Hi,

Just bought and moving into a new home and I've discovered a setup that looks familiar, but has some things I've not seen before. I know the previous owners had VM.

The internal wall box is completely hidden inside a cabinet, but eventually I see the following Technetix isolator and 3 way splitter.

The white cable goes into another section of the cabinet to the right

Originally, it had this attached to it providing a standard aerial connection:

Removing the extension it's simply the standard type F connector.

How could that end up converting to your typical aerial connector? Would that even work/do anything?

The two black cables then route out of sight into another room and seem to be exposed as such.

One potentially feeding the wall socket and then another coming directly though the faceplate. Then one is extended again.

All in all, it feels a bit of a mess, but perhaps someone here can find the logic in it.

When viewing, they only had broadband, not virgin tv.

Moved out of property due to work reasons and currently in another country. My property was rented out to tenants and broadband was offered as part of the deal (e.g. I would pay the bill, they would get to use VM Broadband for effectively free).

I was told the tenants would be bringing BT Internet with them so didn't want this. I looked it up and said it was fine, BT runs on Openreach a separate network so the two won't clash.

Shortly after they enquired who my broadband provider was (this is all through a management company) I confirmed it was Virgin and offered again that they could have the broadband for free.

Today I have learned my contract/package is cancelled and a 'Disconnection Order' was placed.

This was due to the tenants calling up VM to arrange their own Broadband Package, informing Virgin I had moved out.

I have moved out but I still own the property. At no point did anyone get in contact with me to ask or check for disconnection. I also never received an email about this, I simply logged onto my VM account today to see the contract had been cancelled.

Web Chat have confirmed I will now have an early disconnection fee which is likely to be £1000+

Is there anything I can do about this? I am a bit shocked that someone can just disconnect the connection who is not the bill payer.

Oh this renewal has been the worst dance ive ever had in over a decade 🙈

Contact ends in 31 days, used live chat, which ive never done before and im thinking was a mistake. Currently paying £33 for 350. I didn't haggle so much last time as I'd just given birth and didn't have it in me.

Got offered £40 at first, went down to £35, both for 350. Refused and got sent to retention chat, who offered £27 and refused to budge more. I mentioned my friend got 1 gig for cheaper at her renewal and just got repeated at me that they must have been a new customer even when I said they weren't. So I told them to cancel.

Will they ring me do you think? The one before last they rang me 20 mins after cancelling with a really good offer but no call yet lol. Or do I need to ring them and try again with someone else?

I dont think they're offering me a very good price from ehay ive seen on here?

Hi everyone,

I'm looking for some advice/perspective from other Virgin Media customers, particularly anyone who has experienced a persistent downstream/ external or coax cable fault that required work beyond a standard engineer visit.

We're coming up on 3 months since the problem was first identified by an engineer, the problem is the coax cable needs replacing and our PLC Power readings were -18.0 dBmV at the time of this visit.

We had another engineer out last week who again confirmed the problem and said he could not do the work, he called his "boss" and said there will be a 2/3 man team out to fix the problem, they did not come. We called and nothing is booked in and the work order is still open.

We've explored exiting and I'm pretty confident we are eligible for a no cost exit and honestly at this point there seems to be no other option, we've been let down so many times I was just wondering has anyone else experienced is this? Is this normal for external work?

Just moved into a property (3rd floor flat) and looking to get virgin installed. But would not want any drilling do ect.

I have seen these things attached to the wall in living room and storage room but online has been no help.

Any idea what these boxs mean with the virgin media written on them?

