Virgin Media Connect 4+

I was sent a new hub 5 router to replace my hub 4.
I Was expecting a difficult experience getting everything set up, but to my pleasant surprise this was not the case. Setting up could not have been any easier. It was an even better experience when my existing three WiFi pods re-connected themselves without any issues. I also had a text from Virgin confirming my new kit had successfully activated. The whole process took around 20 mins to complete. This makes a nice change from past connection issues and poor experiences. If every customer had such a positive experience then there wouldn’t be so many complaints. Everything seems to be working well and all my devices re-connected automatically once I had changed the router name and password back to my original one. Even the VM connect app works much better with the hub 5 providing all the info. I need to know.
For a change, I can say well done Virgin Media.

Hello there, thanks for your feedback. It’s great to hear that you're enjoying the Connect app. Your feedback helps us to improve the app and make sure you have the best possible experience.

I was frustrated at the lack of interest by the installing engineer, he had the system working throughout the house but not where it really mattered in my office, a Booster was provided but still didn’t help , I called him as he suggested within seven days but made it clear he couldn’t do anything further. I called the Virgin Retention unit as I was quite prepared to revert to BT, he arranged a second booster to be used in my office and gave an alternative but effective solution and whilst my Desk Top computer could only work by using the Ethernet cable everything works fine and at high speeds. Thank you Customer Retention advisor 10/10 but 5/10 to the site engineer.

Hello there, thanks for your feedback. It’s great to hear that you're enjoying the Connect app. Your feedback helps us to improve the app and make sure you have the best possible experience.

We moved to Virgin from Sky last year. Since then we are having huge problems because Virgin does not have the same app controls on the WiFi as Sky did. In our old Sky App we could put out timers on the WiFi for particular people (like the children) to turn off at a certain time. My son is autistic and we need these tight controls to manage his gaming. He would accept that it automatically turned off at a certain time but with Virgin you have to do this yourself which introduces an element of human decision in it and when juggling a household being precise is harder especially if one parent tends to control this and is out of the house. unfortunately he reacts very poorly to this manual turn off causing us huge stress. The Virgin app also can’t operate these settings (pause or unpause) when you’re not at home whereas the Sky app can. So if we’re out and there are family or friends babysitting there is again an issue. I’m just so disappointed that this control we took for granted with Sky has caused such a huge disruption and meltdowns for our family. So we will return to Sky at the first opportunity.

Hello there, we're sorry to hear of the problems caused by certain functionality not being available via the Connect App. Our goal is to create the best App possible, and your thoughts and suggestions play a major role in helping us identify opportunities to improve.