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Considering Moving From Plusnet To Virgin Media

I have two concerns moving to VM.

The first is: I have read complaints on Trust Pilot about the customer service. I wonder how people have found them, in the 'real world'?

The second concern is the install. I have seen down our road a few installs (which maybe Sky and not VM) with trailing wires directly from the road and green trunking running the length of driveways. I would want to connect via Ethernet. Would the cabling enter my property on the first floor where my PC is? Do they keep things neat? (I know it could be pot luck on who arrives to do the install!)
(I am in a semi, with my bedroom facing the road, so this should be fairly easy)?

Many thanks for any feedback.

Best Regards

Steven
 

JitteryPinger

ULTIMATE Member
I wouldn't recommend it....

The customer service has been near unreachable for the past year or so and this has only got worse rather than better, where other providers struggled initially but sorted their problems out withing a decent period of time.

As you say cabling from the street to the house can be problemetic, they don't really have any standards fpor burying cabling and will do a pathetic job at trying to hide cabling too, this is made worse if you don't really have any soft ground/lawn for them to dig into.
 
@ Lucien Many thanks

The only reason to move to for the speed. Open Reach has no plans in the next few years to install FTTP in my area. Others may, of course. At the moment just thinking of options :)
 
It's not 'bad' Lucian. I had 72 meg download until a fault occurred this week. Now after Open Reach 'fixed' a fault dropped to 52 meg, which is okay. Hoping after the ten day settling it I will return to 72 meg which it has been for 9 years. Just starting to wake up to that fact that much higher speeds are available,
 

Lucian

ULTIMATE Member
Well, in the end it's your decision. While higher speeds are usually available, often they are not really really needed.. don't get me wrong, love fast downloads, but if it's not broken..
See if the line settles to a good speed without interruptions.
 

JitteryPinger

ULTIMATE Member
Be aware of upload speeds too, becoming more important in this day and age, this is an area that suffers of Virgin compared to FTTC.

It may be worth asking Plus net for a line/DLM reset following fault.
 

TTJJ

ULTIMATE Member
Virgin performs very well on speed tests but then you’re actual usage somehow doesn’t seem to run as fast as the tests show your line is capable of. They also suffer from major contention issues in some areas.

Customer service is highly comparable to that of Three. Foreign call centres and they like to stick to the script.

My experience of install is you have the date agreed but they’ll turn up separately a few days earlier to do the pre-install work and fit the wire across your garden. They’ll normally see where your TV is and if reasonable install the outside box there. They don’t really like to install it round your house but they can do.
 

Gandi69

Top Member
I'd only go with Virgin Media if i knew the area where I lived was not suffering from high contention ration otherwise you can kiss good bye to any latency dependent stuff like gaming.
I've gone from 200mb with Virgin to 50mbit via fttc and whilst I miss the downloads speeds sometimes I dont miss the constant lag from being in an over subscribed area.
Thats not to mention VM customer service which is woeful at best.
 
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