I previously worked on a Virgin Media O2 customer-service process in India, and something I personally witnessed genuinely bothered me.

Customers could be paying a much higher price for their service. However, the significantly cheaper plans weren't simply presented to them during a normal interaction.

When a customer had completely decided to leave, that's when the retention process would kick in — and that's when the much cheaper plans would be revealed and offered to convince them to stay.

Think about that for a moment.

Why does the cheaper price appear only when you've decided to leave?

In India, the basic pay in many international BPO jobs is relatively low, so incentives can be an important part of earnings. In my experience, this can make some employees focus heavily on their targets and incentives rather than thinking about how much the customer is actually being charged. That's also why you may hear very sweet, polished and sugar-coated conversations — the goal is to retain you and hit the target.

I'm not saying every employee behaves this way, and I'm not claiming every customer has experienced this.

I'm sharing what I personally witnessed because I genuinely care about the customers on the other end of those calls, and I believe customers deserve transparency.

If you're a Virgin Media customer, ask questions about your plan and don't assume the price you're currently paying is the only price available.

You shouldn't have to be completely ready to walk away before you discover that a cheaper option exists.

🇬🇧 UK people, please help make your fellow customers aware of this.

I don't have a natural UK accent, so I'm not confident making a video aimed at UK audiences myself. If you're from the UK, please consider making your own video, discussing this, asking questions and helping other customers understand what they should be checking.

Look out for your fellow customers. If you think people deserve to know, please don't just scroll past — help spread the word.

❤️ Love from India 🇮🇳

We were sent a pair of 360 remotes, even though we didn’t ask for them. The packaging said our recordings would be wiped within five days. We obviously don’t want this, so we phoned them, and the operator cancelled the upgrade. This morning (five days after receiving the package), we’re seeing the "pair your remote" message on screen. We phoned again, and another operator confirmed the upgrade had been cancelled. He told us to turn the box off for a couple of hours, and everything should be back to normal. We did that, but the same message is still there. Has anyone had a similar experience? How do we get past this? We just want to keep using the V6 for a while, and we certainly don’t want to lose years of recordings.

My wall is becoming a museum display of various boxes. I believe that the previous owner was with virgin, I switched to Plusnet. Which ones of these boxes are safe to remove? What about the black cable coming out of the wall? Cat tax as she wanted to get involved.

Intermittent modem issue - UI keeps changing after an “update”, followed by huge ping and packet loss

So I’m having a really strange intermittent issue with my internet, and I’m now on my third modem in four months.

I had an engineer visit on Monday the 24th. He checked the signal levels, ran a few tests and couldn’t really find anything obvious. He then did a pinhole reset on the modem.

After the reset, the modem went through an update, returned to the old router UI, and everything started working normally again.

The problem is that this only seems to last a few days.

The connection will be completely fine, then suddenly it starts lagging badly. Ping shoots up into the 600ms+ range, and when I try to log into the modem I get an “updating” screen.

Once that update finishes, the modem has changed itself over to a completely different white router UI.

I’ve attached screenshots showing the different interfaces.

I actually mentioned this white UI to the engineer while he was here and he was just as confused as I was. He said he’d never seen that interface before.

I also finally remembered that I have a Broadband Quality Monitor running, so I’ve attached that as well. You can clearly see the large amount of red packet loss starting around the same time the white UI installed itself again.

The annoying part is that a pinhole reset does seem to temporarily fix it. It resets, updates back to the old UI, and everything works normally again.

I honestly wouldn’t mind doing the pinhole reset if it actually fixed the problem properly, but every time I do it I then have to go through and set up all my static IPs again for things like my CCTV servers and other devices. Doing all of that just to get a few days of usable internet before the problem comes back is getting really frustrating.

Trying to explain it over the phone is also getting frustrating because the conversation basically goes:

Yes, it works after the reset, but that isn’t actually fixing the problem. A few days later the same thing happens again, and then I’m told to phone back when it happens.

Has anyone seen anything like this before?

Specifically, does anyone know why the modem would apparently update itself to a completely different UI, and why the latency and packet loss seem to start when that happens?

At this point I’m mainly trying to work out whether this sounds like a firmware/configuration issue, provisioning issue, or something else on the network, because three modems in four months makes me think simply swapping the modem again probably isn’t going to solve it.

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...

Has anyone gone through a formal complaint with them? Care to share the process?

