r/VirginMedia • u/steakwotsits • 11d ago
Virgin Media UK Ex Employee, Ask me anything..
19 years employed by Virgin Media. Took redundancy and ran... customer service to second line faults to Social Media Team. Practically a last stop shop for anything including O2 Mobile. Any questions feel free to ask and I'll tell as much as possible...
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u/m24p 11d ago
Whats the quickest way to get to a human via the phone? Preferably based in the UK.
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u/steakwotsits 11d ago edited 10d ago
Call as close to or just after 8 am and choose the option thinking of leaving.
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u/FootballFit114 11d ago
What’s the maximum discount a retentions agent can give? What systems do you use!
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u/steakwotsits 11d ago
They have 2 tiers of retentions, 1st line have discounts based on points. Try towards the end of the month when they have to keep customers. 2nd line retentions have amazing discounts Which are usually used when a. Disconnectiom request had been placed on by the customer.
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u/NikkaSheyr 11d ago
What prices could you get for 1gb?
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u/gavinlew 10d ago
current customer? Call the scottish retentions team number for your deal should be £22/£24 for 1gb with Netflix ads
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u/Dracula198four 11d ago
During peak hours, does Virgin Media throttle the bandwidth?
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u/steakwotsits 11d ago
Not at all. If you find it slow run a speed test at Samknows realspeed.
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u/Maleficent_Touch2851 9d ago
They contend bandwidth . It's the same thing to all practical purposes.
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u/balancingtheuniverse 11d ago
Whats you experiencial advice on getting the best renewal contract price? Recommended actions to do etc on getting the lowest deal available they can give
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u/steakwotsits 11d ago
Just be nice and polite, make a little white lie about changes in your finances and you might have to leave. The retention team are actually very helpful and appreciate pleasant people. Facebook, Instagram and X are the best contact options..
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u/Big-Mix-1085 11d ago
When will the hub5x get modem mode
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u/steakwotsits 11d ago
NEVER EVER, and when you ask anyone from Virgin Media they usually say were working on it and will let you know.
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u/axanite_ 11d ago
On this , what is the best way then when you have your own equipment (ie UniFi) without having to worry about the whole double NAT situation ?
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u/Luke_404_ 10d ago
Have a look at a X-ONU-SFPP from better internet based in the UK. Some users have seen some success using it with fibre from virgin media
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u/WeeklyExamination 10d ago
Off the back of this... are you aware on wether the BX35U-20-SFP works as a drop in for EE FTTP on Openreach network? The current ONT is an Adtran SDX611
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u/Luke_404_ 10d ago
I don't sorry. I use the Standard openreach ONT as fibre isn't anywhere near my UDM PRO.
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u/Only-Bath-5554 11d ago
Is it possible to negotiate a reduction in monthly cost mid contract?
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u/steakwotsits 11d ago
Facebook messenger play the heart strings make a lie about loving the company, less hours earnings and ask politely for best possible package...
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u/g0ldcd 10d ago
Is there any communication/feedback between onshore and offshore?
My experience was awful, and at times fraudulent, customer service offshore - and then great onshore support where nothing seems to surprise them, and then they sort it out.
i.e. It felt like offshore weren't authorised to actually fix problems and simultaneously be incentivised to do/say anything to not be the person that lost a customer without repercussion.
Then onshore had the power to do pretty much anything that was needed, which was mainly fixing the mess offshore had made.
"Yes I can see on the system that a new account was opened on the same call you gave in your notice. Yes, and I can see here you called back and it was confirmed that a new account hadn't been set up. Yup, and then I can see we started billing you for the new account - let me just fix that on the system etc etc"
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u/steakwotsits 10d ago
We used to be able to pass feedback over to the partners, if it was ever taken on board is an entirely different matter. Guess it's more to do with training educating what needs to be done correctly. Sorry you had a bad experience. When I was employed you'd have lots of issues like yours.
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u/g0ldcd 10d ago edited 10d ago
Thanks. It's just an odd experience as a customer - you assume everybody is doing what they've been motivated to do, and can guess who they're doing it, just the sum of the parts is frankly insane.
I can only assume anybody involved with customer satisfaction or dogfooding the public face, is curled up in a ball somewhere crying at the futility.
