Virgin Media O2 customer grief

nialli · 21-12-2021, 12:42

I rang to renew my contract and was told that I couldn't renew my Oomph deal but could have Volt instead. It would cost £15/m more and I would get an O2 SIM and had to leave Virgin Mobile. When I told the representative that I didn't want O2 as there were issues with O2 masts in area (London SE10) I was told O2 was my only option. Now, I have an O2 mobile SIM and 3G download speeds, whereas with Virgin Mobile I had excellent coverage and downloads in excess of 40mb. I live in Greenwich, London - hardly a remote part of the country. My O2 experience so far has been a nightmare. I can't even log onto the MyO2 app on my phone - "something went wrong" it tells me. Calling Virgin I get a dismissive "call O2", I call O2 and the call drops after a few minutes. It's NTHell all over again.

I've also not seen anywhere near the promised 1Gb download speeds on my Superhub 4 - I'm seeing the same downloads I had on the Superhub 3.

I've been a NTL/Virgin Media customer since the 90s but my patience has been seriously tested in recent weeks. I am paying more for less. The TV service has lost channels (CNN, Disney, etc) and I have a diminished mobile service that isn't good enough to use as a personal hotspot if the broadband goes down again. I'm in the last few days of my 14-day cancellation option and I'm seriously tempted, but I won't be able to get another supplier to engage this side of Christmas so I'm stuffed. 18 more months of this and I will be an ex-customer. I'm told I'll have a break option when I'm forced (that word again) to adopt 360 boxes instead of the V6. The way I'm feeling right now, that's an option I'll be taking.

Itshim · 21-12-2021, 17:00

Quote:

Originally Posted by nialli

I rang to renew my contract and was told that I couldn't renew my Oomph deal but could have Volt instead. It would cost £15/m more and I would get an O2 SIM and had to leave Virgin Mobile. When I told the representative that I didn't want O2 as there were issues with O2 masts in area (London SE10) I was told O2 was my only option. Now, I have an O2 mobile SIM and 3G download speeds, whereas with Virgin Mobile I had excellent coverage and downloads in excess of 40mb. I live in Greenwich, London - hardly a remote part of the country. My O2 experience so far has been a nightmare. I can't even log onto the MyO2 app on my phone - "something went wrong" it tells me. Calling Virgin I get a dismissive "call O2", I call O2 and the call drops after a few minutes. It's NTHell all over again.

I've also not seen anywhere near the promised 1Gb download speeds on my Superhub 4 - I'm seeing the same downloads I had on the Superhub 3.

I've been a NTL/Virgin Media customer since the 90s but my patience has been seriously tested in recent weeks. I am paying more for less. The TV service has lost channels (CNN, Disney, etc) and I have a diminished mobile service that isn't good enough to use as a personal hotspot if the broadband goes down again. I'm in the last few days of my 14-day cancellation option and I'm seriously tempted, but I won't be able to get another supplier to engage this side of Christmas so I'm stuffed. 18 more months of this and I will be an ex-customer. I'm told I'll have a break option when I'm forced (that word again) to adopt 360 boxes instead of the V6. The way I'm feeling right now, that's an option I'll be taking.

Stupid question , more perhaps to experts that will no doubt reply later . If you hadn't renewed would you not have just stayed with what you had . When out of contract in the past my package had not changed ?

BenMcr · 21-12-2021, 17:28

I did mention a while back that elsewhere that any requested Oomph bundle changes (other than applying for Volt benefits as an existing O2 customer) would require a move to Volt for the new offers and services.

https://www.cableforum.uk/board/show...&postcount=447

Quote:

Both Unlimited Oomph and Unlimited Volt should come with an Unlimited allowance SIM on the appropriate network (Virgin Mobile for Oomph and O2 for Volt)

Moving from Oomph to Volt isn't automatic, however if you apply for the Volt benefits on Unlimited Oomph as an existing O2 customer you end up with an Unlimited Oomph SIM on Virgin Mobile plus a data-doubled SIM on O2.

As Oomph is now retired, I'm pretty sure any cable services change will move you off Oomph. So to get Gig1 you have to go from Unlimited Oomph to Unlimited Volt.

What then happens with your SIM(s) when you go from Oomph to Volt on cable services as part of a requested bundle change depends on what you've now got an what you want to do.

nialli · 21-12-2021, 17:32

If only it was that simple. I signed up for Oomph at a rate of £95/m but after 18 months VM advised that my bill would increase to £139/m. I simply can't afford that so I rang them and was told that Oomph was actually no longer available but I could have Volt for £85/m. the only catch was that they said I have to take an O2 SIM at an additional £25/m.
But O2 is only 3G in Greenwich London SE10 where I live. O2's coverage map says it's 4G. Trust me, it isn't. And 5G on O2 isn't available either.
I've cancelled the O2 SIM.

---------- Post added at 17:32 ---------- Previous post was at 17:29 ----------

Quote:

Originally Posted by BenMcr

I did mention a while back that any requested Oomph bundle changes (other than applying for Volt benefits as an existing O2 customer) would require a move to Volt for the new offers and services.

https://www.cableforum.uk/board/show...&postcount=447

Ben - it's an absolute mess. I'm paying more for fewer channels, my broadband is nowhere near the promised 1Gb and I have an "unlimited" 3G mobile SIM with very limited last-decade speeds. O2 Customers Services are unreachable. VM staff must be pulling their hair out - I know this customer is!

BenMcr · 21-12-2021, 17:44

I'm sorry that it's not got to plan but going from Ultimate Oomph > Ultimate Volt shouldn't have changes your TV channels. They're the same for that.

The issue you have with Gig1 on the Hub 4 shouldn't have happened, but should be fixable if you stayed on it. There are no major issues with Gig1 anywhere as far as I know or the Hub 4 for receiving the Gig1 speeds.

As for the O2 SIM, I personally have never been with O2 so can't comment on that or why the coverage map doesn't line up to your real world experience.

nialli · 22-12-2021, 08:46

[QUOTE=BenMcr;36106696]I'm sorry that it's not got to plan but going from Ultimate Oomph > Ultimate Volt shouldn't have changes your TV channels. They're the same for that.

I was referring to the TV departures over my last 18 months.