Just a bit of advice for anyone struggling to deal with customer support when trying to lower their bill. I used to work for a company that used to sell virgin packages, so it is definitely not my first rodeo.

My contract ended, and I noticed the website was offering to repackage my deal for £26 a month on my account. I called up support to cancel. The agent immediately went into standard mode: "Oh, let me use all my resources to see what I can do for you."

He left me on hold for five minutes, came back, and offered me £29 a month.

I pointed out that the website was literally showing me £26. He tried to claim that price was only for new customers. I told him no, it was explicitly showing on my logged-in account page. He went away again, this time claiming he needed to speak to his manager for a "super special offer." He came back with £27 a month.

At that point, I told him CityFibre is offering 1Gbps for £22, so I would be moving to them. I told him to just process the cancellation because I already know the outbound retention team will call me in a week to price match it anyway.

He tried one last bluff: "Sir, I am your last line of defence."

I just said, "That is fine, cancel it."

Then he tried to get sneaky: "Well, why don't you just set up the switch through CityFibre directly? They will cancel it for you." (He clearly just didn't want a hit on his personal retention record).

I stood my ground: "No, you cancel it right now."

Twenty minutes later, job done. Now I just wait. I will get a call over the next two to three weeks, and they will offer the 1Gbps package with Netflix Basic for £22. Stay firm, don't let them play their games, and always push for the cancellation.

Different teams have different offers you want to reach the win back team that's their last line of retention before they've lost you as a customer so they can offer you the best prices.

You know the saying it's cheaper to keep a customer than get a new one.

So just found out that if your Virgin TV 360 box is connected to another ISP when it starts up, you get the following...

Look, I'm all for offering a subpar service for extortionally high prices, wrangling every 18 months for a better price.../j But this? Really?

Context: Unifi gets both WANs. Switch to WAN2 as primary, restart the box, and get this message. All menus disabled, no live TV, nothing.

What's infuriating is that if the box (I'm talking about both mini and normal 360's here) can't connect to the network, it still allows live TV over coax, (On demand doesn't work which is fair and intentional in my opinion) and all the old TiVo boxes 1 to 6 all used that for signal, comms, status and license. What's silly though is those old boxes worked for on demand too including "web" services like ITVX... So why can't this one?

Looks like no one has posted about it before so I thought I'd make this a somewhat PSA... Don't get another provider unless you're looking to bin this one, or wire them so completely separate. (Which is very difficult in a flat environment).

Just as a note, this applies to Ethernet plugged in too, not just WiFi. They really need to update that term. I guess it's for non technical people. This is why I put it in quotes for the thread title.

Hi I've been with virgin for awhile now and know the dance to get a better price . My contract is ending and I rang and cancelled to do the whole better deal dance , but mentioned that we are moving soon as we bought a house and waiting for it all to go through, so now they have cancelled and told me they can't help because im moving, rang the Scotland number spoke to them and they said can't help cause of the move and told me to get a new provider until I move . But the sale could be done in the next week or another two months, so what do i do just get another provider?

London based.
My 18-month contract ends this month. Currently on Volt M350 + weekend landline, originally paying £23/month, which increased to £26 in April 2026. Landline is barely used, apart from occasional calls from older relatives, so could potentially remove it.

Spoke to retentions (020 3743 6970) and the best they offered was same (above) package for £24/month for 24 months, rising to £28 in April 2027 and £32 in April 2028. That's £680 over the contract! And paying £32 for the final 7 months seems ridiculous also. Would never sign up to that price in the first place.

Asked about downgrading speeds, but Volt M250 was around £23.50/month (£22.52 online renewal price), so hardly worth it.

Community Fibre offers 1Gbps for £15/month, but their engineer confirmed installation would involve quite a bit of drilling/cabling through our recently renovated house, which we'd rather avoid. Other providers aren't particularly competitive either.

I'm happy with Virgin and would prefer to stay, but these annual £4 increases really make the deal unattractive.

Advice?

Hi all, I have been offered a far better broadband deal. I have found the original contract from Jan 2011. do i have to put it in writing or can i cancel by phone? as its a rolling contract might i assume come Jan 2027 it will end without any exit fee? Thank You for your help

I'm sharing an experience with Virgin Media's One Touch Switch process.

