Forums
Managing Your Account - Cable
Please remember to keep your personal information private
Recent Content
Downgraded netflix account
I recently renewed under a deal to "Keep Everything the same" including Netflix Standard and received the new contract verifying this. Now I have been informed by Netflix that VM have downgraded me to have "Netflix standard with ads" I am being told that this is being rolled to all Virgin customers. This was not what I agreed to
Billing issue following DD details change
Complaint made to virgin re D/D following last month on changing bank details only to be advised they could not accept ,hence needed set up on line, received recent e-mail that outstanding bill due to D/D not in place? and charges....2 days later ADVISED they have accepted the D/D bank has sent ( after being advised from advisor they could not accept) Been trying to get through on phone for near 1 hour but not able to get through to advisor, further to this went on webchat, but when trying to advise of passwords etc , cut off by terribot 3 times ....given up , I feel I am kinda techy minded, so sorry for those stuck in similar dilemma, will not be renewing contactUrgent Help for a Vulnerable Customer Requested
Unfortunately I now have to move into over 55's sheltered accommodation due to a variety of serious health and mobility issues Unknown to me before, VM are stating that this address is not available for service. This is despite next door being a current Virgin Media customer. Also, the flat above and several other flats within the building I am a current and longstanding VM customer. The proposed moving date was Monday 30th June 2025. This is seriously distressing as there are no other provider options. This means I would be cut off from the outside world and my family without any tv or video calls with family, etc. There is no mobile connection in the area, which totally cuts me off from the world. It would become a retirement prison. This is extremely worrying given my mental health issues and other health and mobility issues. I have been speaking to Chris (a manager in customer services). Although he has been extremely helpful he is saying he has not had a response from the engineers and the uncertainty is causing even more anxiety and distress. Without reasonable internet access I may even have to consider alternative accommodation. But after giving notice where I am Im extremely concerned this process took 3 months to agree the property I am meant to move into, and I face the very real possibility of being completely cut off from the rest of the world. The reason I have written to you is to ask for compassion and help for the position I find myself in (though no fault of my own) situation to help expedite this as a matter of urgency. I really hope you can offer help and hope for this to be resolved quickly Thanks in anticipation of your helpNew Contract and cancelling
Yesterday I went on chat to discuss a new contract as mine was coming to the end and Sky had offered me a good deal so I thought to see what Virgin new contract would be they said everything would be the same as the old contract but a increased price and a 24 month contract so I agreed to the new contract, to remove all the hassle of changing supplier. Then today when I had the new documents the Netflix plan was changed from Netflix standard to Netflix with adds so if I want to remove the adds as I had before I have to pay an extra £7.99 a month. I contacted virgin they said that was there new contract NOW but i was not told that before I agreed the new contract so i have now decided to go with Sky as you cannot trust Virgin. I am still in the 14 days cancellation period as anybody cancelled with in this period and how to do it any help welcome. Thanks in advance
Email / SMS saying I'm being disconnected but I haven't requested this
Hoping someone can help, ideally someone from Virgin Media. Last week I got a call from Virgin Media saying someone was trying to move services to my property & which property would I like to move my services to. I am due to move but at the time did not know the date, so the agent from the 'Moving team' said she would reject the request from the other party and I should get in touch once I know the move date. Today I had a missed call from Virgin Media and 10mins after a SMS & email to the effect "sorry you're leaving us on 30th June" I want to ensure this is not going to happen. In the coming days I will likely submit a home move request myself, as I will know a move date, but it will be July. Also, coincidentally, my Virgin Media TV box has a 'no hard drive detected' issue, every channel says 'no info available,' I cannot pause TV and all recordings are gone, so the box will likely need replacing in addition to the home move. Would be great if one of the team could message to help. As they say, several buses come at once and that's what I'm now facing! :DNO confirmation email
Hello, I made an order for a WiFi box to be delivered from Virgin Media on 23rd May 2025 and it said it would be delivered on Thursday, however I have not received any welcome email or documents, particularly my account number and area reference, to sign up and track this (nor any confirmation of when and what time the box will be delivered ) and I can’t get through to any of the support channels or phone numbers as I don’t have the account number. Can someone from virgin media please contact me to help. Thanks.Broken account.
My Virgin Media account is broken; it does not let me make any changes. I have tried the website, app, a different browser. It makes no difference. Anytime I try to make a change, it says "Sorry! You are not eligible for this particular offer. Unfortunately you have missed out on this offer but we have plenty of other offerings that you could be interested in." It does not matter if I am trying to upgrade my broadband speed, upgrade TV, manage My Flex Plan, upgrade to Volt etc, no matter what I try it redirects to the following URL and gives the above error. https://www.virginmedia.com/support/help/change-my-package/my-current-package/offers I recently contracted (had the same issue beforehand) and spent quite a while on the phone trying to get this sorted out, but nobody could help me with the issue. At the time, I didn't realise the problems with changing the My Flex Plan, so I figured that while I did want to upgrade to 2Gbps internet, I would stay on the 1Gbps as it wasn't worth the hassle. Something needs to be done to fix my account, and nobody on the phone was able to help, so where do I go from here? I don't care if the account needs to be deleted and set up again, something needs to be done as it can't be left like this!Resetting Password
I seem to have a stack of problems with my account. I have received three account set up emails for an EA Sports account that I wasn’t trying to set up. A generous interpretation is that someone put in the wrong email address when setting up an account but I’d like to change the account password in case someone has managed to get access to my account. I need to use another email address to do that but I have messed that up and am stuck in a loop where it isn’t sending an email to my ntlworld address. Also is it possible to verify where my email has been accessed from? Oddly I get a 403 Forbidden Error when I try and access this forum from Safari on my iPad, even when I fully clear the cache, use private browsing, use 5G instead of my WiFi, but it worked from a phone. Any thoughts on unpicking this?