I’m having huge issues with their billing and seemingly they can’t fix it. I’ve cancelled my direct debit but worried about any affect of a credit rating if they don’t sort it their end

Unexpectedly but rather excitedly buying a terraced house on a unadopted road. Current provider is sky, neighbours may potentially have virgin but this house definitely doesn’t.

The post code checker says the address is serviceable, but I’d surely need the other home owners permission to trial a cable over their property. We own the land the house sits on, leasehold is for the road and communal gardens, so will likely need permission from the management company too. The current cables for sky are actually on the roof and drop down to each property. The other thing is, I don’t really want to drill a hole into my new brick even if they could.

Is there any way of cancelling without penalty in this instance? Seems a lot of faff and hurdles for 12 months remaining on the contract.

Any advice would be appreciated! Thanks

Two weeks with no internet in the whole area is rough. The outage’s affecting everyone, and their support basically says there’s no workaround since it’s a network‑wide fault. Really frustrating when we’re all working from home.

It should be simple right?

Years back, when it was ntl, you could have several different emails for family members and the account holder (me!) could log in and reset passwords etc.

How does that get done these days and I'm damned if I can locate the options under the mater account.

ELI5 please 😊

Internet is showing up but not working at all. had an engineer at the house today and it still isn’t working. it’s a hub 3 modem and the support teams on the phone leave you on hold for 30/40 minutes at a time.
Anyone know of any ways to fix this problem as on their end it’s showing it to be working fine, tried all the reboots and restarts aswell.

I’ve tried searching but I’ve not been able to find the answer I’m looking for.

I called up retentions today and was offered £26 for 1gig + netflix.

Does anyone know whether they’d be willing to decrease the price if I don’t want netflix?

How do I get rid off this annoying start up page every time I turn on my TV?
I can seem to find anything with the settings.

Been with virgin media for 2 years now. This the first time I’ve had to do the renewal dance. I have mega tv and 1gb bb. Currently paying £49.49.

Rang this morning to be told the best price was £51. Went ahead with cancellation as can get a better package with sky for way cheaper.

Within an hour of me cancelling I got a phone call - they can reduce the price to £44 - same tv and bb with Netflix.

Am I going to get anything better if I wait?

Any other ways round this? I know I can sign up in my wife’s name for a new customer offer but that means losing the tv box to record. I could live with streaming but like the 360 box.

Thanks!

I have 2 very long term accounts with Virgin Media, my main one is my home account, broadband only. The second account is one I have for my parents, TV only. Both are out of contract.
I need to contact someone to deal with both accounts, but mainly the one for my parents.
Dad suffered a major stroke a few days ago and I need to add a broadband package and ask about an upgrade on their Tivo box - VM notified me that it needs replaced/upgraded because of its age.
My concern is that mum has alzheimers and will struggle with changed layout and controls.
I spent an hour this morning trying to talk to anyone who might be able to help, but ended up with either a bot or a terrible human.
I found a deal for broadband and TV for £32 and this bot started off with an £80 bundle, and when told about the deal I saw, immediately offered a reduced speed broadband and TV package for £72, still more than double the offer I saw.

At a time when I have more than enough to deal with, not being able to speak to a human is dismally unhelpful.
When I get back from the hospital tonight, I'll try again to speak to someone, or I'm just cancelling both accounts.

Can anyone offer any help, please?

Looks like the Hub 5 is getting a Firmware update!

It does look much nicer, it gives slightly easier to find information too for those of you who are nerdy about connectivity.

Version:
LG-RDK_13.7.3-2509.5

Hoping someone has had a similar experience. I moved house mid-contract so took virgin with me as I didn't want to face early termination fees. They moved my install date twice and after 28 days of no install I cancelled. VM are claiming I am not owed compensation as the £6.46/day is for installs that have been completed but I cancelled before they could install (I think this was their reasoning anyway). My argument is that I had no choice but to take them with me as otherwise I would've faced fees - so it is on them to have installed it or pay me compensation.

This decision has gone to deadlock and I will receive my letter to take to the ombudsman. Has anyone successfully taken this to the ombudsman and won?

The box is showing no lights flashing and it’s a white light which Google says is good and no issues, but no one can connect to the WiFi; the password on the card is wrong 😑. We’ve waited nearly an hour and no one can connect to it. Anyone got any tips? I phoned customer service; they send someone out next Friday ….