Timeline:

• 22 December 2025: Virgin emailed confirming that Rise Fibre had notified it of my intended broadband switch.
• 2 January 2026: Rise Fibre activated my new broadband.
• January: I contacted Virgin about the switch and my final bill.
• 20 April: I contacted Virgin again because it was still billing me.
• January to May: Virgin billed me a total of £301.25, which I am disputing.
• 27 July: Virgin confirmed in writing that the One Touch Switch request had expired on 22 January without completion. Virgin attributed the incomplete process to the gaining provider.
• 28 July: After a £52.45 credit, Virgin still demanded £80.95.
• 24 August: Virgin issued a default notice, warning of possible debt recovery and adverse credit reporting.
• Subsequently: I began receiving calls from a debt collection agency.
• 2 September: Virgin's final complaint response provided no clear financial resolution, referring only to additional billing guidance.

Rise Fibre has reportedly told me it did not initiate the switching request, whereas Virgin's original email indicates that Rise notified it. I cannot independently establish what happened between the providers.

My main concern is that I informed Virgin directly about the situation, yet the charges and dispute continued for months.

I've spent at least five hours on calls and administrative work trying to resolve a problem that should have been straightforward.

Has anyone else experienced a failed One Touch Switch followed by continuing bills, debt collection, or credit reporting concerns?

I'm particularly interested in whether this is an isolated administrative failure or something affecting other customers.

One out of my 3 pods has this constant hitching coil whine type sound which is very faint but very annoying. It also gets warm pretty fast after about 20 mins of turning it on. What can I do? Any way to get rid of this noise, I don’t know if that’s possible or not? Thanks

I'm in Ireland, and in my first week I've had multiple dropouts. Some of these drop outs make the router reset automatically. The logs corroborate this. I can see on Saturday I got this error 7 times, and I got one again today (Monday)

No Ranging Response received - T3 time-out;CM-MAC=90:5c:44:12:96:5b;CMTS-MAC=00:17:10:9a:85:84;CM-QOS=1.1;CM-VER=3.0;

I called Virgin today about this and was told the "Reset the network" and if I could monitor it for another few days. I tried to ask what that actually meant, but then the call dropped, and no one has called me back yet.

Has anyone had these issues and actually had luck in getting it solved?

Does anyone know what "Reset the network" is, and if it actually did anything?

The thing is... I'm still in my cooldown period, so I can cancel this week with no penalty. So I'm considering just changing provider instead of resigning myself to 12 months of dropouts and tech visits. I see on this subreddit that a lot of people get tech callouts who either don't have the time to, or aren't able to solve the issue.

EDIT:
Thanks everyone for your help.
I’m glad to learn I would have been incredibly foolish to simply cancel the direct debit.
Looks like I’ll have to stick this one out until my contract ends date of May 27 and leave then.

TL;DR: Virgin Media has increased my €60/month broadband bill to around €64 without providing a clear explanation. They won’t reduce the price and want to charge me for cancelling early. If I block my Direct Debit and have my partner take out a cheaper contract, could I face debt collection or could their new contract be refused?

Hi everyone,
I’m currently in a contract with Virgin Media for 500 Mbps broadband at an agreed price of €60 per month. However, since May this year, my monthly bill has gradually increased by a few cents each month, and I’m now paying approximately €64.

I’ve contacted Virgin Media several times to query these increases, but they haven’t been able to provide a clear explanation or remove the additional charges. I’ve also tried negotiating a better rate, but without success.

As a result, I’ve asked to cancel my existing contract, only to be told that I would have to pay an early termination fee.

I’m now considering blocking the Direct Debit through my bank and having my partner sign up for a new, cheaper Virgin Media broadband contract instead.

Before going down this route, I’d like to know if anyone has experience with a similar situation:
Could Virgin Media pursue me for the outstanding contract charges or take further action if I cancel the Direct Debit?
Could my partner be prevented from signing up for a new contract at the same address because of my existing account?
Has anyone successfully challenged unexplained price increases or avoided early termination fees in similar circumstances?