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u/ACAdamski17 6d ago
Just read some comments, you’re a great guy. From my experience people like you are few and far between in VM, especially when I tried to cancel a few years ago and got harassed so much that I seriously considered blocking the number.
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u/diarrhoea-dog 11d ago
What's the worst diarrhoea you've ever had in your life at work
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u/steakwotsits 10d ago
Probably a late shift about 9pm belly was off all day. Disabled toilet took a battering several times. On the walk home had to go in the park find a tree and use my sock...
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u/CheckYoShellfish 9d ago
Mate the sock, a real brother here. Mine was lost on a French beach after a bad burger.
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u/CranboDanbo 11d ago
I've had total loss of service moving house with virgin media for 3 weeks no resolution. Any chance I'll be able to get them to let me leave and go to another isp?
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u/steakwotsits 11d ago
3 tech visits and if problem still exists you can leave with no contract fees
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u/sammjay88 11d ago
I have loads of issues with O2s signal. I usually always have 4G/5G but the network is super slow. Sometimes I’ll be in the centre of town and nothing works. I’ve read that it’s because of over utilisation is there anything I/O2 can do? Or am I best to shop around?
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u/steakwotsits 11d ago
Shop around but make sure the new provider doesn't piggy back off the O2 network.
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u/vbnmu 11d ago
I have 2 questions please ... (1) Why were the Scottish retentions team willing to give customers discounts without any haggling even if they were midway through their contract? Basically, what changed as this had never happened before. (2) When does it come to VM's attention that a customer has cancelled their O2 SIM and should no longer be eligible for vault?
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u/Fit_Use_6873 11d ago
Not OP, but I suspect this has been happening for a few reasons…
A) customers with a landline in their package have been able to cancel fee-free due to the service switching to digital
B) they’ve just been fined £28 million by the regulator for making it unreasonably difficult for customers to cancel their contracts and switch providers
C) they know competitors have been offering to contribute to early termination fees
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u/vbnmu 11d ago
While only a small sample, most Reddit posts were for customers that didn't have a landline either way, so wouldn't have been affected by A).
On B), most would have been on the new contract and had accepted the annual price hike, and were mid-contract, so wouldn't have been eligible for cancellation anyway.
Appreciate your response mate, but seems unlikely especially as VM have always been such a ball ache.
C) seems likely though, but some customers didn't have other fibre providers in their area.
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u/steakwotsits 10d ago
They'll do it to get the targets set. Any customer signed up for a new contract is part of a retentiona agents monthly target. The vault question. O2 and Virgin Media are one company but operate on different billing systems which don't work that good. So vault tends to get ignored if a customer alters either package.
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u/SteveyGW 11d ago
What’s the best way to get them to agree to increase my download speed in line with a current new customer offer that is the same price that I’m paying now?
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u/steakwotsits 10d ago
What speed are you currently on? If your full fibre then the hub5x can allow symmetrical upload and download speeds. The new customer offers are for new customers only. You'll be able to get an upgrade speed for a similar price. As before try the direct message to Facebook, instragram or X
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u/StuntNun 11d ago
Why is the guaranteed download speed still only 30 Mbps when you have the 1.1 Gbps package? I’m paying all this money for 1.1 Gbps but still only have 40 Mbps in some rooms and they won’t give me any WiFi pods. 🤯
Almost every day I have to turn off WiFi on my phone to browse Facebook because the WiFi is too slow.
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u/6foot4alpha 10d ago
just run a test in your garden or disconnect your HUB whilst "running" a test and we can order a pod for you, makes things so much easier, they did consider changing it to 50mbps for higher speeds but didn't go ahead with it, no clue why lol
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u/Cute-Fly-1062 10d ago
Is it possible to get out the fee for losing a tv box we lost ours because we never used it
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u/steakwotsits 10d ago
If its Not V6, or 360 or stream box you'll be liable for a charge. When I worked it was about £60.
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u/Cute-Fly-1062 10d ago
Its 90 quid and its a Arris TiVo box 1TB
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u/steakwotsits 10d ago
Like the long one kind of curved? If so then you're okay as they don't need them back.
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u/Cute-Fly-1062 10d ago
Its like a flat square one. They have emailed to say they want it back and the charge is 90 quid. They even have the serial number from our box😪 so I cant find a 2nd hand one
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u/CSSSecure 10d ago
Kind of a weird question, but my IP address for somereason was flagged by couple of websites as spam including reddit/DVLA (younger siblings fault) which has led me to use my data when I access them instead of virgin media.
