Virgin Media (Was UPC)

This provider has changed hands many times over the years. First Chorus. Then NTL. Then UPC. Now Virgin Media.

https://www.virginmedia.ie/broadband

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151 Customer Reviews of “Virgin Media (Was UPC)”

Review by alexandru_manciu, January 22, 2018

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Thank you Virgin Media for your extremely “professional” way of dealing with your loyal customers. Activating in part of what is called Customer Service domain, I gotta tell you that when you make a mistake, as person, company, etc, you don’t come with excuses for why you’ve done it, but with solutions to sort that problem. Apparently, this is not Virgin Media Case. You have bellow a case that shows how serious company you are, and how serious you treat clients that have been with you for many years. Enjoy the lecture…..

“Hi Alexandru.
Alexandru Manciu:
I have a very big problem with you guys, which I want to be sort it out ASAP!
Joana:
I am very sorry for the inconvenience, Alexandru. I can definitely check your account and provide the best resolution. Can you please confirm your account number?
Alexandru Manciu :
I don’t have it now, I can provide you my other details…
Alexandru Manciu :
Name: Alexandru Manciu
Joana :
Sure. Could you share your phone number (mobile or landline) and address? I’ll look for your account using those details?
Alexandru Manciu:
DOB: xx.xx.xxxx
Alexandru Manciu:
Adr: xxxxxxxxxxxxx
Alexandru Manciu at 15:20, Jan 22:
registered mobile: xxxxxxxxxx
Joana :
Thanks a mill. For your reference, your account number is xxxxxxx. How may I help youtoday?
Alexandru Manciu :
Several months ago I spoke with an agent of yours, asking what should I do in case my contract will end up, as I am not sure how long long I will stay in Ireland. I was told that my bills will come automatically as 50 E/month….
Alexandru Manciu :
without me to do anything else….
Alexandru Manciu :
I was told that my contract will end up in 12.2017
Alexandru Manciu :
however, last month I was charged 79.9 E, and this month 84.9 E…..
Joana at 15:13, Jan 22:
I understand, Alexandru. I have checked it here and I can see that we tried to send you a letter advising you that there will be changes on the bundle price effective January buill, however, it was returned as undelivered.
Alexandru Manciu :
Joana, please….this is not an excuse….. You could contact me via E-mail….
Joana :
It states on the letter that there will be €4.00 changes on your bundle price and we will be removing the self service discount of €3.50.
Alexandru Manciu :
which you have it in your database…
Joana at 15:15, Jan 22:
I am sorry that there is no email address registered on your file here, Alexandru. Also, the address showing here is 3 NOTTINGHAM STREET, NORTH STRAND, DUBLIN 3.
Joana :
This is where the address we sent the letter and it was returned as undelivered.
Alexandru Manciu :
As I was not aware or agree with any of your modifications to your contracts, I will like to be fully refunded for the last 2 months, in which I was overcharged…. It is unacceptable to misinform your clients or overcharged them, covering yourself with excuses like “we couldn’t find you”
Alexandru Manciu :
If there is any supervisors that I could discuss this problem, I would like to be redirected to….
Alexandru Manciu :
Is not the first time when I get these type of excuses, and get over them…. and I’m afraid that this time is not gonna happened…. it’s already too much…
Joana :
I perfectly understand, Alexandru. I am sorry that we are unable to remove the charges. What I will do here is I will connect youto the relevant department. Please stay connected.
Joana :
I understand. Please bear with me.
Alexandru Manciu at 15:31, Jan 22:
In case of a phone conversation, I can be contacted on xxxxxxxxx
Info at 15:21, Jan 22:
Please wait while I transfer the chat to the right team.
Info at 15:23, Jan 22:
You are number 1 in the Queue. We thank you for your patience. We would still like to chat with you so if you keep this window open we will start as soon as we are available.

After about 20 minutes…..

