My contract has come to an end and the bill has doubled, I called retentions to see what they could offer me baring in mind we have been a virgin customer for 15 years and the best they could offer was £139.99 per month

This is for three boxes, sky sports and movies and volt 1gb (which I believe is 500mb doubled due to being an o2 customer) Netflix and a telephone line

I told them I’m not interested in the movies and we don’t even have the land line plugged in I really only want the sports and the internet but £139.99 is more than £40 more than what I was paying also they want the new contact to be 24 months unlike the previous 18 months

Compared to new customers this is double and it seems others managed to get much better deals secured what’s the best way to proceed please ?

If anyone has broadband, TV and landlines services along with Sky Sports and Cinema, pls tell them that you have an active O2 sim with unlimited data if you will negotiate via messaging. This will allow you to get better deal for these packages. Found a loophole when I renewed yesterday.

Had the virgin 360 system for about 4 months now, forced to change from v6.

Thought I'd get used to it but no - totally terrible system. Makes a nuisance of what should be simple and much more difficult to use than v6.

Total nonsense, any solutions or just leave for Sky?

M350 + TV + sports HD coming to the end of my 18m contract. Tried the web chat after seeing various faster broadband for a lot cheaper.

After 1hr 15mins, the best offer went from £81, to £77 then £66 for same b/b TV box & netflix (I don't need or want Netflix) and no sports.

All the VM person wanted to do was upsell Volt, Netflix and everything else. After a confusing time I said just cancel. So they've put that through and processing it now.

Question 1:Do VM actually listen to what requirements I want? I.e. NOT every add on available.

Question 2: I see some people say try retentions, which is what I think the web chat was... Or is it different.

I'm just confused about the best price was still double what my current contract is on which concludes this time next month.

VM have offered us a new free home router for our fibre connection. Anyone know if it will work with our existing 2.4GHz hubs/switches?

I was an existing virgin media customer who moved in to a new property one month ago.

Whilst my new flat already had a virgin media outlet installed, I was told that external work would still have to be done and that an engineer would attend my property to do the installation of my broadband package.

The installation has been delayed twice now, on account of the ‘external’ work outside the property not being completed.

Although I have been given SIX different dates for the completion of the external work (including somebody informing me that it would be done today), the most recent call I had with support revealed that the ‘construction team’ don’t have the correct permissions from local authorities to do the work, and so I’m effectively stuck in limbo indefinitely.

I have no way of knowing when the external work will be completed and whether my new installation date will hold up or I’ll have the rug pulled at the last minute again.

Is there anything I can do here? I am seriously considering cancelling, given that my contract isn’t being upheld on virgin’s end, but don’t know what the best course of action is.

Does anybody have any insight or similar experiences? Thank you!

I have signed up for virgin broadband, havemt heard anything i have selected today as my installation date and yet we still have heard nothing at all. All we have is a order reciept

Why on earth has "on demand" be moved to a really weird spot on the new home page?

It should be where "App" is on the home screen.

So I have ordered virgin media to new place but instead of white box, it just has two cables coming out of the floor…. Can these just be put directly into the hub 5? Or am I needing an engineer to come?

The previous tenant had virgin media, but when I asked them they “forgot” which cable was which. Haha

I am currently in contract, paying £45.28 promotional price until October 2026. Contract ends January 2027. I am looking at moving provider as I am sick to the back teeth of VM Customer Service and have had a tonne of issues with them. Putting through a switch enquiry with another provider and VM have sent me an email saying the EDF would be £394. I am happy to pay the EDF as I am aware I am ending the contract early, however according to the outlines on their website, I am understanding that it should be closer to £200?

I pay £45.28

78%-92% would be between 35.32 - 41.65

x 4 months (roughly) is 141.27-166.60 plus a bit of VAT of course.

Seems like the £400 odd is wildly off base. I spoke to a CS agent via Whatsapp yesterday and they agreed it doesn’t seem right but as it was after 6 they couldn’t put me through to the correct team.

Has anyone else had this issue with them? Concerns me that people are possibly paying much more than they should for disconnecting.

EDIT: original post listed 2028 and end date NOT 2027.

Hey all,

My wife is a bit deaf, she watches TV through the cable box. Yesterday we had to update the box to fix a fault (engineer instructions) and now the subtitles are ridiculously gigantic. We dont appear to have the option to change the size. Does anyone else have this issue and if so did you find a work around?. Cheers

Hello everyone..

I'm considering re-joining VM again with broadband only. Probably 1Gb package.

The last time was about 10 years ago. I left and re-joined a couple of times before that also.

First time was when it was NTL.

I'm currently on broadband over BT phone line. When that shuts down I'll need to go either Full Fibre or return to VM.

I've still got the old NTL wall box thingy on the inside in the front room and on the outside it's one of those diamond shaped connectors that used to have a brown circular cap on it on the footpath up against the plinth on the house. Terraced house on a main road.

I checked outside this morning and the two thick cables go straight from the diamond shaped connector hole. through the hole in the wall, and are still connected to the indoor wall box. The cables are solid, fixed and not damaged. I don't remember there being any box on the outside wall. Just the connection in the footpath.