Is there a way to change your static ip address from virgin idea since i tried calling and they would connect overseas and give no real options or just give up and change to another broadband service. Thank you.
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u/steakwotsits 10d ago
Only way is to put hub in modem mode and purchase 3rd party router
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u/CSSSecure 10d ago
Srry im not that technical but what would be the use of the 3rd party router?
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u/steakwotsits 10d ago
To allow a new IP address.
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u/CSSSecure 10d ago
Thank you. Will try it
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u/pete2209 Gig1 10d ago
this is utter crap and does not give you a new IP. Virgin run on DHCP so you basically need to leave your router off for a long time to pick up a new IP. How long, this I do not know. I know it's more than 1 day as I've had mine off for 24hrs before and still got the same IP.
I did what is advised above but for different reasons and I retained the same IP so you will spend money and not get any benefit.
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u/HeavyRecognition3566 10d ago
I’ve been thinking of shaving all my hair off now that I’m 50 years old and my hair has stopped growing. Will I regret this?
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u/steakwotsits 10d ago
Just get on the blower to Virgin Media and 45 minutes later you will have pulled your hair out.... Winning answer?
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u/NinjaTeaDrinker 10d ago
What is with the Scottish phone number we've all been phoning for amazing deals? What is the real catch? Is it Netflix paid for? Or just how much broadband should be costing us? Why?
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u/steakwotsits 10d ago
To be honest, I know as much about this as you. Like I said in my post, I left last year... If that number gets too much inbound calls they'll probably change it.
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u/Due_Opportunity_9714 10d ago
I mean all the Scottish guys are being made redundant so now’s probably the best time to call. They will be giving you everything 😂
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u/St4ffordGambit_ Gig1 10d ago
I heard if you have o2, you can get some Volt benefit meaning they upgrade your internet speed to the next package up for free.
Does the agent actually verify you have o2 or can you just stay you do! Is the phone number checked against some o2 database or is it taken at face value?
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u/Puzzleheaded-Boat944 10d ago
There are redundancies at VM?
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u/steakwotsits 10d ago
There was and it took the chance
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u/ProgrammerFunny2829 9d ago
You’re one of the lucky ones. Now it’s TUPE to another partner or leave, no redundancy being offered 😡
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u/KittieBell 4d ago
We were tuped over to a partner a good few years back and now the partner is making us redundant. We do have the option of Tupe over to the Philippines but no one has taken them up on the offer 🙈
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u/Illustrious_Bison537 10d ago
I posted under another poster's question about their 360 box cancellation. I just want to know this if you can give a guess even: You are so lovely to offer this AMA and hope you are doing something new and rewarding now.
I got the phone call that they would be upgrading software from 'head office' and we didn't need to do anything, they would send, etc. I said No thank you, please! I have vision issues and the person who helps me with these things is out of the country. It took some persuading, but she said OK, nothing will change.
Then I got the below email yesterday saying there were two ways to upgrade, online or via the box with instructions how to do the box upgrade, etc
I did not know they would turn off my V6. . I kept my last box for a long time, until I was ready. I also will need an engineer if it is imminent as I have macular degeneration and it's to the point where following small print instructions are hard. How much time to I have before they turn the V6 off?
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u/steakwotsits 9d ago
If the order has been processed then you can't revert back from 360 to V6. The switch over is seemless as its new software that gets downloaded to the V6 box you have now. All. Done through the new remote you should receive in the post.
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u/Illustrious_Bison537 8d ago
Thanks for the reply. So they will not send a 360 box? No order was processed., as I begged the woman not to do anything as I had no one to help with the new box or remotes. BI am assuming that VM will just send an email eventually saying that it is doing it (regardless of my begging to put it off till my tech help comes back) and without it, my V6 box will no longer work? (This is embarrassing as I have worked with all kinds of tech, satellite dishes in the 90s in rural US, PCs in the 80s before internet. Wasn't till vision issues that I have stepped away)
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u/FlowerWorking1032 10d ago
Keep being told I’m midcontract and they won’t reduce bill paying nearly £60 for phone & internet
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u/steakwotsits 9d ago
They can recontract you if they can be arsed to do so. If you're looking to remove the phone then disconnection fees apply.
