Virgin Media Broadband Faults

franklally

I left VM in November after 2 months because their service was so shockingly poor - I got home to a debt collecters letter yesterday as they had sent my closing account balance to the account they had closed (that I could no longer access) - I paid almost £200 to leave their service early (and I never did receive the free set-top box they were offering) but it was worth every penny for my peace of mind.

Virgin Media are a terrribly poor company and I could only recommend no-one ever touches them with a barge-pole

h5djr

I've been with NTL/Virgin Media for many years and, apart from having to phone them on their free 150 number to keep my retention deal, I've had very few problems. The broadband is up and running almost all the time. I am now retired and I use the connection at all sorts of time of the day and experience very few problems.

The last time I phoned about my retention deal, which was £12.50 per month for broadband they told me this was no longer available but I could have the same for £17.00 with no need to ever renew.

devils_advocate

I want to move from Virgin Media. My problem is that I've had email accounts with them for years, and I rely a lot for repeat business from people who have had my account from some time ago.

Is there any way to set up or get them to set up an auto forward from the blueyonder email accounts to new accounts?

RichA

normanmark wrote: »

Well if they gave you 4 times more the speed for less money why did you not take it? Surely you look a fool now saying that you're getting more for your money with another provider & when in actual fact you've stayed with the company whose clearly offering you 4 times less the speed for more money?! Wheres the logic in that?

You're very much missing something. I did take it. It was the offer made to retain me as a customer. But I had to phone up to have it reapplied every three months. Then, with the re-branding to Virgin Media, I had to telephone monthly because they failed to correct my bill.

Around the same time they then moved all 10mb customers to 20mb, and introduced traffic shaping. At the same time, they removed my retention deal(10mb for £17.49 per month), and expected me to pay the full whack of around £35 per month.

I then decided to leave, and was offered another 'retention' deal of 4mb for £17 per month, which I took. I'm now irate that the deal made to keep me as a customer has been bettered by their standard tarriff, yet I'm being billed for the higher rate.

And I'm also quite lost as to why my thread, and several others, have been merged with a faults thread. At least mine and one other had nothing whatsoever to do with service faults...

--Rich

RichA

normanmark wrote: »

Sorry Rich, happy customer of 5 years here. Even through the changeover to Virgin. Instead of replying back to this call 0800 0520184 and cancel the service. I'm pretty sure you won't. If you don't like the service - don't use it! No one's forcing to use such an inferior service are they?!

I tell it straight down the line. It's been obvious for months the traffic shaping methods they've introduced (and rightly so imo) they've given customers plenty of room and time to cancel their contracts. Instead of doing that you've decided to sit & moan. Fair enough but where has it gotten you? You're sat complaining about a service you don't want! If that was myself I'd be getting rid of it quicker than you can type moneysavingexpert dot com

And again, chief, you're missing something. I was unhappy that a far better deal was offered elsewhere, so I did telephone to cancel. I was offered a similar product for a similar price to stay with NTL/VM, and I opted to as it was easier than moving.

Except the deal was taken away, and I was automatically put onto the higher rate. After several attempts at getting my pricing corrected, and on each occasion it was corrected for a month, I was told that my retention deal had been withdrawn. I then requested that my connection be terminated as I did not want to pay what I was now being billed. A new retention offer was made - of a 4mb connection for £7 below the advertised price. I accepted as it took me back down to the £17 per month I'd already been paying.

And now I'm p*ssed off that the "£7 less than the advertised price" is absolutely nothing of the sort. I'm paying a quid over the advertised price. I wish I'd checked when the offer was first made, but it seemed reasonable enough to me.

I can say with much confidence that I will be moving to a different provider. The main point of me creating a thread was to see if anyone else had been treated in a similar fashion, or whether it was isolated to just me.

And, from looking around, I'm not the only person who feels let down by VM. Yet you're particularly quick to jump to their defence, and seem somewhat ignorant of the facts presented. I shall make them somewhat easier for you to read, if it helps:-

I join NTL.
I am happy for well over 2 years.
I notice a competitor advertising 8mb for the same price as I'm paying for 2mb.
I telephone NTL, as I was to be disconnected.
NTL offer me 10mb for nearly the same price as the competitor. I am told this is a permanent deal and that I would be kept on it until I opted to leave.
3 months later, my bill has moved to the higher rate. I telephone to enquire and am told that I'll have to call every 3 months to have it reapplied. I'm not particularly happy with this scenario, but it seems easier than signing up elsewhere. But had I been informed of this when I was initially offered the 10mb product, I'd still have left.
VM takes over, and the 10mb service becomes 20mb. I can't remember which happened first.
My monthly bill fails to be the agreed monthly charge. Every month I phone up to enquire, and every month the member of staff states that they can see that I've been offered the lower price, and have taken it, but that it hasn't 'taken' on the system. Each month a credit is issued and the promise made to have a senior member of staff correct the issue. Each month the problem has failed to be rectified.
One month I call to have the discount reapplied. I am now informed that the deal has been withdrawn. I request disconnection. I am then offered 4mb for £17 per month rather than the advertised £24 per month, which I accept.
A few weeks later, I visit their website and now see that the standard charge for this product is £16 per month.

At which point, I came on here to post my situation, to see if others are experiencing similar problems, and to consider what my next move is.

Is the above clear enough for you, or are you going to argue that I'm a fool for not taking an offer made to me, which I did actually take?

If you re-read my earlier posts correctly, you may grasp the concept that the traffic shaping makes little difference to me, and my usage of their services. However, it is pretty difficult to miss the point that such 'management' enforces limitations on my potential usage. And I fail to see anything back from having the service I pay for each month restricted for 33% of each day, although it has now reduced to nearer 20% of the day.

Sometimes I think you are deliberately trying to miss the facts presented to you?

Regards,

--Rich

littleange

Is it just people with broadband only who have to keep phoning every three months? We were told if we took another service they could apply deals for longer?

the_devil_made_me_do_it

Can virgin tech support disable wireless connection somehow?

BexTech

the_devil_made_me_do_it wrote: »

Can virgin tech support disable wireless connection somehow?

I suppose they could do if you had enabled on your router the facility for people over the internet to do so (Remote Administration) and left the username and password to access to router setup as the defaults. However VM wouldn't do that anyway.

the_devil_made_me_do_it

Why wouldn't they?? Not only was their support fully useless, it cost me £7 the first time I called and god knows how much the second time; I was on for 23mins, don't they have a 10 min clause?

BexTech

What exactly is wrong and what did VM tell you to do which has now caused it?