r/VirginMedia

You guys did warn me not to switch from EE! But the lure of a Gig2 Synchronous service was too much!!

Door to Door salesman was shocking ... promised:

• Hub5x - Modem mode is now available via a newly released firmware upgrade. Incorrect
• Engineer doing your install will take off BT external entry point, and re-use fibre to centre of house. Incorrect.
• The O2 SIM card is included. Incorrect, was an additional charge. Not needed, cancelled.

I know door-to-door salesmen will say anything. But what's worse, IF you cancel the installation on the day due to something the salesman said .... it reflects badly on the engineers, NOT the salesman. That's poor.

Website is massively frustrating ... all it wants to do is check my kit. There is no way to log a ticket, or contact support at all.

Anyway, back to my query ... Salesman told me that Gig2 synchronous was included in my package. When I queried why it was not on the order sheet, he said "Oh it's definitely synchronous, just a back-end issue".

I then queried the engineers before installation ... they checked and said "Yes, definitely on our order sheet".

Guess what, 2Gig down, 220Mbps Up.

Some research online suggests that it needs an engineer to activate. The cynical part of me thinks it's not part of the order, and I'll end up charged more to activate it.

Any VM Techies able to confirm best route to get it sorted?

I tried calling the offshore call centre and was told "Oh just wait 24-48 hours for it to settle". Don't think they quite got the problem!

Signed up in store for 1GB fibre + Netflix for £29/mo.

Is it worth calling the number floating around and pushing for £24/25 or not feasible as a new customer?

To be honest I’m happy with the deal as it’s double the speed of my previous supplier and £6 less.

Asked retentions today for a price of 1 gig hub as my contract finishes in August. I am downsizing as virgin is to expensive. £52. I think that's to much. I'm off

Iv had 1gig virgin media since Feb & still haven’t managed to get the 1gig I pay for, I’m a new customer so it’s £29.99 a month & I’m getting speeds of only 122-200mbps iv rang them countless times & had 4 separate technicians come out within the space of the last 2 months of which each time its a new router job so they came in checked the cables & then put the issue down to the router even tho the router they provided was brand new so Iv had 4 new routers, they checked the green box out on the street & done a test from there van to the box & it’s the same speeds 122-200mbps even tho I’m on a 1gig plan so I should be pulling minimum 513mbps which Iv not even got close to I make the call to them & they offer to send out WiFi pods which arnt going to make a difference, iv now got a guy coming out tomorrow I duno wot time as there’s not a time stated & he’s coming out to check the ampage at the green box out on the street IF that’s ok then im screwed so at this point i put a complaint in & im waiting for them to either give the 1gig im paying for or on the 26th of July which is 30days il be leaving & terminating my contract on the grounds of there in breach of contract & the il be moving to another provider, heard BT or EE are ment to be good I think they offer 1.6gb for £51, & in case your wondering I have 3 smartphones/3smart tvs/ ps5 pro/ & 2 Alexa’s & struggle to stream any program or film at the same time with the speeds im getting,I thought I’d write this post to let anyone else who’s going through the same issue as what I’m currently going through to just let you know your not going through it alone as I’m currently experiencing the issue. Just put a formal complaint in & then they have 30days to correct the issue if they fail to do so you have the right to terminate the contract due to VM breaching the agreement.

I’m getting Giffgaff 900/900 service installed soon (it was a bit confusing having to cancel VM first).

Anyway, I’m curious if the Giffgaff fibre will use the existing coax ducts at all?

Currently initial 18m contract at £68pm for M500 plus Mega TV & Sky Sports end in mid September. My new deal was supposed to go to £163 (some chance!) but I've just noticed offer in app for new 24 months contract at £70 (plus annual increases in April). I'm happy with service and package and this seems decent, to avoid having to get Openreach installed etc, but I don't know if this is a good offer, or worth holding on to haggle near, or at, contract end. Can anyone advise?

Thanks.

Update 6/7/26: Thanks for feedback, consensus seems to be to phone the retentions number, which I will do. As my contract ends in Mid-Sept, when would be the best time to phone them? Would I get a better deal the later I leave it, or does that weaken my hand if I don't have a fallback internet connection provider?

Looking to move from sky to virgin. Already have virgin 1gig and sky renewal just to expensive.

Price seemed ok with virgin but only offering me streaming box. I need recording as sometimes miss start of F1 races and can't wait the hours untill they available on catch up.

This going to seem like real stupid question but can i just buy a 360 box from like eBay and plug it in and off I go? Or is there hoops I need to jump through? (In HFC area if makes a difference)

Is the Wi-Fi down in the Eccles area?