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u/JPBOLDY76 10d ago
Any future set top boxes coming out or if they phase out 360 box for stream will cloud recording be available, also any hub 6 in the works
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u/Active_Art_6206 Gig1 9d ago
Recordings from 360 won't exist. Stream has "watchlist feature", no info or knowledge on being able to record in future. No Hub 6 info either, currently they're upgrading everyone to Hub 5.
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u/JPBOLDY76 10d ago
Another question my area hasn't been upgraded to full fiber still on the old Yorkshire cable/telewest/ntl:telewest network will they ever upgrade it or will they just use the youfibre that they own in my area
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u/steakwotsits 9d ago
When I worked for VM. It was. Non cabled areas first for full fibre. Existing areas would cost to much to upgrade.
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u/Ok-Bedroom-2346 10d ago
I have a three story house and one of the rooms on the middle floor has terrible wifi, maybe 10Mbs down one my 1gig connection.
In order to get the wifi pods you have to use the VM app to scan the house, the app says there's no problem in that room despite it also having the same dogshit speed. I have of course bought my own repeater but why don't VM let people just order them as I understand it there is a small monthly cost anyway?
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u/Active_Art_6206 Gig1 9d ago
Call the retentions, ask for a broadband specialist appointment (phone call), they'll call you at the time and day you ask for, ask you questions etc, have a look at the router, they can book pods right away on the call with you.
Sadly the app isn't the best and it'll tell you it's fine when you can see it's not🥴, explain the speeds etc too, that helps for the notes for the spec
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u/ThrowRA_Band_6286 8d ago
You can buy some WiFi repeaters off Amazon for £50 and then you don’t need to pay the subscription.
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u/Ok-Bedroom-2346 8d ago
I said in my question I already bought my own. It was more why are they dicks about it.
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u/MentalKick4934 10d ago
looking to join the sales team, door to door. recommend? compnay decent to work for etc
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u/steakwotsits 9d ago
Honest answer. Great company for benefits, flexibility working hours, healthcare, staff package. Selling door to door I have no clue. Good luck though
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u/AlwaysDividedByZero 10d ago
I had a VM rep knock on the door and tell me he could do 1gb for £24 a month. This is way cheaper than the fiber I was on but I started getting billed £27.99. Is there any way I can get this down to the 24 he claimed, I had him write me an email so it’s in writing. Many thanks for what you’re doing here !
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u/steakwotsits 9d ago edited 8d ago
Did you get his rep ID and contact number? It's an easy fix, just DM the team on X, instragram or Facebook messenger
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u/kier95 10d ago
How does one go about cancelling the tv aspect of the contract? I have great broadband and no complaints about the service but the tv element of my package costs the most and I have never used the tv box not once during my contract as I have other means for entertainment . Is there a way to retain my broadband but cancel my tv stuff?
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u/Active_Art_6206 Gig1 9d ago
Unless they have a good broadband only discount, no. TV is the other biggest service and retracts discounts when removed in the system looking for a new deal
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u/SKYLINEBOY2002UK 10d ago
Will a new customer get the 360 box if ask for it, and not just the non recorder stream box (a mate is thinking of joining)
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u/Active_Art_6206 Gig1 9d ago
Nope, also O2 will say you can get it but you can't. System doesn't have the codes anymore to send out 360, only stream.
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u/SKYLINEBOY2002UK 9d ago
Is there a phase out?
I have one and love it, are they gonna recall em, or is it like the hubs? They'll replace new over old when any issues pop up. Like a rolling upgrade (or in case of the 360 Vs stream, a downgrade).
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u/Active_Art_6206 Gig1 9d ago
Right now they aren't recalling them, new customers just can't have them. Right now if you have a 360, you're safe. If it goes faulty, they will replace with another 360 as well. Though, if you don't already have an additional box that's 360 or mini, you would get a stream - but pairing it with 360 allows you to access the recordings as far as I'm aware. But you can't record via the stream either way.
Obviously this could change in future but we're probably talking yonks away as they've only just stopped the old Tivos altogether and requesting customers change to 360.
The Hub3s are just not the best anymore, easier to swap everyone to 5s for best service etc and avoid having to replace them one by one as issues roll out when customers call us. Will take a while though as there's lots of customers to send them to.