I need to go in with a good negotiating position

I’ve been a Virgin Media customer for 16 years and currently have Gig1 broadband with a home phone (International & Anytime Chatter) and Netflix. I renewed my broadband a few months ago for £27/month, which I’m really happy with.
I’m now looking to become a TV customer as well and want to add Mega TV, Sky Sports HD, and TNT Sports to my package.
I rang the Scottish retentions number today and the best price I was offered was £83/month. The only change was that my home phone would be downgraded from International & Anytime Chatter to just Anytime Chatter, which I’m fine with.
One thing that surprised me was that the lady on the phone said I wouldn’t be able to get the bigger discounts because I’m not already a TV customer. She said the best discounts are mainly for existing TV customers upgrading.
That doesn’t really make sense to me because I’d have thought they’d give the same, or even better, discounts to someone who’s adding TV for the first time. Maybe that’s just how their system works though.
Is anyone paying less for Gig1, Mega TV, Sky Sports HD and TNT Sports and anytime day chatter ? I’d be interested to know what deals you’ve managed to get.

My contract has come to an end and the bill has doubled, I called retentions to see what they could offer me baring in mind we have been a virgin customer for 15 years and the best they could offer was £139.99 per month

This is for three boxes, sky sports and movies and volt 1gb (which I believe is 500mb doubled due to being an o2 customer) Netflix and a telephone line

I told them I’m not interested in the movies and we don’t even have the land line plugged in I really only want the sports and the internet but £139.99 is more than £40 more than what I was paying also they want the new contact to be 24 months unlike the previous 18 months

Compared to new customers this is double and it seems others managed to get much better deals secured what’s the best way to proceed please ?

If anyone has broadband, TV and landlines services along with Sky Sports and Cinema, pls tell them that you have an active O2 sim with unlimited data if you will negotiate via messaging. This will allow you to get better deal for these packages. Found a loophole when I renewed yesterday.

Had the virgin 360 system for about 4 months now, forced to change from v6.

Thought I'd get used to it but no - totally terrible system. Makes a nuisance of what should be simple and much more difficult to use than v6.

Total nonsense, any solutions or just leave for Sky?

M350 + TV + sports HD coming to the end of my 18m contract. Tried the web chat after seeing various faster broadband for a lot cheaper.

After 1hr 15mins, the best offer went from £81, to £77 then £66 for same b/b TV box & netflix (I don't need or want Netflix) and no sports.

All the VM person wanted to do was upsell Volt, Netflix and everything else. After a confusing time I said just cancel. So they've put that through and processing it now.

Question 1:Do VM actually listen to what requirements I want? I.e. NOT every add on available.

Question 2: I see some people say try retentions, which is what I think the web chat was... Or is it different.

I'm just confused about the best price was still double what my current contract is on which concludes this time next month.

VM have offered us a new free home router for our fibre connection. Anyone know if it will work with our existing 2.4GHz hubs/switches?

I was an existing virgin media customer who moved in to a new property one month ago.

Whilst my new flat already had a virgin media outlet installed, I was told that external work would still have to be done and that an engineer would attend my property to do the installation of my broadband package.

The installation has been delayed twice now, on account of the ‘external’ work outside the property not being completed.

Although I have been given SIX different dates for the completion of the external work (including somebody informing me that it would be done today), the most recent call I had with support revealed that the ‘construction team’ don’t have the correct permissions from local authorities to do the work, and so I’m effectively stuck in limbo indefinitely.

I have no way of knowing when the external work will be completed and whether my new installation date will hold up or I’ll have the rug pulled at the last minute again.

Is there anything I can do here? I am seriously considering cancelling, given that my contract isn’t being upheld on virgin’s end, but don’t know what the best course of action is.

Does anybody have any insight or similar experiences? Thank you!

Why on earth has "on demand" be moved to a really weird spot on the new home page?

It should be where "App" is on the home screen.

So I have ordered virgin media to new place but instead of white box, it just has two cables coming out of the floor…. Can these just be put directly into the hub 5? Or am I needing an engineer to come?

The previous tenant had virgin media, but when I asked them they “forgot” which cable was which. Haha

I am currently in contract, paying £45.28 promotional price until October 2026. Contract ends January 2027. I am looking at moving provider as I am sick to the back teeth of VM Customer Service and have had a tonne of issues with them. Putting through a switch enquiry with another provider and VM have sent me an email saying the EDF would be £394. I am happy to pay the EDF as I am aware I am ending the contract early, however according to the outlines on their website, I am understanding that it should be closer to £200?

