reach them by phone; either facing long wait times or getting disconnected with a message to call later. The online help pages were also unhelpful. I've decided to switch to BT but need to inform VM. How can I do this?

Last June/July, Virgin Media shut down numerous Blueyonder accounts due to potential fraud issues. Unfortunately, I can't remember my security answer, and my bills are linked to the Blueyonder account. I desperately need assistance in recovering my password and restoring my Blueyonder email. I recently acquired a new iPad Pro and require the password to connect to the Wi-Fi. Since I have hearing difficulties and can't use the phone, I rely on your help to resolve this issue. Thank you.

I have encountered several issues with Virgin Media. As a four-year customer with recurring complaints before Christmas three months ago, I faced challenges paying my bill due to personal circumstances and the impact of Covid-19. In the final two months of service, I paid two months' bills totaling £32, with a balance of £15 for one month and £17 for the next. Upon explaining my situation to Virgin, I requested not to be disconnected due to payment delays. Unfortunately, they were unhelpful, provided incorrect information, and displayed poor customer service. Despite my efforts to reach an amicable resolution, they ignored my pleas. Subsequently, I switched to another provider due to dissatisfaction with Virgin's service quality compared to public Wi-Fi. After multiple letters promising contact, which never materialized, I recently called Virgin to arrange monthly payments. However, the next day, I received a letter from a debt collection agency claiming I owed £75. This unexpected turn of events has left me frustrated. Despite attempting to contact Virgin again, it seems my number has been blocked, preventing me from reaching them.

I recently ordered internet from Virgin Media Broadband about two weeks ago. When I checked the download speed, it was only 0.75 Mbps instead of the [redacted] Mbps I expected. This slow speed is making HD video streaming impossible. I have contacted their customer service about six times, and each time they suggest restarting the broadband, which hasn't helped. I hope someone reads this message and can understand my frustration. Please fix my download speed to at least [redacted] Mbps. Paying £95 for 0.75 Mbps is unreasonable. If this issue isn't resolved this week, I may not pay Virgin Media anything. Thank you for your attention.

Last Friday, an engineer named Ben (ID: [redacted]) came to assess my intermittent connection issue as I work from home due to lockdown. The fault was identified, and he performed a temporary fix by adjusting something called a Gelpack outside my house. He mentioned that on Wednesday, they would provide a direct cable connection to resolve the problem. Unfortunately, this fix did not occur as promised. In previous interactions, I was informed a hub would be sent to me, but it now seems that plan has been scrapped. Despite multiple attempts to address this issue, I am required to restart the process each time, and the solution offered is repeatedly rebooting my hub. Frustratingly, after spending approximately 8 hours on the phone with Virgin, I am considering finding a different provider due to the ongoing connectivity issues.

I recently received an automated phone call instructing me to reach out to my provider due to the imminent disconnection of my router within four hours, resulting in no internet access. My account number is [redacted], and my postcode is GL2 4US. Prior to entering any credentials on my computer, I require verification that the call was legitimate. If possible, could you confirm this for me? Thank you, Valerie

To whom it may concern at Virgin Media, I would like to address the issues with my account number [redacted]05. I have had a direct debit set up for the past 7 years and have never cancelled it. Since August [redacted], I have been charged for two internet services from two different accounts with Virgin. Every month, I need to call Virgin to pay for 5 Rusper Rd because they are not taking the direct debit that was established 7 years ago. I am being charged for services I did not use and was not aware that payments were not being processed. Despite discussing these matters with customer service in January and being promised no price changes, I am still being charged additional fees. There were days when my internet was disconnected due to Virgin's failure to process my direct debit payment. I am fed up with this situation. I want to know how to pay £29.99 to Virgin Media for the last month (I believe it was disconnected in March) and where to return the router. It is frustrating to constantly deal with payment issues even though my direct debit has been in place. This is an inconvenience, especially since I am rarely home to use the internet. Thank you, Mia M Rackevic

I have been deceived by a couple, Sandra and Suresh, who manipulated me into borrowing money for their personal benefit. When I requested repayment, they ignored me and are now falsely accusing me of giving the money to Suresh only, causing my family to side with them. Sandra and Suresh have been harassing me through phone calls, making my situation unbearable. The conflict escalated due to negative comments from my in-laws, which Sandra and Suresh exploited. They are currently troubling my family as I have no support. The distress caused by Sandra and Suresh has made me contemplate ending my life. Suresh also has another family with Eshwari and their daughter Aparna, which he hides from Sandra while using our money. Their actions have brought me to this breaking point, and I hold them responsible for any harm that comes to me.

I had a chaotic experience with the installation, as cables were left visible on walls and the technician did not want to work in the crawl space under the floor. Consequently, they drilled holes in the walls and floor, broke the skirting board, and placed the router behind the TV. The technician, Leanne, was on-site for around 3.5 hours, but the job could have been quicker if the cables were placed under the floor. An assessment of this work by a senior technician is needed as issues arose during the setup causing further problems, including misidentifying the cable not working and blaming me for it. The situation was eventually resolved after a colleague's intervention. The technician's approach led to a low satisfaction score, although the survey seemed misleading as it focused on the company and not the technician's performance. I request a senior technician to evaluate and rectify the situation.

I called to close my account on January 4th, expecting it to be closed by February 4th. Unfortunately, the closure was not processed, and I kept getting charged. After reaching out to Virgin, I was informed that my account was still active. I persisted and after a couple of weeks of trying, I finally spoke to a helpful lady in Sheffield who verified my initial call on January 4th and the expected closure date. She couldn't adjust the bills and had to involve her supervisor. Despite her efforts, I received multiple follow-up calls with no resolution in sight. Today, when I called again, I was directed to an overseas call center where the operator confirmed that the issue was escalated but provided no concrete solution before abruptly ending the call. I've noticed that my account is now closed and have stopped any future direct debits. Virgin owes me over £[redacted].

Yesterday, I received a package offering 500mbps for £53 a month, with assurance that nothing else would change. Later, I received an email indicating no package changes had occurred, and my internet speed dropped to 80mbps. After contacting customer care, I was informed the initial deal was not processed correctly, and to get the 500mbps speed, I would need to upgrade to the top-level channels for £54. I had not agreed to this and was not even offered this option initially. The representative who upgraded my package assured me everything was set up, but it became apparent he couldn't activate the new package and ended up canceling everything without informing me. I am frustrated by the lack of follow-up or communication from this agent and just want the promised package.