Info at 15:42, Jan 22:
Hi and welcome to Virgin Media Chat. I’m Lucky . How can we help you today?
Lucky :
I can see you were chatting to my colleague, they have given me a quick update on the conversation so far and I will take it from here. Would it be ok for me to take a minute to look over the whole chat so far?
Alexandru Manciu :
Hi Lucky….
Alexandru Manciu :
Sure, take your time…
Alexandru Manciu :
I will wait…
Lucky :
Hello Alexandru. I am so sorry for any inconvenience on your bill.
Lucky :
Let me check your account. Before we proceed, can you please provide me with your account number, name, address and contact number please as it would appear on the account?
Alexandru Manciu :
Acc. No. :xxxxxxxx
Alexandru Manciu :
DOB: xxxxxxxx; Adr: xxxxxxxxx
Alexandru Manciu at 15:57, Jan 22:
Ap.xxxx
Lucky :
Great! May I know your name and contact number please?
Alexandru Manciu :
Contact no.: xxxxxxxxxxx
Alexandru Manciu :
xxxxxxxxxx
Lucky :
Thank you. Can I confirm if I am chatting with the account holder of Mr. Alexandru Manciu?
Lucky :
Hope you still with me.
Alexandru Manciu :
Yes, I am
Lucky :
Great!
Alexandru Manciu :
And yes, I am the account holder
Alexandru Manciu :
Sorry, for the delay in answer, I am at work at the moment…
Lucky :
I know a price change at any time is not welcome however for us to continue investing in our broadband service and offering the best value on the market our prices need to increase slightly.
Lucky :
No worries.
Alexandru Manciu :
Lucky… I am sorry, I might not make myself clear… I was told that after the contract will end, I will pay 50 E/month, without being needed to sign anything else, or to contact you.
Alexandru Manciu :
I was told by one of Virgin Media employees….
Lucky :
I am so sorry for that. We don’t have that deal or offer.
Lucky :
So that we can help you, we are giving you a €15 off for 6 months. Our 240mb Virgin Mix Tv and Anytime Mobile is just €74 for 6 months and €89 thereafter. 12 months contract
Alexandru Manciu :
So, basically, you bring this problem over me….
Lucky :
I understand you because I am also a customer.
Alexandru Manciu :
I am your customer for like 4 years…. I didn’t ask anything else in plus, beside a fare treatment….
Lucky :
Thank you for being a loyal customer from us. we do our best to give you a great services. I am so sorry if my colleague before toldl you about the €50 after your contract ends, even if it is not.
Alexandru Manciu :
As I said previously, my request is to be refunded in full for the months that I was overcharged.
Lucky :
I can see that we inform you about the price change this year. I’m afraid, I cant give any refund. That’s is why we are offering you €15 off for 6 months.
Lucky :
Our 240mb Virgin Mix Tv and Anytime Mobile is just €74 for 6 months and €89 thereafter. 12 months contract
Alexandru Manciu :
“I am so sorry if my colleague before toldl you about the €50 after your contract ends, even if it is not.” Unfortunately, I am not using sorry’s to buy groceries or to pay bills….
Alexandru Manciu :
But thank you for your time… I will make sure my story will be heard on all the media channels available….
Lucky :
If that’s a case I suggest you to call 1908 option 1 to our billing team, regarding your bill concern.
Lucky at 16:04, Jan 22:
*free phone call. “

Review by RTucker1999, August 25, 2017

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The speed of the broadband is extremely fast, even with over 20 devices connected at one time. The actual speed depends on the area you are in but in my area, I can easily get speeds up to 200MbPS. When the router has been on and active for many weeks (and even months), it’s performance is noticeably unaffected.

Despite it’s reliability, there has been one time where the “power levels” were really low meaning that the performance was incredibly sluggish and this problem wasn’t spotted by Virgin Media themselves but I had to report myself. This was due to an outdated router and cables which is understandable. After this was reported, a engineer was released a few days later who made us aware of the what was causing the problem and what he would do to fix it. He fitted us with a new router and cables before making sure we were happy with how it then performed and leaving.

When browsing the Internet, I sometimes worry about the websites and the content it provides as it is easy to accidentally click onto one which displays harmful content which you would otherwise not purposefully click. Virgin however is great at fully blocking one of these types websites that you may click on and displaying a message saying that the content has been blocked and what content it contains which caused it to be blocked. Not only does this protect you and your family (Or whoever uses it) but it also protects the Internet as a whole because you can report the website to an Internet watch group who will take further action.

The cost for Virgin Media Broadband is relatively high BUT the payoff for performance, reliability and overall safety is fully worth it.

Review by afluffyunicorn, April 23, 2017

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Oh boy where to start, first of all the internet speed I have is amazing but that doesn’t matter because the internet is so unreliable, every hour and I mean every hour the internet drops connection for about 20 mins, I have tried everything the support team told me to do and nothing works. To sum it all up the internet is expensive, unreliable and just a bad internet provider

Review by Steven, September 29, 2016

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Is now called Virgin Media. More speed than I needed. Only had service interruption once and was fixed within an hour or two.

Review by virginontheuseless, April 2, 2016

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Utterly and totally useless. Contracted for 240MB ‘broadband’, Ookla reports 10MB most days.

Endless network interruptions.

Phillipines call centre – useless staff – can’t understand simple english – no technical experience whatsoever. Always attempt to blame everything except their crap system.

Will be cancelling contract, not that Virgin care.

