Ongoing Billing and Disconnection Issues – Urgent Escalation Needed
Dear Virgin Media Community Team,
I am posting here as a last resort after months of unresolved issues, poor communication, and inconsistent information from Virgin Media support teams.
My account number is [MOD EDIT: PERSONAL INFORMATION REMOVED]
Summary of My Experience:
I was misled into a new contract via phone despite being told it would only begin after my current one ended (April 2025). Instead, it was started early and my previous package was terminated without my clear consent.
Over the last six months, I’ve contacted Virgin Media multiple times (by phone, chat, and email) to clarify and resolve this issue. Unfortunately, I was passed between agents, often left waiting for hours, and repeatedly told conflicting information.
On June 12 and 13, I spoke with the retention team, who assured me that since I was still within the 30-day cancellation period, I could reconnect without paying the outstanding charge of £346.09. They confirmed that the reconnection would happen within 72 hours and I was not required to make a payment at that time.
I requested written confirmation, and I did receive an email backing up their claim. But just a few days later, I received another message stating I now must pay the full £346.09 with a past-due warning—completely contradicting what I was told.
To add to this, my billing history was altered after these conversations, now showing charges due from May 2025, even though they were not on the account before.
Why I'm Posting Here:
This experience has been mentally and financially distressing, and I’ve lost all confidence in phone-based support due to repeated contradictions. I now request that all communication take place via email or SMS, so there is written proof of what is promised.
I’ve been a loyal customer, but the service and support I’ve received have been incredibly disappointing. I’ve been left in the dark, forced to repeat my situation dozens of times, and now face a charge that contradicts what I was told and promised.
What I Am Requesting:
An immediate investigation into this ongoing complaint.
Reversal of the unfair charge (£346.09) as per the 30-day policy.
Correction of my billing history to reflect accurate, unchanged records.
Confirmation that I will not be charged for services disconnected improperly.
Written confirmation of all future decisions regarding my account.
I would appreciate it if a forum moderator or someone from the Executive Team could step in to assist.
Thank you,
Jisha Vincent
