Virgin Media Discussion Thread

[Pyr0m@nI@]{]

Virgin called me back today to offer 350 for £34pm or 500 for £40pm
TBH last night I was thinking maybe I should cancel the disconnection as I didn't want to be bothered with taking time off work and having engineers visit to have Voda fitted during lockdown. So I've accepted a new contract with Virgin for less hassle.

 

[xb8browney]

So if we get a price hike letter and you're still in contract you can cancel early and wait for retentions?

 

[Ayahuasca]

So if we get a price hike letter and you're still in contract you can cancel early and wait for retentions?

Don't think so as you agree to potential increases on the initial contract.

 

[Avalon]

So if we get a price hike letter and you're still in contract you can cancel early and wait for retentions?

Potentially, if it's above inflation and you notify them within 30 days of receiving the letter, yes. However from what I read earlier it's not being applied to the new bundle customers, which means that anyone who took service out from the middle of last year can't do that as the price they are paying won't change.

VM are trying to emphasise that they didn't increase prices last year and this year they need to, uplifting a load of peoples broadband speeds for free and giving them extra channels etc. was always going to kick in at some point. The down side of that argument is that some people have genuine issues and the call centres are already operating on reduced staff numbers. so a higher call volume is unlikely to end well.

 

[Drake5]

While I absolutely would hold them to account for the speed they’re promising vs. delivering I doubt you’re actually being inconvenienced by these speeds. Most websites (even huge streaming websites like BBC, sky and Amazon) will only be giving you 25Mbps per stream at peak times because that’s plenty. In my experience you very rarely notice the benefit of anything over FTTC speeds unless you’re running your own web server in which case the benefit comes from upload speed, not download anyway.

What about something like downloading a game? I'm currently getting 100mbps, which would be a much slower download speed than the 600mbpbs I pay for. Anyway, that's not even the point, VM are charging for a service which they aren't delivering

 

[Drake5]

@Simon42

Spoiler: Stats

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 138750000 6.6 40 256 qam 1
2 146750000 6.4 40 256 qam 2
3 154750000 6.5 40 256 qam 3
4 162750000 6.5 40 256 qam 4
5 170750000 6.5 40 256 qam 5
6 178750000 6.5 40 256 qam 6
7 186750000 6.5 40 256 qam 7
8 194750000 6.8 40 256 qam 8
9 202750000 6.6 40 256 qam 9
10 210750000 6.8 40 256 qam 10
11 218750000 7.3 40 256 qam 11
12 226750000 7 40 256 qam 12
13 234750000 7.3 40 256 qam 13
14 242750000 7.1 40 256 qam 14
15 250750000 7.3 40 256 qam 15
16 258750000 7.1 40 256 qam 16
17 266750000 6.9 40 256 qam 17
18 274750000 6.9 40 256 qam 18
19 282750000 6.6 40 256 qam 19
20 290750000 6.6 40 256 qam 20
21 298750000 7 40 256 qam 21
22 306750000 6.6 40 256 qam 22
23 314750000 7.1 40 256 qam 23
24 322750000 7 40 256 qam 24


Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 40.3 707 0
2 Locked 40.3 675 0
3 Locked 40.9 556 0
4 Locked 40.3 566 0
5 Locked 40.9 652 0
6 Locked 40.3 670 0
7 Locked 40.3 683 0
8 Locked 40.3 569 0
9 Locked 40.9 401 0
10 Locked 40.9 414 0
11 Locked 40.3 314 0
12 Locked 40.9 437 0
13 Locked 40.9 393 0
14 Locked 40.3 377 0
15 Locked 40.3 330 0
16 Locked 40.3 348 0
17 Locked 40.9 322 0
18 Locked 40.3 374 0
19 Locked 40.3 338 0
20 Locked 40.9 264 0
21 Locked 40.3 241 0
22 Locked 40.9 277 0
23 Locked 40.9 238 0
24 Locked 40.3 283 0

I think this is the full data of the downstream

 

[discoally]

My 12 month contract just finished, went from £89pm to £139. I complained, got the same deal again for £90, free 12 months worth of prime and the extra I was charged added as a credit to my account. Not a bad deal for 500mb, tv with movies and sports and an unlimited sim

 

[WJA96]

What about something like downloading a game? I'm currently getting 100mbps, which would be a much slower download speed than the 600mbpbs I pay for. Anyway, that's not even the point, VM are charging for a service which they aren't delivering

A bit touchy aren’t you? Did you miss the first part of my post? They should certainly give you what you’re paying for. But in the meanwhile you should be claiming money back, no? And I very much doubt anyone is saying “Broadband’s slow tonight” in your house.

 

[Drake5]

A bit touchy aren’t you? Did you miss the first part of my post? They should certainly give you what you’re paying for. But in the meanwhile you should be claiming money back, no? And I very much doubt anyone is saying “Broadband’s slow tonight” in your house.

Not touchy at all, but you seem to have ignored the main point I made

 

[WJA96]

Not touchy at all, but you seem to have ignored the main point I made

Not at all. But let’s be honest. No-one except VM can help you.

 

[Avalon]

What about something like downloading a game? I'm currently getting 100mbps, which would be a much slower download speed than the 600mbpbs I pay for. Anyway, that's not even the point, VM are charging for a service which they aren't delivering

While I agree in principal, you need to add a little context. VM don’t stipulate you are guaranteed the headline speed at peak times, in fact they only guarantee 50% of the speed you signed up to from Feb 2019, they also only guarantee that on network, as with all ISP’s, traffic from off network third parties is beyond it’s control, in much the same way that traffic leaving its network to get to a third party is largely beyond its control. It’s therefore perfectly possible that you are getting exactly what you are paying for. What does using VM’s on network speed test give you? If it’s 50% or greater than your original contracted speed, then you’re good. If not then follow the process through and you can leave if they don’t fix it.

https://www.virginmedia.com/shop/the-legal-stuff/virgin-media-speed-policy

 

[hyperseven]

Did the 'retention dance' with them this morning as my special offers were coming to end next week and would increase my price by about 80%.