Reached end of contract on 150Mbs service and cost shot from circa £24 > 68,s o I informed them I wanted to terminate the contract (did not accept their £27 offer). 2 weeks later, “the last 30 days team” (self proclaimed) called me and offered the same deal for £22, so I took it.

Since then the internet quality has been poor. A notable difference on every device in the household. Stuttering, lagging, buffering. Videos on X for example, usually short would play no problem, instantly. Now they sometimes just don’t play. YouTube, buffering or not loading like crazy. Everything feels like dial-up - in spits and farts. Sometimes it’s okay, but when it grinds, oh my lord it’s awful.

TLDR; Do customers who accept retentions deals go onto some janky slower, 2nd rate citizen tier tariff or network or something?

It sure feels like it. Still in my cooling off period so considering backing out or having an AI compare deal pdfs and contracts for differences.

Fast.com ranged from 2.9mbps to 500mbps, eventually settling on 23Mbps (then 8, 31, 14 and 17mbps on subsequent tests!)

Speedtest.net reported 0.35mbps !! (then 26, 9, 12 and 19mbps)

No vpn.

Uploads seemed consistent with what I was used to previously, circa 20mbps

Maybe because of the weird start date or maybe it's normal but I just joined I think in May, and they're changing me for 2 months but I haven't got enough to cover it because reasons that don't matter.

Do you get some warning emails for a couple of days, weeks etc, or do they just cut you off as soon as the direct debit fails?

Hello, I recently cancelled my contract with virgin through the bereavement clause, meaning there was no cancellation fee. And on the phone I was assured multiple times that I would not need to return my kit as it was old so I can safely just dispose of it myself which it’s been gone a few weeks by now.
I’ve just received a letter in the post now saying that I need to return the kit or pay over £1000
What steps can I take

So I signed up for a broadband package for my uni house last June (one of their 12 month student packages). I’ve found the original contract they sent and it says ‘minimum term: 12 months’.

I thought it was funny that they hadn’t contacted me to send the router and booster back to them yet, so contacted them via online chat and was told if I wanted to cancel, I’d need to pay a £420 early cancellation fee, since I’d signed up for an 18 month contact that ends Feb 2027.

Anyone have any idea of what I should do? I don’t especially wish to pay £420 to cancel, nor do I want to pay the new price of £75 each month until Feb next year. I have the original contract to prove I signed up for 12 months, but not sure who to contact about it.

Would anyone have any idea how I get the free Netflix after signing up for the 1GB broadband.

Rang up, got straight through to a human (in a UK callcentre no less), 10 min call. Told them I don't need a landline or TV. They offered £22 for Gig1 and Netflix.

Before I was paying £42 for 500mbps, Mixit TV, and weekend chatter.

Love it

Edit: I rang the retentions number (0203 743 6947). I also think £22 is for Volt customers, £24-£26 otherwise without.

Seeing as we now have all different levels of Staff, from customer service to higher staff,

If you could change one thing about VM, what would it be?

Let’s see if we can get some ideas and maybe VM will see it and change or improve

Bit of an odd one this, now i know this printer used to work on VM Hub, but that was a long time ago ... for the past few years ive had a secondary router plugged in as an access point in a remote part of the house, this is a TP-Link AX20, it was connected via cat5 to the Hub5, all devices kicked out the same SSID and it worked pretty solid for years (printer has been in the same area as the secondary router for a while)

we are now moving things about and as such going back to one router (or the hub5 only if you like) and i cant for the life of me get this printer to work properly

First issue, it couldnt even see the wifi, turns out the printer is only 2.4ghz and for some reason the Hub5 despite having both 2.4 and 5 enabled only seems to want to connect on 5ghz, so split the 2.4ghz to <SSID>_2 ... gettin somewhere ... now the printer can see the wifi, i can put in the password and it connects ... kinda ... this is were it gets weird

printer is connected, has a green icon saying yeah im on the wifi, but none of the other devices can see it, ok log into hub page and find its IP address, and there it is, BUT there is no IP address associated to it.

tried adding a rule in DHCP to give it a fixed address, nope

added rule to allow mac address (nothing blocked anyway, but why not) nope

reset printer to factory settings, nope

rebooted both printer and hub multiple times (not factory reset hub, just rebooted)

pulled whats left of my hair out ... many times

eventually went and got the old secondary router, quickly reconfigured it and set it up next to the hub and boom away it went ...

so for some obscure reason it gets an IP address when it connects via the TP-link but not when connected to the hub5

any 'sane' ideas??

and yeah i know its an old printer, but it still works with the cheap 'compatible' ink that most printers dont like these days and its only for printing off the odd document or 2, so dont need a fancy all singing all dancing photo printer

TL/DR

printer connects to hub via wifi but doesnt get an IP, but will get an IP when connected via secondary router