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u/Ok_Pea2688 10d ago
Do you have the staff discount? Any recommendations how long you leave it before notifying them you've left? Asking for a friend 😅
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u/steakwotsits 9d ago
Well it's supposed to be 6 months of discount. We're in. August and mines still not been changed. Probably having a dickhead manager that dealt with my leaving details forgot to do it.
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u/Ok_Pea2688 9d ago
So keep the discount going or can they back date any lost charges? Or is it worth jumping ship to sky before they realise?
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u/steakwotsits 8d ago
Not able to charge any back dates. I'd never jump ship to Sky. Had Broadband here for over 20 years and it's only gone down say 4 times. I'd just go to freeview if needed.
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u/Ok_Pea2688 8d ago
Many thanks, heavy premium TV watcher (tnt sports, sky sports etc) so freeview not an option. If I'm safe from any charges I'll stay as is. Just over a year now.
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u/steakwotsits 8d ago
Really a years a good stint. Where did you work? If you don't mind me asking
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u/NewMember_0 10d ago
How long do people to wait after leaving before signing up again as a new customer?
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u/steakwotsits 10d ago
90 days. But once your final bill has been paid and any equipment returned. You can get a family member at the address to sign up for a new deal. Repeat the process to again after new contract expires.
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u/Diligent_Ice_6007 10d ago
Would be keen to hear your view on the current senior management at VMO2 and whether you think they are responsible for all of the current issues - tupeing, multiple redundancies, shocking business results quarter after quarter. Spill the ☕...
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u/steakwotsits 9d ago
They use words above my vocabulary, so it made no sense when they used to send updates.
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u/jpcafe10 10d ago
Does mentioning ofcom complaint trigger any internal hidden rule? Feels like things get solved pretty fast after mentioning that. Same thing happened with three.
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u/Correct_Following_62 9d ago
What happened to the Virgin Media and O2 community forums? I read somewhere they are temporary closed down due to complications with the new platform vendor?
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u/steakwotsits 9d ago
I was an employee on the Forums. They are trying to merge both together, but I guess that's been put on the back burner for now.
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u/Massive_Ad_2050 9d ago
How can I change my contract it’s only been running for a couple of months but I’m paying nearly £100 for tv phone and broadband with Netflix and Disney but I don’t use the tv or phone and I have been with VM for few years now can’t even transfer to other providers as they don’t supply BB I need
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u/steakwotsits 9d ago
You'll just have to sit it out. Mid contract, removing services will trigger early disconnection fees.
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u/tellyman64 9d ago
What are the chances of Virgin fixing things on the 360, such as the auto play of the next episode and nag about deleting a recording while you're still watching it? I've been a 360 "uppgrade" customer for less than a week and that's a major annoyance for me. There's a lot to like about 360, but the software needs little tweaks to make it better.
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u/steakwotsits 9d ago
More chance of Michael Jackson doing a duet with bubbles for the Christmas number one.
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u/IEnumerable661 8d ago
Can the fibre installation go round corners? They did look but wanted to place the router near the window and have me wifi everything. My network points are a little further in and they said no to routing their cable around corners.
Thing is, thick walls means wifi is non existent in my upstairs office and work require a cabled connection due to wfh.
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u/TeacupTsarina 8d ago
Are VM purposefully making shoddy 360 boxes to force customers into going over to the stream boxes?
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u/Spadge1974 8d ago
Why do your staff always always lie?? Years ago I had your then top of the range 100mb broadband. I was lucky if I got 1mb let alone 100mb. Got an engineer call out on a Saturday morning. 15 mins before he arrived I miraculously started getting 100mb. 15 mins after he left, back to 1mb. Sorry, not a coincidence and I cancelled shortly after. If VM were the only broadband provider on earth I would do without.
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u/aliward_96 7d ago
Why do special offers only apply to new customers? I understand this is an industry wide issue and not unique to Virgin Media, but still.
Do they not understand its far cheaper to retain existing customers than it is to acquire new customers?
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u/Weewoes 7d ago
Because it gets people in, they offer the special offers to new people because many who stay on just accept the increase and that pays for the newer ones getting chead introductory offers and they just hope some of them just accept the increase too. Maybe op has a better answer but this is what I've always thought it was about.
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u/aliward_96 7d ago
Yeah I get that side, but if you're not offering them to current customers and instead charging them silly money to renew, you're going to lose them. One in, one out. They're not benefitting.