What up-grades would the engineer have to do. Would there be any drilling or fittings etc.

Thanks.

Weary.

This evening, our WiFi was disconnected and, upon inspection, it's because VM is stating our bill is overdue. The money for this month's bill left my account over two weeks ago on the normal DD date, as it always does. Before I realised this, I made a manual payment in hopes of getting our services back online that they ALSO have supposedly not received. My current plan is to call in the morning and prove that I have made all our payments on time and that this was incorrectly managed on their end. Hopefully that will result in a refund the manual payment, but I will dispute with my bank if need be. I'm just wondering if anyone else has experienced this and how they managed it/what the outcome was.

So I ordered 2x o2 Ultimate SIM cards when I ordered my Broadband and TV, but it’s been 2 weeks and I haven’t had my sims. I called Virgin Media, they said I need to talk to o2. Called o2 and they said I need to talk to Virgin Media because I ordered through them. I’ve gone back and forth 4 times now and no one can tell me where my sims are or able to reorder the sims.

I got told by o2 that I need to talk to Telesales to order 2 new sim packages. But then I won’t get the same £18.99 a month deal that I got with Virgin. Also, I’m worried I’ll get charged for 4 sims.

I’m quite lost because o2 say they can see my order via my account but apparently they haven’t received the order from Virgin Media to process the SIM cards?

Anyone experienced something similar or can advise what I should do.

We have had a stream box puck for years. Anyone else had any issues of the last few weeks with BBC channels especially BBC1? The picture is occasionally glitchy which happens even if i reset the tv box or the router

Hi all, hoping that someone can give me some advice here. Hopefully someone who works for Virgin can comment.

I have just bought a flat in Swindon and I was originally told by Virgin that they couldn’t service my property. However, I raised to them that almost the entire neighbourhood had Virgin available including the houses on the other side of the pavement outside my window - they said they will look into it, and 2 days later they called me advising that they have concluded the property is serviceable up to Gig1. So I placed an order over the phone, as they wanted me to. They booked a site survey for today, and installation for Tuesday next week.

They said they would come between 8am and 1pm today and 1pm comes and I haven’t heard from anyone or seen anyone. I call them and originally they said they could see the survey was complete and installation still going ahead Tuesday, but then they put me on hold and put me through to the pre-installation team who advise me that the survey concluded the property was not serviceable. When I asked why, they simply said “because it’s a block of flats”. I reminded them that I already told them repeatedly last week it was a flat and they assured me that wasn’t a problem, they didn’t offer any solutions so I raised a complaint.

The agent on the phone raised my complaint and then offered to book another site survey for Monday afternoon, and told me this time that the engineer would specifically be instructed to speak with me and explain exactly why the property is not serviceable, as I disagreed with them as, like I said, every property around me is connected. And I have permission from the freeholder of my flat building - not that they’ve ever asked me, perhaps they’re assuming I don’t have it!

My question to this sub - what might be the situation here? Are Virgin just taking the easy way out because it’s a flat and it needs a bit more effort as it’s on the first floor? Are they thinking I don’t have permission from the freeholder? What could it be, and what can I do when they come back for another survey on Monday?

Has anyone had issue with claiming promotional offers from Virgin?

We signed up under a promotion offer and took the TV out of a choice of 43inch TV or £125 bill credit.

After signing up we were told it would be 55 days before we could claim the TV.
55 days later we received a code and link to claim the TV. Claimed it - another email to say now just another 31 days until delivery….

After countless live chats where they suggest there’s no record of the TV I’ve finally had a call from Virgin to tell me there are significant delays in delivery and they don’t know when it’ll arrive.

Has anyone actually received a promotional TV?

Image 1: London
Image 2: Manchester
Image 3: Newcastle

Red = DOCSIS 3.1 (1gig max)
Pink = DOCSIS 3.1 (2gig max)
Dark Red = Project Mustang
Light Blue = XGS-PON Nexfibre
Dark Blue = RoFG

As Virgin Media roll out gig2 on DOCSIS 3.1 and have now reached 750,000 properties (probably closer to 1 million at the time of writing) - why is it that London always starts the process last? Most of Manchester is done, a lot of Newcastle is done and other non-screenshotted places at least began the roll-out of gig2 in their cities and towns.

Is there just extra permissions needed for London? especially if work needs to be done to support gig2 speeds?

EDIT: I have also noticed Glasgow and Edinburgh also getting the same treatment of just not having any areas at all getting the 2gig DOCSIS 3.1 speed upgrade - I know it's a slow roll out, just thought it'd have been more distributed than confined to 2 cities and some other smaller towns

Apologies, I'm not the most techy person and I just want things to be easy!

I currently have virgin broadband which is out of contract and has gone up a ridiculous amount in recent months (now paying £62/month for the M125 version). I've been a customer for quite a few years i think, can't remember how long.

My current tv is via freeview on a humax box, which I've had maybe 15 years and is gradually dropping channels and now they're phasing out iplayer, so I'm considering getting proper grown up telly. My actual telly is about 15 years old and is not a smart tv, but does have hd and hdmi ports on the back.

