Problems with Virgin Media

jonners999

I've Been with Virgin media for approx 20 years
In April this year signed up to one of their new 'collections' with Tivo box and '60Mb' broadband.
Soon became apparent that was not getting anything like 60Mb and even internet based TV catch-up was failing. Many calls during May/June/July
Problem got worse in September, when students returned to College/University (I am in a high student area!). Now totally impossible to surf the net at any speed from around 7pm until Midnight (and beyond) and no chance at all of watching streaming video, or downloading any file (except extremely small).
Virgin media has admitted there has been/is a problem (Since July) and have offered £15/month off for three months until it is supposed to be fixed on 2nd January.
They will allow me to stop the broadband, service but none of the others as they say they are providing me with all of my TV and Telephone services (despite the Tivo box not working with catch-up TV). I desperately want to leave them, but it seems I'm stuck, unless I can prove that the broadband service is part of a 'package' and that I can get out of it this way.
Looking for any advice?
Help

poet123

jonners999 wrote: »

I've Been with Virgin media for approx 20 years
In April this year signed up to one of their new 'collections' with Tivo box and '60Mb' broadband.
Soon became apparent that was not getting anything like 60Mb and even internet based TV catch-up was failing. Many calls during May/June/July
Problem got worse in September, when students returned to College/University (I am in a high student area!). Now totally impossible to surf the net at any speed from around 7pm until Midnight (and beyond) and no chance at all of watching streaming video, or downloading any file (except extremely small).
Virgin media has admitted there has been/is a problem (Since July) and have offered £15/month off for three months until it is supposed to be fixed on 2nd January.
They will allow me to stop the broadband, service but none of the others as they say they are providing me with all of my TV and Telephone services (despite the Tivo box not working with catch-up TV). I desperately want to leave them, but it seems I'm stuck, unless I can prove that the broadband service is part of a 'package' and that I can get out of it this way.
Looking for any advice?
Help

Did they change you to a superhub when you got the new package? We had a lot of issues with ours and had to have it changed 3 times before the signal strength was acceptable, even now we sometimes have to change the channel.

keyser666

Had exactly the same problem but had issues with my Tivo box but they said they would refund me the cost of my TV for 3 months due to the poor reception and the fact that the return path on the Tivo wasn't always working therefore couldn't use the catchup facility. I tried to get out but they werent having it either.

Been sorted now with a replacement box but think you could get out of it if you push hard enough as you bought it as a collection "package" rather than individual aspects, will be a long slog though

markelock

I have a similar issue. broadband just drops out, every day, intermittently (normally when I really need it - I work from home)

Yet check their site, and the service is sold as working. I received several months of free broadband, so kudos for that, but they always say, we have to wait until the fault is fixed before we give any money back - this time, it's not due till december.


I don't have any other fast broadband in my area, if I did, I'd cancel. I suggest you do, if you have alternate suppliers.

halibut2209

If any of your problem connections are wireless, it's worth going into the hub settings and changing the channel

jonners999

Thanks all,
I've made the changes to my wireless, but as my main connection is wired, it's not that. They've changed my TiVo box and my super hub, but no improvement. I spoke with someone in their 'technical' department, who admitted that the problem was 'Over utilisation'. As we both described it, "trying to put a quart into a pint pot", or in Virgin Medias case a gallon into a half pint. I'm getting a BT line in next week and will use that in the evenings and when/if that's working OK I will try to get out of the contract.