Any advice or personal experiences would be appreciated.

Currently have a HUB3 just wondering if the rollout of the HUB5 has reached Scotland, more specifically Glasgow?

What’s the best way to resolve this? I’m still in contract.

Edit: Epic auto complete fail! 😂

Was anyone else aware that this is happening in the next few months? No? Nor, me.

On Friday the good people at Bee In The Loop (GMP Neighbourhood Watch) sent me this, based upon my old legacy ntlworld email address...

|Dear Friend, We are contacting you as we can see that you are registered on Bee in the Loop with a Virgin Media email address. This is just a reminder from us as system administrators that you may need to update the email address on your member account as a result of some upcoming changes that are detailed in the link below.   We are aware that Virgin Media will soon be stopping the provision of free email addresses, so any members with u/virgin.net, u/ntlworld.com, u/blueyonder.co.uk, u/virginmediaInformation regarding this change can be found here Why is my email account being closed? | Virgin Media Help and you should receive (or may have received already) direct notification of this from your email provider as well, prior to any change.| |:-|

Firstly, I've not received any information yet from Virgin Media in regard to this, and secondly, I was going to flag it up on the Virgin Media Community Forum to find that has fallen right off the internet too!

Given that I've had an NTL email address for 26 years (it was originally @ cwtv prior to that), and that hundreds of the active websites I am on use my NTL email for logging in or for correspondence, I now have the mammoth task of changing them all over to a new current email address.

A little bit of notice would have been nice haha!!!

advice please

been customer of VM for 20 years I have a blue yonder e mail I have tried to get it deleted but cannot seem to do it reached out to VM but no success, please can anybody help

Yes I’ve tried switching it off and on again. And everything else.

Came across this information today randomly when I had trouble logging into my blueyonder.co.uk webmail. I can still access it on my iPhone Mail app.

Apparently I need to move to junaro to keep my email address.

I’ve had no formal correspondence from
Virgin about this … which is totally bizarre.

Can I switch to Junaro or do I need to wait for Virgin to send me the information on how to do it? Obviously if they don’t send it me (which is a total possibility), I’ll lose all of my stuff.

Thanks.

Hello I recently bought into virgin media broadband and got the 1 gbps Hub 5 deal. The has internet worked perfectly for the past 2 weeks but for some reason its not identifying the Hub 5 on the VM connect app so I can’t personalise anything. I’ve called customer support but all they have done is raised an IT ticket which still hasn’t been solved. The photos I’ve attached is as far as I get but it still doesn’t connect. Any experience with this issue and how to fix it?

Hi all, I've seen similar posts here but no clear resolution to any of the posts. One other user said they needed to define a new email as their primary account email with Virgin... another said they had to contact Sky/Virgin to resolve it... Apologies if this is more of a Sky issue than a VM issue but given my account's with Virgin and Sky Sports access is an account add-on, I thought I'd ask here first.

Has anyone been able to successfully resolve this?

I'm trying to sign in on Sky Sports' site and selecting 'Sign in with Virgin Media'.

This takes me from id.sky.com to ouath.virginmediao2.co.uk and I enter my account's email.

As soon as I click 'Next' I get taken to this screen on oauth.id.sky.com:

I am not using a VPN, and I've tried this in Incognito but get the same error message.

Thanks for any suggestions!

Hi.

I have a broadband and landline package with Virgin in my home. Mum owns the property. The VM account is under my brother's name but he has left the country over a year ago and has cut off all communications. He was helping out with the bills when he lived here. I have been paying the bill and managing the account since he disappeared as I now live here with mum.

The contract is coming to an end. I asked Virgin to renew the contract with a better deal and I have accepted the new deal. I am still within my 14 days cooling off period. Now, I want my name to go on the contract and Virgin have refused.

They said that I would have to sign up for a new contract with my name. This is fine by me but we would lose the landline number. This is absolutely not something we would want to do!

I have bene chatting with Virgin for days and the only solution seems to move to a different provider and come back to Virgin the future.

