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TMR92x's avatar
TMR92x
Joining in
25 days ago

False Prices & Zero Customer Service

I signed up for a social tarrif as I am on benefits, this was priced at £21.99, after reading through my pre contract agreement, I saw in tiny writing that in fact, if you only purchase broadband, it’s actually £54. That’s a massive jump for someone with limited funds. 

I signed up for an account, using my face as my password & my mobile number as back up, as Virgin recommends this as the highest security. When you call the number ending 1111 when you finally think you’re able to speak to someone, your asked to type your password, which is hilarious, how do I type, MY FACE!

At this point, I just want to cancel my account because it’s impossible to talk to anyone & a company that actively avoids speaking to their customers, cannot be a good one. It states I’m able to cancel within the first 14 days, is there any information on how I do this? No. Is there any way to speak to a person, to do this, nope!? 

So what on earth am I meant to do from here!? I cannot afford the money they’ve secretly asked for & I cannot speak to anyone for love nor money! 

cancellation
complaint
contract
Help

1 Reply

  • newapollo's avatar
    newapollo
    Very Insightful Person
    25 days ago

    Hi TMR92x

    It's actually the telephone password (memorable word) that they are asking for on the phone, and not your My Virgin Media or email password. The following linked page shows you how to check/change the telephone password (memorable word)

    Can't reset memorable word | Virgin Media Community - 5658790

    There isn't a Social tarif priced at £21.99.  There are three social tarifs and they are shown on

    https://www.virginmedia.com/broadband/low-income-families 

    The pricing is as follows:-

    Essential Broadband is £12.50 a month for a 15Mbps connection.

    Essential Broadband Plus is £20.00 a month for a 54Mbps connection

    Essential Broadband Plus Flex is £12.50 a month for a 54Mbps connection with a one of set up fee of £10 for the Flex TV box which provides over 150 TV channels.