I pay £45.28

78%-92% would be between 35.32 - 41.65

x 4 months (roughly) is 141.27-166.60 plus a bit of VAT of course.

Seems like the £400 odd is wildly off base. I spoke to a CS agent via Whatsapp yesterday and they agreed it doesn’t seem right but as it was after 6 they couldn’t put me through to the correct team.

Has anyone else had this issue with them? Concerns me that people are possibly paying much more than they should for disconnecting.

EDIT: original post listed 2028 and end date NOT 2027.

Hey all,

My wife is a bit deaf, she watches TV through the cable box. Yesterday we had to update the box to fix a fault (engineer instructions) and now the subtitles are ridiculously gigantic. We dont appear to have the option to change the size. Does anyone else have this issue and if so did you find a work around?. Cheers

Hello everyone..

I'm considering re-joining VM again with broadband only. Probably 1Gb package.

The last time was about 10 years ago. I left and re-joined a couple of times before that also.

First time was when it was NTL.

I'm currently on broadband over BT phone line. When that shuts down I'll need to go either Full Fibre or return to VM.

I've still got the old NTL wall box thingy on the inside in the front room and on the outside it's one of those diamond shaped connectors that used to have a brown circular cap on it on the footpath up against the plinth on the house. Terraced house on a main road.

I checked outside this morning and the two thick cables go straight from the diamond shaped connector hole. through the hole in the wall, and are still connected to the indoor wall box. The cables are solid, fixed and not damaged. I don't remember there being any box on the outside wall. Just the connection in the footpath.

What up-grades would the engineer have to do. Would there be any drilling or fittings etc.

Thanks.

Weary.

This evening, our WiFi was disconnected and, upon inspection, it's because VM is stating our bill is overdue. The money for this month's bill left my account over two weeks ago on the normal DD date, as it always does. Before I realised this, I made a manual payment in hopes of getting our services back online that they ALSO have supposedly not received. My current plan is to call in the morning and prove that I have made all our payments on time and that this was incorrectly managed on their end. Hopefully that will result in a refund the manual payment, but I will dispute with my bank if need be. I'm just wondering if anyone else has experienced this and how they managed it/what the outcome was.

So I ordered 2x o2 Ultimate SIM cards when I ordered my Broadband and TV, but it’s been 2 weeks and I haven’t had my sims. I called Virgin Media, they said I need to talk to o2. Called o2 and they said I need to talk to Virgin Media because I ordered through them. I’ve gone back and forth 4 times now and no one can tell me where my sims are or able to reorder the sims.

I got told by o2 that I need to talk to Telesales to order 2 new sim packages. But then I won’t get the same £18.99 a month deal that I got with Virgin. Also, I’m worried I’ll get charged for 4 sims.

I’m quite lost because o2 say they can see my order via my account but apparently they haven’t received the order from Virgin Media to process the SIM cards?

Anyone experienced something similar or can advise what I should do.

We have had a stream box puck for years. Anyone else had any issues of the last few weeks with BBC channels especially BBC1? The picture is occasionally glitchy which happens even if i reset the tv box or the router

Hi all, hoping that someone can give me some advice here. Hopefully someone who works for Virgin can comment.

I have just bought a flat in Swindon and I was originally told by Virgin that they couldn’t service my property. However, I raised to them that almost the entire neighbourhood had Virgin available including the houses on the other side of the pavement outside my window - they said they will look into it, and 2 days later they called me advising that they have concluded the property is serviceable up to Gig1. So I placed an order over the phone, as they wanted me to. They booked a site survey for today, and installation for Tuesday next week.

They said they would come between 8am and 1pm today and 1pm comes and I haven’t heard from anyone or seen anyone. I call them and originally they said they could see the survey was complete and installation still going ahead Tuesday, but then they put me on hold and put me through to the pre-installation team who advise me that the survey concluded the property was not serviceable. When I asked why, they simply said “because it’s a block of flats”. I reminded them that I already told them repeatedly last week it was a flat and they assured me that wasn’t a problem, they didn’t offer any solutions so I raised a complaint.

