Forum Discussion

vmisterrible's avatar
vmisterrible
Just joined
22 hours ago

Forced to use forum, can’t contact support, being billed £307 after moving out of service area

Hi,

I honestly can’t believe I’ve been forced to sign up to a community forum just to try and resolve a billing issue.

There is no phone support, no email address, and the automated chatbot is completely useless. This is not a customer support system.

Why is it impossible to get in touch with anyone who can actually help?

I have spoken to support via chat (when available) three separate times, explained the situation clearly each time, and nothing has been actioned. I’m repeatedly told things are “sorted”, yet nothing changes.  They said they would email me so I can provide proof I have moved to a different address out of their service area.  Are these real people or more AI nonsense?

I have moved out of Virgin Media’s service area

I no longer live at the address

I cannot receive Virgin Media services

I have returned all equipment

Despite this, I am still being billed £307 for services I cannot use.

This is not a service cancellation request,this is a service impossibility. You cannot provide the service, yet I’m being charged as if I still live there.

What I need clearly is:

  • Confirmation that my account is closed correctly
  • The £307 charge removed
  • Written confirmation that no further charges will be applied

My questions:

  • How am I supposed to contact Virgin Media to actually resolve this properly?
  • How do I raise a formal complaint?
  • If this is not resolved, how do I escalate this to the Communications Ombudsman?

I should not be chasing this across bots, broken chat systems and forums just to stop being billed incorrectly.

Can a Virgin Media representative please pick this up and resolve it properly?

Short of going to their head office and throwing a note wrapped around a brick through a window I am all out of options.

I would rather never use broadband again than deal with these utter robbing scumbags.

4 Replies

  • Darthvadar's avatar
    Darthvadar
    Dialled in
    17 hours ago

    If VM was being properly managed with proper processes, there would be no need for a Community Forum. Absolutely no leadership at the top, rotten to the core, and no integrity whatsoever. Company is run like a mafiosa or cartel.

    • Mr_K's avatar
      Mr_K
      Knows their stuff
      10 hours ago

      VM are only interested in solving issues if they are publically shamed, either on this forum or social media. The guys on here do a good job, but their main purpose is to shut down issues through private messages, and stop negative feedback being aired. 

       This may help the individual but doesnt help the many other others have the same repeated issues that keep coming up ( proving VM have no real intent to change their ways). Most customers wont be aware this forum exists. 

  • newapollo's avatar
    newapollo
    Very Insightful Person
    16 hours ago

    Did you follow the Home Movers process to advise of the address change? 

    https://www.virginmedia.com/help/moving-home

    The "Moving Home with Virgin Media FAQ's" section, "What happpens if I can't get Virgin Media services  at my new home" subsection at the bottom of that page details the process involved

    Home Movers are the department that check their database to see if there is any possibility that they can provide services at your new home.

    VM will still charge the early termination fees but will then refund them as long as you give them evidence, within 30 days of cancelling, of you residing at the new property. They will give you the details of where to send the evidence.  

    The accepted documents showing your new address are :- 

    bank statement, driving licence, insurance policy, mortgage information, rental agreement or utility bill

    The email address for the documents is homemovers@virginmedia.co.uk

    The Homemovers team can be contacted by dialling 150 (option 4)  from a Virgin landline, or 0345 454 1111 from any other phone, but it's best to call at 8am to avoid call queues.

  • Muhammod_I's avatar
    Muhammod_I
    Icon for Forum Team rankForum Team
    12 hours ago

    Thank you for reaching out to us with this vmisterrible and we're sorry to hear about the issues you've had with your cancellation.

    To investigate this further, we'll be sending you a private message shortly.