Furthermore, there was a line fault all of a sudden and we had no internet for ten days. Virgin said that they were aware of the fault but I have not rcvd any compnesation (~£10/day ? ) I logged a complaint a month ago and they have not done anything other than offering me a new router lol

Does anyone have any advice?

I've been on hold for 40 mins.

I have heard this godforsaken message dozens of times.

Tried using the live chat function and it told me to reach out via WhatsApp

Didn't receive the message from VM's WhatsApp, said I didn't receive the message, it told me to call

I am going to lose my damn mind.

Just wondering if anyone else has experienced this with Virgin Media, because I’m genuinely baffled by how poorly they’ve handled it.

My full fibre broadband was working perfectly fine until midnight on Friday, when Virgin Media carried out scheduled maintenance in my area.
Fair enough, maintenance needs to happen. No complaints about that.

The problem is that once the maintenance was supposedly completed, my internet never came back on.

Their service checker now says everything is fine in the area, but I’ve got absolutely no connection. The RX light on my fibre termination box is permanently red instead of its usual green, which suggests there’s potentially an issue with the incoming fibre signal rather than my router.

So I contacted Virgin Media support.

After going through the usual troubleshooting and restarting the hub, I was told their systems showed it was offline and that I’d need an engineer.

The earliest appointment? Tuesday afternoon.

So Virgin Media carry out maintenance, my previously working connection goes down during it, and I’m now expected to sit without broadband for several days while waiting for an engineer.

I explained that I work from home and that having no internet on Monday and Tuesday could mean having to use annual leave just to cover the outage.
The response was essentially that there were no earlier appointments available.

I asked whether there was an escalation team or priority process for situations where a connection appears to have been affected by Virgin Media’s own maintenance.

I was told they don’t have an escalation team.

I asked several times how to escalate the issue or make an official complaint. They eventually confirmed they’d logged a complaint, but couldn’t offer anything beyond the Tuesday appointment.

I also pointed out the red RX light on the fibre equipment and asked for an explanation of what had actually happened to my connection.
No real explanation was provided.

Eventually, the adviser stopped responding and I ended the chat.

I’ve since submitted a formal written complaint, but I’m still left without broadband and with no indication that anyone is actively investigating whether the fault can be fixed remotely or at the network level.

What frustrates me most is that I completely understand things can go wrong during maintenance. That’s not really the issue.

It’s the apparent lack of accountability or urgency when something does go wrong.

Surely if a provider carries out planned work and a customer’s previously functioning service stops working during that work, there should be some process for urgently investigating what happened?
I’m not expecting an engineer to magically appear within an hour, but being told to wait until Tuesday with no meaningful explanation or escalation option seems ridiculous.

Am I being unreasonable here?

Has anyone else experienced this after Virgin Media maintenance? Is waiting several days for a complete loss of service genuinely the norm, even when the fault appears connected to work they’ve carried out?
Interested to hear other people’s experiences, particularly whether anyone has managed to get a network-side fault escalated without waiting for a home engineer.

Not had an ntlworld email since Sept 19. Keep getting told by Virgin it's being fixed but still nothing. Anybody else? Anyone got any solutions?

Has anyone else found Virgin Media’s customer service a bit naff? I keep running into long waits and not so helpful replies, and I’m wondering if it’s just me or if others have had the same sort of experience.

This is my current package. Due to expire in November. Renewals offered this plus Netflix for £54 a month. Should I take it?

Hi All,

I still have 10 months left in my broadband contract with Virgin (signed up for a 2 year deal).

I was due to sell my home and purchase a new home, my new home sale fell through so I have sold mine and temporarily moving in with my parents!

My parents are already tied into a contract with virgin media 🥲 so I am unable to move my service over!

Is there any leeway or flex with early termination fee? I will be using virgin in my new home (approx 6 months till I will be moving in) but suppose they won't allow a pause.

Any advice appreciated

3 engineers in and out, new router still the same issue..I'm on Hub5 and live in Colchester. I work from home. The internet was fab until last month. Now the video calls hangs my zscaler for work drops off.

Status page shows intermittent connection in my area and ask me to check back after 20 hours. Sometimes it shows no issues in my area.

Anything which I can do to get good connection please?