AVOID THIS ISP LIKE YOU WOULD THE PLAGUE.

Review by abcdefg, January 7, 2016

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UPC now Virgin Media has the worst customer service I have ever seen, I have been constantly dealing with them for an issue for the last several month, every single time when you ring them, they have no idea who you are, they don’t seem having any logs about what you were talking with them last week, every time when then transfer you to another department, you have to explain the same thing over and over again, they promise they will get back to you within 10 working days, and they never will, it’s a joke.

But on the other hand, their broadband probably is the best in this country, so you have to pray it will never have any issues 🙂

Review by EdwardVII, December 4, 2015

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VirginMedia-UPC

I had 2 accounts with this company and I cancelled them both over the past month since the takeover from VirginMedia. After 10 years with UPC I found the switch to VirginMedia has made this company more aggressive in billing and less customer friendly in solving issues. Our UPC box was 10 years old but I was told it could not be changed without taking out a new Horizon Box service that had 50% less channels and cost more. At peak times the broadband speed dropped significantly. I measured the drop using a free service from http://www.speedtest.net over a 3 month period. The service is reliable but the costs keep increasing and there are better deals to be had with Sky and Eir in my opinion. There is a lot of false advertising with VirginMedia in my experience so beware of the claims.

Review by robdonn, April 23, 2015

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I have had a UPC switchbox attached to my house for years (originally there from when I was a Chorus customer many moons ago!) and even though I switched to Sky for TV and Eircom for internet, the switch remained on the side of my house as it was providing service to my neighbours.

About 3 years ago I decided to get UPC Fibrepower broadband and while talking to the sales person I asked if I could get a discount as I had their hardware attached to my house for so long (if you’re in the same situation, always ask as a lot of the times they will). Unfortunately for me, their policies only allowed discounts on TV packages so he wasn’t able to help me out, but he said that there may be changes happening soon to their policies.

A YEAR LATER I received a call from that same sales person telling me that their policies had changed and that they could now offer me a discount on my internet subscription. I received credit towards my account that gave me free unlimited internet for a year and now a discounted rate.

I understand that people have had bad experiences with customer services at UPC, but believe me when I say that there are some absolute gems like that guy!

As for the actual internet service, it’s the best I’ve ever had in Dublin. The router is getting a bit old and the wifi is starting to cut out, but I have had it turned on non-stop for 3 years and a new router will fix the problem.

Review by Doug, April 21, 2015

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Some of the customer service staff at UPC are extremely rude to customers and this can be very disheartening. The customer service manager should surely be doing something about the customer disservice as I believe this is part of his/her responsibilities. Does UPC ever listen to the voice of the customer? Sadly, most of the ISP providers in Ireland all have very bad customer service and there is no public agency to keep them in check.

Until a year ago, both customer service and technical support were okay but the former has just been going downhill at a very remarkable speed.

Review by Doug, April 18, 2015

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Fair service but if you plan not to renew your contract then it can be problematic, even with a 30-day notice. They will move heaven and earth to try and collect cancellation charges from you. Make sure the 30-day notice is exactly 30 days, not more and definitely not less. I gave my 30-day notice a few days too early (although I indicated I was staying with the service until the end of my contract). The Horizon bundle was getting too expensive with a lot of extras I did not need and were totally unnecessary. There have been issues with disconnecting me too early and simultaneously seeking cancellation costs.

Review by upcSUCKS, March 24, 2015

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SETUP:
UPC 30meg
CISCO Black router (one that has no external wifi antenna)

Cooler fans used to suppress heat.

Location: Dublin 1.

Don’t know where to start.
Been with UPC for quite a long while now. Had no problem before their Horizon and 240 meg Fiber rollout.

I am a gamer, I need faster pings. I still get 35ms during off peak hours.
But here’s the thing, the **** ping is terrible during peak hours ( ~7pm – 11pm ).

Customer service will always try as if they are doing something to improve. But after 2 months of ****** ping of 900+ms and frequent dropped packets I am so done with them. They can ******** me all they like, but I am not an average computer user.

Problem is with their peers. They recently peer’ed with few other backbone providers, which was meant to increase their payload, but doing so harms the ping as traffic get’s routed through extra unnecessary servers. And frankly, the speed during peak hours are not that great either. The exchange that were just about able to handle 30 meg connections were overloaded with 240 meg connections from each end peers, omg. Do a simple trace-route, you will see that the problem is 2-3 peer before it reach you.

Use this website to ping and trace your IP (in google search “my ip”):
http://tools.pingdom.com/ping/

I’ve a server in Europe with 1Gb dedicated connection from which I trace and ping different UPC ip’s. Most of them reply absolutely perfectly, but many (including me) have ****** connection.

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