Please help!!
I had a phone call from a virgin media adviser 5/8/25 to discuss renewing my contract. I was happy with the renewal deal and accepted the offer. I signed the documentation.
23/10/25 I received a text to say my services have been suspended as there was a large debt on my account. I tried to contact Virgin media to see what was going on, it seems you can’t speak to a human on the phone anymore.. anyway I managed to speak to a human on the web chat service. After 2 hours of stress on the web chat, it was sorted, adviser said the new contract hadn't been linked to my account so I had been charged for being “out of contract”. She said account now linked with new contract. I did still request a phone call to discuss the mistake made to my account, but I still haven’t received a phone call.
Today 21/10/25 my services all been suspended AGAIN! With debt of £200+ showing. Which is simply wrong! Tried to call 150 from landline phone, automated service, if you aren’t paying there’s no other options. I tried calling the customer care 0345 telephone number from my mobile, again automated service.. telling me my services have been restricted.. please make payment etc, then phone cuts off!
Tried the web chat again, but that failed due to memorable word character problems (though I KNOW it was correct). Adviser on the web chat recommended changing memorable word and trying again.
Ok, memorable word changed.. gave adviser the characters requested.. wrong AGAIN?! So after 65 minutes of my time being wasted on the web chat to be told my account was now locked due to memorable word characters being wrong, try again in 60 mins!
All VERY stressful and inconvenient to say the least, especially since this problem has occurred AGAIN due to THEIR own mistake!!
Anyway, I have been advised to try reaching out on here by another virgin media customer who has found this service to be very good when having problems with call centre staff either not understanding the issue or not fixing.
Can somebody PLEASE help get my services back and also resolve the underlying issue please? Thank you.
Apologies for ranting but it’s just such a ridiculous unnecessary problem, not once but twice! Also, if you have read this far.. thank you!!
