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HubbyAtHome's avatar
HubbyAtHome
On our wavelength
4 days ago

Struggling to Speak to Anyone English at Virgin Media

I'm really struggling to get support from Virgin Media. Every time I call, the Indian call centres ask for my account password, which isn’t recognised, and then request lots of personal information—email address, last bill amount, mobile numbers, direct debit details, etc.

I’m very concerned about giving this sensitive information to call centres overseas, especially as I’m already getting frequent scam calls and texts from similar sources.

I originally wanted to move my BT phone over to my Virgin account, but online it’s been a nightmare. I spent over an hour just linking accounts so I could log in.

Now I’m trying to understand my bills. I’m paying nearly £40 for my Virgin mobile number since it moved to O2, yet your site says £22. I’m paying nearly £60 for broadband only, yet it says £53/month with landline included.

What’s going on at Virgin Media, and why is it so hard to actually speak to someone English who can help?

1 Reply

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    4 days ago

    Thanks for reaching out to us HubbyAtHome, and welcome back to our Community Forums!

    Sorry to hear of the confusion caused over the pricing of your services, in which you appear to be paying a slightly more inflated price to that documented.

    It would be worth questioning if your contract has been subjected to our annual price rise - which comes into effect in the April and raises the price by approximately £3.50.

    With this, have you been able to review the promotions on the contracts in relation to any discounts that may have since expired?

    Thanks,

    David_Bn