The usual foreign call centre at first and when I said, 'nah I'm still leaving', passed to the real UK retentions team. They didn't even haggle and managed to get another 12m extension at the same low price

 

[chroniclard]

Did the 'retention dance' with them this morning as my special offers were coming to end next week and would increase my price by about 80%.

The usual foreign call centre at first and when I said, 'nah I'm still leaving', passed to the real UK retentions team. They didn't even haggle and managed to get another 12m extension at the same low price

Good result. I had to actually cancel before getting my "offer".

 

[ChrisD.]

Am I right in saying that the only way to get a static IP address is to use Virgin Media Business?

Apart from static IPs, does business bring any better customer service or any other benefits?

 

[chroniclard]

Am I right in saying that the only way to get a static IP address is to use Virgin Media Business?

Apart from static IPs, does business bring any better customer service or any other benefits?

Yes, however my IP had not changed in a long time, it just might.

Business offers somewhat better support and response.

Do you need static for something?

 

[Avalon]

Am I right in saying that the only way to get a static IP address is to use Virgin Media Business?

Apart from static IPs, does business bring any better customer service or any other benefits?

You get a dedicated business team for CS, slightly different hardware iirc and a different loss of service compensation policy, though in fairness with OFCOM's change in policy residential is pretty generous for faults now. Static IP's are easily worked around, and if you actually need to host something you'll usually find it costs bugger all for a VPS which is significantly more suited to the job and has a faster connection/up-time.

 

[ChrisD.]

I run a site to site VPN to AWS (for work) hence the requirement for static.

 

[dlockers]

Have just resolved a totally dead network and now have one on its knees. Any guidance? Had a moment of decent speed this morning but now down to 0.10mb and 0.01 upload...

BQM:
https://www.thinkbroadband.com/broadband/monitoring/quality/share/4f51df92cb8f93279773e4c14827d29388...

Router Stats:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

1 435000000 -4 37 256 qam 4
2 411000000 -4.5 37 256 qam 1
3 419000000 -4.5 37 256 qam 2
4 427000000 -4.2 37 256 qam 3
5 443000000 -4.2 37 256 qam 5
6 451000000 -4.2 37 256 qam 6
7 459000000 -4 37 256 qam 7
8 467000000 -3.7 37 256 qam 8
9 475000000 -3.2 37 256 qam 9
10 483000000 -3 38 256 qam 10
11 491000000 -2.9 38 256 qam 11
12 499000000 -3 38 256 qam 12
13 507000000 -2.7 38 256 qam 13
14 515000000 -2.4 37 256 qam 14
15 523000000 -2.2 38 256 qam 15
16 531000000 -2.2 38 256 qam 16
17 539000000 -2.4 38 256 qam 17
18 547000000 -2.5 38 256 qam 18
19 555000000 -2.5 38 256 qam 19
20 563000000 -2.4 38 256 qam 20
21 571000000 -2.5 37 256 qam 21
22 579000000 -2.9 37 256 qam 22
23 587000000 -2.9 38 256 qam 23
24 595000000 -2.4 37 256 qam 24



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1 Locked 37.6 553 11943
2 Locked 37.6 1598 15996
3 Locked 37.6 867 13275
4 Locked 37.3 621 13108
5 Locked 37.6 838 12543
6 Locked 37.3 797 13145
7 Locked 37.6 1334 11712
8 Locked 37.6 1461 11776
9 Locked 37.6 1651 11184
10 Locked 38.6 1496 12275
11 Locked 38.6 1474 11237
12 Locked 38.6 2172 30947
13 Locked 38.6 2101 37287
14 Locked 37.6 1941 39982
15 Locked 38.6 1971 36305
16 Locked 38.6 2182 38895
17 Locked 38.6 2145 37352
18 Locked 38.6 2447 34681
19 Locked 38.6 3011 38728
20 Locked 38.6 3175 33383
21 Locked 37.6 4558 31798
22 Locked 37.6 4699 36961
23 Locked 38.6 5597 41173
24 Locked 37.6 8027 33409


Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1 39400000 44.3 5120 64 qam 6
2 46200092 44.3 5120 64 qam 5
3 25800237 44.3 5120 16 qam 8
4 32599975 44.3 5120 64 qam 7



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1 ATDMA 0 0 8 0
2 ATDMA 0 0 0 0
3 ATDMA 0 0 5 0
4 ATDMA 0 0 0 0

 

[izzop]

Did the 'retention dance' with them this morning as my special offers were coming to end next week and would increase my price by about 80%.

The usual foreign call centre at first and when I said, 'nah I'm still leaving', passed to the real UK retentions team. They didn't even haggle and managed to get another 12m extension at the same low price

Out of interest which number did you call, was it 0345 454 1111?

 

[hyperseven]

Out of interest which number did you call, was it 0345 454 1111?

Yep.

After going through the IVR menus was in a queue for about 30 minutes and this was at 08:30.

I think it's only the UK team who have the power to cut decent deals but you have to go through the rigmorole of the other call centre first

Was a bit gutted to be honest as had a spreadsheet ready to reel off alternate deals I had found but they caved straight away.