Getting hold of Virgin

soolin

Virgin are now near impossible to get hold of. I'm losing my home phone apparently as my Hub was installed in a different room from my main telephone box and apparently will no longer work when my area is switched to all fibre services. Then I have a discount ending in November 2023 which will increase my broadband charge from £44 to £60 a month (this is broadband only). 
I got a letter saying that the way the bills were increasing would change and if I didn't accept the new changes I could cancel my service free of charge by phoning 150 from my home phone (before it is cut off), but it is impossible to actually talk to anyone.

I've tried several times already and I'm already at 41 minutes and still holding - usually I get disconnected at about an hour.

I can't see anyway of cancelling my contract online either.

Not sure where to go from here - has anyone successfully put in a cancellation request by email or snail mail? 

born_again

Login to your virgin acc & select contact.

There is also a blue box that pops up on righthand side with message us. Which is online chat.

soolin

I did try online chat but they weren't helpful and even the rep wasn't really able to help- he just said he would transfer me to retentions and then I gave up.

However I did finally get through to someone on the phone, they have offered me my current package which is M250 Fibre Broadband only at £28 a month. I am currently paying £44 and it was due to go up to £66 a month, although I do currently have home phone included, but that is going anyway as my area is going all fibre. 

I'm pleased with £28 a month so it was worth the wait on the phone. The rep did say there was an element of 'loyalty' bonus in that as I've bene with them forever.

born_again

I know I had to try online chat twice as, like you 1st rep did not want to assist in the way they should. 2nd one like your phone call did, & I got the deal I wanted, which was the same as I'm on Full TV package & M600 fibre for £4 more. We do have home home, but is never used, as have more than enough free mobile mins available, thanks to Bolt.

JSmithy45AD

soolin said:

I did try online chat but they weren't helpful and even the rep wasn't really able to help- he just said he would transfer me to retentions and then I gave up.

However I did finally get through to someone on the phone, they have offered me my current package which is M250 Fibre Broadband only at £28 a month. I am currently paying £44 and it was due to go up to £66 a month, although I do currently have home phone included, but that is going anyway as my area is going all fibre. 

I'm pleased with £28 a month so it was worth the wait on the phone. The rep did say there was an element of 'loyalty' bonus in that as I've bene with them forever.

Have I missed something? Why would you lose your home phone while on Virgin Media broadband?

soolin

JSmithy45AD said:

soolin said:

I did try online chat but they weren't helpful and even the rep wasn't really able to help- he just said he would transfer me to retentions and then I gave up.

However I did finally get through to someone on the phone, they have offered me my current package which is M250 Fibre Broadband only at £28 a month. I am currently paying £44 and it was due to go up to £66 a month, although I do currently have home phone included, but that is going anyway as my area is going all fibre. 

I'm pleased with £28 a month so it was worth the wait on the phone. The rep did say there was an element of 'loyalty' bonus in that as I've bene with them forever.

Have I missed something? Why would you lose your home phone while on Virgin Media broadband?

My phone was part of my old broadband package, it worked out cheaper about 10 years ago to pay Virgin for it all rather than pay for my broadband to Virgin and then line rental to BT. 

My area is switching to all fibre so the old BT line is not going to be supported , they said I could still have a home phone but both the HUB and my BT line had to be close (I’m sorry I can’t explain this very well) as my phone needed to come in via fibre via the hub. My phone point is near the front door, my Virgin hub is in the dining room so they said I would need to have some re wiring work to get the phone line near the hub, this might mean cables rubbing through the house. I barely use my landline so decided not to have the re wiring work done. I do have the opportunity , should I ever need to, to use the old BT line ia a different provider . 

EDIT , this might explain it better 

https://www.virginmedia.com/help/landline/fibre-phone-faqs

What if the Hub and my phone are in different rooms?

Ideally, the Hub and your phone should be within 2 metres of each other. Our technician will chat to you about this when they connect the Hub. If you’d like your phone to be further away from the Hub, our technician may need to do additional wiring. Don’t worry, this won’t cost any extra.

Ayr_Rage

I think you have misunderstood what Virgin have told you.

You just need to move to broadband and VoIP phone from them, the phone handset just plugs into the hub and I guess the cable for that is 2 metres long.

They won't be extending the line TO the hub, that incoming line will be redundant.

The old copper line that you have for the phone will, sometime soon, become completely redundant and even now you may not be able to order any type of service from another ISP over that, depending on the status of your exchange.

soolin

Ayr_Rage said:

I think you have misunderstood what Virgin have told you.

You just need to move to broadband and VoIP phone from them, the phone handset just plugs into the hub and I guess the cable for that is 2 metres long.

They won't be extending the line TO the hub, that incoming line will be redundant.

The old copper line that you have for the phone will, sometime soon, become completely redundant and even now you may not be able to order any type of service from another ISP over that, depending on the status of your exchange.

They said I would need an engineer to come to make the changes but would still use my old phones just as I do now. 

I did tell them I had no objection at all to having my phone in the dining room with the hub, but they still insisted I needed some sort of phone point available, in the end I decided since I only use the landline about 4 times a year, it wasn't worth paying extra to keep it. I'm very pleased with my £28 tariff, I'm saving £16 a month over what I'm paying now. 

PZ19

Try ringing 150 around 8 in morning 

soolin

PZ19 said:

Try ringing 150 around 8 in morning 

As above, all sorted now thank you