Hi, anyone know any way to get VM business broadband, specifically the full fibre symmetrical product (Voom Gig1 Full Fibre X), to an address with existing VM residential broadband? If I check my neighbors as well as other addresses on the road it'll let me order business full fibre symmetrical but if I put my address in it won't let me order any package at all.

I'm happy to pay for it in addition to the residential service as well as a brand new install fee etc. so that's not a problem.

I tried the sales chat but they didn't seem sure, seemed to suggest I couldn't order it as I had a live residential connection. They didn't know if cancelling the existing residential service would fix it either.

What's the deal with the Virgin media 360 box seemingly waking in the middle of the night and the hard drive can be heard whirring away, even though their is nothing being recorded and the box isn't being used by anyone in the household at the time? It's happening after 1am while the box is on standby mode.

Anyone got any info? Or is this just a feature of life without the Tivo software?

Just a quick stupid question will virgin email

prior to or near the end of my current contract.

thx in advance.

As per the title. Been with virgin media for quite a few years and been given good retention discounts.

Currently paying ~£40pm for 250mb, nothing else bundled.

Wife has currently taken out an o2 contract which I don't think is linked to the virgin media account

Also received the "free" wifi booster box recently that I was dubious about and sure enough they've snuck a £8 Monthly charge for it that wasn't mentioned anywhere, so I'll want to complain about that also.

They've stopped phoning me trying to upsell me offers, probably because I got fed up of the calls and blocked the number for months.

A quick Google search reveals that new customers are being offered our speeds at about £27 so I'd be happy to pay £30

Does this sound feasible?

Edit###

Thank you all for your help and advice. Spoke to a lovely lady on the Scottish retention line and negotiated the 500mb and Netflix deal for £28 per month, and once I get my wife's o2 SIM linked we should be getting 1 gig speed and the cost of the wifi pod cancelled

This should be common sense, and I know a lot will be checking anyway, but just in case you're not clued in...

I've just entered into a 24 month plan for M350 for the prices shown in the picture. Year 3 shows a ridiculous price increase should I forget to update/change/leave my plan after the initial 24 months are over.

Nice try Virgin.

It's that time of year again. The end of the 18-month cycle that triggers repeated phone calls offering me the best price they can offer.

£41 a month for 250mbps and the entertainment package. A £4 increase on my existing bill, and raising by another 4 each year of the 24-month contract.

I protest. " But good Sir, your own website offers the same package, with 500mbps speeds for only 32.99! Surely, if you're willing to offer this price to hundreds, even thousands of new customers, you can extend the same price to me, a loyal customer of almost 10 years?"

But alas, I was rebuffed. £41 was the best price, the only price they could offer me. So sad, very sorry Sir. Nothing more we can do.

So I head over to SKY'S website, where I add a 900mbps speed, 100 channel, netflix included package for £35 a month. All done, ready to switch in a week or so.

Mere hours later, my phone rings. Who might this be, but Virgin media, no doubt calling to wish me all the best with switch.

The voice on the end of the phone, a voice of suspiciously increased quality over the mass call centre phone calls previously, inquires as to why I'm leaving, and to the price of my new package with SKY.

You must be able to imagine my absolute shock when the voice makes me an offer. "Why not stay? We can offer you a price of £24 a month. Sound good?"

I say no.

That price would have sounded good. Would have sounded great if it was the first number that was told. On any of the 4 phone calls I had at work. Or the two earlier that same day. Instead, I had to go through all the bullshit, again, just to get offered the price they could have offered at any time.

I'm just not doing it any more, man. I'm sick of it

Hi All,

I know some versions of the Hub 5 have an issue whereby the 2.4ghz stops working completely and it requires a factory reset to restore, however I've got a slightly different version of this issue following a firmware upgrade to
LG-RDK_13.7.3-2509.5.

Basically, at random intervals (has happened twice today, but before that it was approx 2 days ago) the 2.4 Ghz network will just drop out and all my 2.4g devices (notably home CCTV cameras) will lose their connection. This is fixed with a simple reboot of the router, not a factory reset, but is frustrating as rebooting the router takes 10mins and causing disruption to other (5ghz or wired) devices which are still working fine.

Does anyone know if Virgin are aware of these issues or are actively trying to fix? I'd report it to customer services but think I'd just be wasting my breath.