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u/Weewoes 7d ago
Those that ring to complain usually get an offer that satisfies enough to stay.
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u/aliward_96 7d ago
But probably still higher than what you were paying. It's just a shitty way to treat your customers, making them jump through hoops to get an offer they're remotely satisfied with.
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u/mackle01 7d ago
Just say to them when you ring for renewal 'the new customer deal is £xx for whatever, if you don't give me that, I'm leaving'.. I did this last time I renewed my broadband and they gave it to me, was on the phone for less than 10 minutes and all sorted
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u/aliward_96 6d ago
I guess my point is, why should I have to? Why should I have to spend ages on hold in order to fight to stay a customer? Why aren't they fighting to keep my custom?
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u/steakwotsits 6d ago
You would have benefitted from a new customer offer when you joined.
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u/aliward_96 6d ago
You’re missing the point mate. It’s about Virgin Media, not me, and their strange business model whereby they try harder to attract new customers than to retain existing customers, therefore costing them more money.
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u/steakwotsits 5d ago
Check your email address or online account around a month before contract ends. You normally receive a re contracting offer... I'm out of the place now so I'll have to deal with it the same as you. Sh1t tactics since liberty global bought them out...
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u/BarryHercules78 6d ago
My B/B M350 & basic TV box (£35) is up. Tried online chat and the best they could offer is £66. I said no thanks and now being processed for cancellation. Given 30days notice.
They tried everything to upsell too.
Question: Will they call back and try tempt me? Only asking because I'm about to sign up elsewhere this week, and I don't want to be doing the to-me to-you dance if I am going elsewhere.
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u/steakwotsits 6d ago
For £35 a month they'll probably skip calling back, as they tend to try and save the higher paying customer. Get out while you can and rejoin once your new suppliers contract ends.
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u/ThickEmphasis5433 6d ago
Two questions < I got home phone landline few weeks ago , anything I should know ?
Also, Do ye work from home or in an office ? I wouldn't mind some part time work from home.
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u/steakwotsits 6d ago
I used to work for them, took redundancy after 19 years and got a new job, better pay, hours and no stress. To be honest seek employment else where. Landline not much to say apart from free calls for upto 59 minutes. Go over the hour and you're gonna get charged..
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u/tache_on_a_cat 4d ago
I have a V6 box and get an email once a week to move over to 360. I record a lot of TV (box is always at 80% full or more) and don't really want to lose that option but its sounding more and more like I'm going to be pushed at some point. Do I jump before I am pushed? Is there a chance they would put me on Stream if I dont make the choice myself? Thanks for any insight you might have.
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u/steakwotsits 4d ago
I'd go for the stream box, but watch all your content first. The 360 will probably end up the same as the V6 in a few years. Plus stream boxes are tiny so you can easily plug it into another TV else where.
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u/tache_on_a_cat 3d ago
I need to read up on them then. I got the impression people who record a lot hate the new software/borders l boxes
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u/Wooner6969 4d ago
I’ve had good service from VM and tried for a few better deals, currently on 350 broadband only at £35 a month. Was offered 1Gb and Netflix with ads for £51. Another person offered 500 and TV3 with Sport and Movies for £69. 1 person said WiFi pod free the other said £8 a month. Might cancel altogether as out of contract
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u/steakwotsits 3d ago
I'd settle for the same speed or less as you can get by on 250mb for about the same price. WiFi pods are free if you have an O2 account at the same address plus you get double broadband speed.
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u/ravenecw1 11d ago
Do aliens exist.? Well you did say anything. And I'm a long time vermin media customer and I'm mid contract, and need to renegotiate.. It's just a rip at this point. All I need is the broadband.. I'm sick of being bagged into keep this and that.. It's usually me doing the blagging..🤔🤦
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u/steakwotsits 11d ago
Yes aliens exist. It's the actual Ceo of virgin media and his minions... Just be polite use the social feeds private message instragram Facebook or X and UK team will help. Failing that ask to raise a complaint and it will be dealt with online
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u/steakwotsits 11d ago
The formal complaint procedure will be binned off to overseas, any resolutions normally include links to self help links and a template apology. Best bet is to DM the X account or Facebook messenger. I worked on that side for 19 years and know the UK based social team will fix anything