Advice re virgin media please

hdh74

Been with virgin for broadband and phone line a few years. Was on £37 a month. They phoned and said our router was ancient and would be sending someone with a new one which we would have to set up. On the designated day nobody turned up. After my complaint they said an engineer would come and do it free of charge, I could stay on the same price, and I did not have to have a new contract.

So next bill I got charged for the engineer. Got that refunded but still charged £10 for upgrade. Couple of weeks later got a letter saying it was going up to £40. Tonight got a phone call, trying to get me to upgrade my contract and they told me I'm now on a contract till next July at £44. However the lady did say when she looked back in the notes that there was one saying no new contract. Which seems to have been ignored.

Also, supposed to be on 50mb but best we've had is 22 - often runs much slower and was totally out for 12 hours a couple of days ago, Regularly have brief outages.

So, basiclly I'm pretty sick of them but have no BT land-line so would have to pay for a line to change.

Thinking I'll try and haggle with virgin but would also like to consider changing - any advice please. Not familiar with this part of the forum (usualy only viist the comps pages) so not sure where to look sorry.

latecomer

you quite often get deals from BT where they will install a new line for a small charge or even free so dont let a lack of a BT phone line stop you from looking.

First thing to do is to phone up and say you want to leave - make sure you know what other deals are available so you can use this to negotiate. If they dont offer a good deal then go ahead with the cancellation and then someone should phone back in a few days from the retention team and they have much more power to give better deals.

datlex

Before considering leaving check what line speed you can get with BT. No point cutting off your nose to spite your face.

Smartsaver7

Not had any problem, the broadband speed quoted is the most can expect, I have 100 but never reach more that high 40's which unless streaming loads of games Hugh enough, I would threaten to leave, they will probably do you a deal.
Was with Sky and a nightmare. so grass may not be greener.

Smodlet

Have you checked to see which providers can deliver to your address and what services they can offer? If not, you can find out here

The more information you have at your fingertips when you call Virgin, the better chance you have of getting them to play ball as they will realise you have done your research and they cannot pull the wool.

Their phone calls should be recorded so, if you were promised certain things such as no new contract, no price increase, they should honour these or allow you to leave without penalty.

HTH.

hdh74

Smodlet wrote: »

Have you checked to see which providers can deliver to your address and what services they can offer? If not, you can find out here

The more information you have at your fingertips when you call Virgin, the better chance you have of getting them to play ball as they will realise you have done your research and they cannot pull the wool.

Their phone calls should be recorded so, if you were promised certain things such as no new contract, no price increase, they should honour these or allow you to leave without penalty.

HTH.

thank you, I do need to get more info first. I'm afriad your link didn't work though.

Smodlet

Dash it all, sorry about that. It was this: https://www.samknows.com

I've just checked it and their whole website has changed, so you might be better going for this bit of it: https://www.samknows.com/broadband/broadband_checker

It will tell you who has what infrastructure at your local exchange and how far your property is from it, which will affect non-fibre BB speeds. It will also take you to a page showing the various different prices for those providers' different packages.

Apologies for the inconvenience.

hdh74

Please don't apologise, thank you very much for taking the time to help, it is much appreciated - I will certainly use it, thanks.

splot_2

You may be on their 100mb service, but does your Laptop, PC or ipad or device actually work at that speed?

My ipad 2 will only give me about 42mb max download on a 200mb service, and my iphone 6 gives me nearer 150mb at the same time.

Its worth considering that when you decide to move, because it depends on the age, type of kit etc as to what speed it can handle.