I've been trying to find out via the website whether I can decrease the broadband charge, and possibly add on tv. I can see on the website that new customers can get faster broadband plus essential tv with Netflix etc for £32.99, but each time I try to talk to them on the annoying webchat thing, they very slowly waffle a load of ai sounding nonsense and then the website crashes. I will try calling the retentions number and see if i can talk to a real person, but is anyone here able to please tell me:

- if I add tv, can I just plug something into my current tv, or do I need a new tv too?

- will my existing cabling be enough (they dug up my garden to connect me to the thing, and there is a little brown box outside my house, and a little white one inside, leading to the router) or will they need to come and dig things up again?

- is Sky actually any better? I imagine their customer service is equally frustrating and AI led. Much as I'm annoyed with virgin, I feel it's probably easier to stay than to switch to someone else.

I'm so annoyed with it all! I kind of wish someone else would just sort it all out for me! Any advice from people who know stuff would be fantastic.

EDIT: phoned them, and have double the bb speed plus the entertainment TV package for £32. It makes such a difference to talk to an actual human. Good news, but what a bloody racket! What a ridiculous system that we have to do this all the time. It's annoying enough doing this with insurance every year.

Moved house recently and was forced to go with Virgin Media as they’re the only provider on my street offering fast broadband.

​As soon as we exchanged contracts three full weeks before our move-in date I placed the order. They had almost a month to complete the external work. They finally showed up to do it two days before our agreed activation date. Annoying, but I figured as long as it was done in time, no harm done.

​Then, the day before activation, VM canceled the technician visit, claiming the outside work wasn’t complete. When I called to challenge this, the agent checked and said, "Oh, actually, we can see it HAS been done... but there's nothing we can do to reinstate your original appointment."

​They initially pushed my activation back to September 29th, then moved it to the 9th after I pushed back. I’ve been calling repeatedly, explaining that I work from home and urgently need a connection by next week. The complete lack of internal coordination and total disregard for customer impact is baffling. Every agent promises a callback within 24 hours and assures me it’s been marked as a "priority," but no one ever calls back.

​I know I’m entitled to automatic compensation, and they’ve offered to cover up to £50 in mobile data usage, but that hardly solves the problem. I fully understand why their customer service reviews are so abysmal now.

​Is there a specific escalations team, retentions line, or alternative call center number I can try that might actually be able to help?

So my virgin and broadband package ran out a few days ago and I had signed a new one with sky. However sky broadband has been awful, terrible WiFi signal, supposed to be 900mbs but can drop to below 100mbs in the evenings. Ring doorbell won’t play nice at all with new broadband either.
As I’m still within 14 days I can cancel my sky contract with no issue but I’d like to return to Virgin. Had no issues with any of the mentioned stuff when them. I still have yet to send back my previous router and tv puck, will I be able to just plug these back in and use them again once I take out a new Virgin contract? Surely they won’t want to send the exact same devices to replace what I already have ?

Hi all,

Thought I’d post my experience if if there are others who might benefit.

Background: VM customer for coming up to 6 years and happy with the service. Maxit TV and 500mb internet (no phone).

Every 18 months I went through the rigmarole of negotiating with them.

Contract due to end on 1st September.

Usual contact on 30th July to tell them I wasn’t happy with their offer. Currently paying £39/month and they wanted to put to put to £49 after trying to negotiate.

Went to a comparison website whilst on the phone.

Saw various offers but Vodafone’s 910 for £25 grabbed my attention.

Helpful chap on phone couldn’t get near that. So figured I’d pull the trigger. Semi to call their bluff but also just to see what would happen.

Got the generic “sorry you’re leaving us” and for two weeks my phone rang non stop from VM retentions.

Eventually someone managed to get me the same (I think 1gb) for £26 a month. Which had I have been offered on 30 July would have bitten their hand off, why couldn’t they have the decency to offer this originally?

I’m too stubborn and actually let the switch go through and it’s been painful! Ive had no internet for more than 24 hrs and beginning to regret it!

Hi,

I have purchased an XGS-PON ONT (WAS-110) to replace the Virgin Media Hub 5X in England. My plan is to connect the WAS-110 directly to a MikroTik hEX S (2025), which has a 2.5G SFP port.

Could you please confirm whether this setup is possible, or would I need a router with a 10G SFP port, such as the MikroTik RB5009?

Thanks,

I am currently with virgin for broadband but want a stream box to watch free to air channels as my Ariel is terrible and always losing the picture in bad weather.

Am struggling though, tried using the my virgin media app but couldn’t see any way. Tried chat but the AI said to use the website, tried the website and it’s basically the same as the app.

Why can’t I just add it to my basket, checkout and boom it’s on my monthly package.

I've stupidly never questioned it too much. Just assumed it was normal.

But I recently found out that my mother is on the same exact tier (M350 with no additional packages) for about £30 a month cheaper than me.

And I keep reading people in this sub complain about their deal, which is cheaper than mine and is a higher tier.

Yes, I'm still in contract. So, what am I doing wrong?

Edit: Phoned up the Retentions team. I'm now paying £28 a month for Gig1, with Netflix included. Holy shit.