Virgin Media useless from day one

eskimo26

:mad:

A few problems with them:

1. I was told TWICE the installation fee would be waived when i negotiated the contract, the contract has arrived and it has a £20 installation fee. Virgin say i just have to wait till my first bill to see if it's charged and take it from there! So i feel like they lied to sign me up.

2. My password isn't working and my account details and name are only recognized 65% of the time so i have no choice but to call their expensive 08 number.

3. Am having problems connecting an iphone so i went online and it turns out their routers have been having problems connecting to mobile devices, big problems. Call up virgin on their premium number and again i get the brush off. Your router is fine you can connect anything. I think its some kind of sick joke that they expect me to believe this ongoing problem of several years is not documented.

Be very careful signing up to virgin media, record the call and if you have mobile devices good luck because from what i'm reading online you have no chance. Thankfully the iphone is my foster brothers and not for business so he can do without for now.

Oh one other thing!

4. They claim on their literature to have a 24/7 broadband/fibre activation line which i called up only to be told no staff are available and to call back between 9-10 PM! How is that 24/7?

CEO contact details would be appreciated pls.

They are a complete farce and all this after just 6 days, i'm already throughly sick of them.

Thanks all.

kwikbreaks

1. You should get the money back but the only way to be sure is to make a fuss now using the "thinking of leaving" option when you call and insisting on it.

2. Their website is in a word crap and quite often doesn't work properly. There is nothing you can do through the website anyway. The community forum works but replies from staff can take anything up to a week depending on how far behind they are. They only deal with technical issues not financial ones.

3. There have been problems with some devices connecting to WiFi in the past but sfaik they are all fixed now. Most likely this is something you are doing wrong.

4. The installer should have got it activated for you but as they are mostly subcontractors who have to do umpteen installs a day to make a living it's not uncommon for them to do a bunk leaving you to get it activated. I don't think VM claim that specialised service is 24x7 because in the main it doesn't need to be.


There is a 28 day cooling off / satisfaction guarantee period. If you really aren't satisfied call them again and cancel.

eskimo26 wrote: »

CEO contact details would be appreciated pls.

Google is your friend. This site blocks the url of the most obvious source of this information.
If you do take this route the chances are that they will play you along until you are outside the penalty free cancellation. They will certainly try that regardless of how you contact them. If you've decided to cancel then do it and don't accept any delaying tactics.

eskimo26

kwikbreaks wrote: »

1. You should get the money back but the only way to be sure is to make a fuss now using the "thinking of leaving" option when you call and insisting on it.

2. Their website is in a word crap and quite often doesn't work properly. There is nothing you can do through the website anyway. The community forum works but replies from staff can take anything up to a week depending on how far behind they are. They only deal with technical issues not financial ones.

3. There have been problems with some devices connecting to WiFi in the past but sfaik they are all fixed now. Most likely this is something you are doing wrong.

4. The installer should have got it activated for you but as they are mostly subcontractors who have to do umpteen installs a day to make a living it's not uncommon for them to do a bunk leaving you to get it activated. I don't think VM claim that specialised service is 24x7 because in the main it doesn't need to be.


There is a 28 day cooling off / satisfaction guarantee period. If you really aren't satisfied call them again and cancel.

No installer it was already done previously. Are you sure its a month cooling period? Our contract says 1 week. Thanks!

kwikbreaks

Hopefully this huge long link will work on the forum...

http://help.virginmedia.com/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=3244&CURRENT_CMD=SEARCH&CONFIGURATION=1001&PARTITION_ID=1&USERTYPE=1&LANGUAGE=en&COUNTY=us&VM_CUSTOMER_TYPE=Cable

Money back guarantee

Love your cable or get your money back.
Money back guarantee: The 28-day money back guarantee is available for new cable customers and existing cable customers taking a new service. Call us within 28 days of service activation to cancel and we'll refund the first month's charge and any installation charge. You will only be charged for transactions (calls, texts, purchases, service upgrades) occurring after activation. Statutory rights not affected.

If they are posting hubs out to new customers now then maybe activation is 24/7 as you said. I'm sure it used to be technician installs for new customers in the past.

The Superhubs are pretty poor and it's not unusual to get a duff one. Does anything connect to your WiFi or is it just the iPhone that can't.

eskimo26

kwikbreaks wrote: »

Hopefully this huge long link will work on the forum...

http://help.virginmedia.com/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=3244&CURRENT_CMD=SEARCH&CONFIGURATION=1001&PARTITION_ID=1&USERTYPE=1&LANGUAGE=en&COUNTY=us&VM_CUSTOMER_TYPE=Cable



If they are posting hubs out to new customers now then maybe activation is 24/7 as you said. I'm sure it used to be technician installs for new customers in the past.

The Superhubs are pretty poor and it's not unusual to get a duff one. Does anything connect to your WiFi or is it just the iPhone that can't.

Thanks, its only his apple smartphone but he also tried it on his friends handset and its the same issue, i googled what it said and found the hubs have long term ongoing problems, it was a thread on the virgin forums that are still being posted in, apparently their MIGHT be a hub upgrade that MIGHT fix the issue but it will be some time after christmas. :eek:

His phone connected to 02 broadband just fine, also my other foster brother's very old nokia connected fine but it seems to be dicey with apple or google devices.

dave_dph

If you have the original superhub then the wireless range is pretty poor regardless of the fact you are having connection problems; however, you can put the hub into modem mode and use your own wireless router which should vastly improve the situation.

If you have the new superhub 2 (as i do) then the wireless signal is better than the original, but you can still put it into modem mode until your connection issues are resolved if you so wish.

Happy to talk you through it if you need help.

Pippin12

dave_dph wrote: »

If you have the original superhub then the wireless range is pretty poor regardless of the fact you are having connection problems; however, you can put the hub into modem mode and use your own wireless router which should vastly improve the situation.

If you have the new superhub 2 (as i do) then the wireless signal is better than the original, but you can still put it into modem mode until your connection issues are resolved if you so wish.

Happy to talk you through it if you need help.

Sorry to gatecrash but I'm with Virgin and have a superhub. How do I put it into 'modem mode' to attach my Belkin router please? Do I just plug the Belkin into it?

Cycrow

You will need to go into the admin page of the super hub, there you will find the option to enable modem mode, which effectively disabled all the router functions.

when you do this make sure your router is plugged into the correct slot (it has to be plugged into a specific one to work)

notin2005

I had problems with my router dropping it's connection. After numerous calls on the landline 150. I got credit back for the lost of signal for two months. Had a new router swapped. After that and a call to Virgin. They offered to send out a router ( D-Link ) to connect TO the Superhub. (if you do get sent a router there are no instructions. You have to work it out yourself)
I went to Virgin Media > Help > Broadband Connection > Wireless Networking on how to change the Superhub to Modem Mode.

Showing how to connect the router to the Superhub ( in modem mode )

Now i have had no problems with a weak or dropped wifi signal.