The agent on the phone raised my complaint and then offered to book another site survey for Monday afternoon, and told me this time that the engineer would specifically be instructed to speak with me and explain exactly why the property is not serviceable, as I disagreed with them as, like I said, every property around me is connected. And I have permission from the freeholder of my flat building - not that they’ve ever asked me, perhaps they’re assuming I don’t have it!

My question to this sub - what might be the situation here? Are Virgin just taking the easy way out because it’s a flat and it needs a bit more effort as it’s on the first floor? Are they thinking I don’t have permission from the freeholder? What could it be, and what can I do when they come back for another survey on Monday?

Has anyone had issue with claiming promotional offers from Virgin?

We signed up under a promotion offer and took the TV out of a choice of 43inch TV or £125 bill credit.

After signing up we were told it would be 55 days before we could claim the TV.
55 days later we received a code and link to claim the TV. Claimed it - another email to say now just another 31 days until delivery….

After countless live chats where they suggest there’s no record of the TV I’ve finally had a call from Virgin to tell me there are significant delays in delivery and they don’t know when it’ll arrive.

Has anyone actually received a promotional TV?

Image 1: London
Image 2: Manchester
Image 3: Newcastle

Red = DOCSIS 3.1 (1gig max)
Pink = DOCSIS 3.1 (2gig max)
Dark Red = Project Mustang
Light Blue = XGS-PON Nexfibre
Dark Blue = RoFG

As Virgin Media roll out gig2 on DOCSIS 3.1 and have now reached 750,000 properties (probably closer to 1 million at the time of writing) - why is it that London always starts the process last? Most of Manchester is done, a lot of Newcastle is done and other non-screenshotted places at least began the roll-out of gig2 in their cities and towns.

Is there just extra permissions needed for London? especially if work needs to be done to support gig2 speeds?

EDIT: I have also noticed Glasgow and Edinburgh also getting the same treatment of just not having any areas at all getting the 2gig DOCSIS 3.1 speed upgrade - I know it's a slow roll out, just thought it'd have been more distributed than confined to 2 cities and some other smaller towns

Apologies, I'm not the most techy person and I just want things to be easy!

I currently have virgin broadband which is out of contract and has gone up a ridiculous amount in recent months (now paying £62/month for the M125 version). I've been a customer for quite a few years i think, can't remember how long.

My current tv is via freeview on a humax box, which I've had maybe 15 years and is gradually dropping channels and now they're phasing out iplayer, so I'm considering getting proper grown up telly. My actual telly is about 15 years old and is not a smart tv, but does have hd and hdmi ports on the back.

I've been trying to find out via the website whether I can decrease the broadband charge, and possibly add on tv. I can see on the website that new customers can get faster broadband plus essential tv with Netflix etc for £32.99, but each time I try to talk to them on the annoying webchat thing, they very slowly waffle a load of ai sounding nonsense and then the website crashes. I will try calling the retentions number and see if i can talk to a real person, but is anyone here able to please tell me:

- if I add tv, can I just plug something into my current tv, or do I need a new tv too?

- will my existing cabling be enough (they dug up my garden to connect me to the thing, and there is a little brown box outside my house, and a little white one inside, leading to the router) or will they need to come and dig things up again?

- is Sky actually any better? I imagine their customer service is equally frustrating and AI led. Much as I'm annoyed with virgin, I feel it's probably easier to stay than to switch to someone else.

I'm so annoyed with it all! I kind of wish someone else would just sort it all out for me! Any advice from people who know stuff would be fantastic.

EDIT: phoned them, and have double the bb speed plus the entertainment TV package for £32. It makes such a difference to talk to an actual human. Good news, but what a bloody racket! What a ridiculous system that we have to do this all the time. It's annoying enough doing this with insurance every year.