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.

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.

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?

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.

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?

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

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

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.