Forum Discussion

DanCris's avatar
DanCris
Tuning in
24 days ago

Switching Provider

Hello team,

Is in here anyone can pass me on the Customer Service Virgin Media email address as I do have to address a few issues happened this week due to switching to a new provider?
The reason for having an email communication is that I have tried since 18th Feb when last time I've managed to talk to an adviser, to get in touch with an adviser via phone again, but the automatic phone (AI methodology) is just continue to questioning without following the right answers I am giving. I have tried different options though but not getting anywhere. Also the chat is absolutely a nightmare and everytime I'm trying to get passed to an adviser, it says "do you have WhatsApp "? and I've tried that too, without any success...

Anyone can pass me the email address for VM customer service, or I have to open a complaint to open to work on my queries, what do you think guys?

Thank you in advance for your time on this.

Cheers 

Dan

  • Kath_P's avatar
    Kath_P
    Forum Team
    24 days ago

    Hi Dan, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've had problems getting some issues resolved. We don't have a standard email address for queries I'm afraid. Can you please expand further on the issues you're having and what the complaint is regarding? Once we know what's happened, we can see if this is something we can provide some support for you.

    Please ensure you don't include any personal information in your reply though 😊

    Many thanks, 

    • DanCris's avatar
      DanCris
      Tuning in
      24 days ago

      Hi Kath,

      Thank you for your reply.

      I do have 3 queries:

      1. Switch Date Correction - Vodafone informed me that my service with them will commence on 14th March 2025, not 7th March 2025 as previously communicated to VM by Vodafone. I did not receive any update from VM to reflect this revised date to ensure there is no overlap in services or billing beyond 14th March 2025 (14th March 2025 is the last date of my contract with VM).  As per VM guidance, the new provider should pass all the information about the switching and I (the customer) no need to inform VM in similar situations. However, no confirmation from VM on the right date of switching, but 7th March 2025 which will impact my contract, and here is the second point below

      2. Early Exit Charge Discrepancies, I have received two separate emails from Virgin Media showing two different switching reference numbers and two different amounts to be considered as what is called "early exit charge". This should not be considered because my switching official and confirmed by the new provider Vodafone will be 14th March 2025. I need confirmation from VM that they will not deduct such amount charge from my bank account for any reason. Would like to mention that both emails refers to the same service Broadband and TV as per my contract, but only one indicates the ceasing/switching date as it looks to be 7th March 2025, which is incorrect.

      3. My last bill Issued 17th February 2025, this bill of £109.12, covering the full month period from 6th March 2025 to 5th April 2025, payment appears to be taken on 10th of March (payment date is in line with what was agreed in the last 4 years of contract). Since my Virgin Media services (broadband and TV) will cease on 14th March 2025,  this bill looks to me incorect and charges incorrectly for a full month rather than a pro rata at a discounted rate up to 14th March 2025 the contract ends and discount applies (Pro rata 6th–14th March 2025). My actual discounted bill as stated at £74.xx and paid in February for billing period 6 Feb - 05 Mar 2025.

      I do apologise for my long message and for the time I am writing it, and would like to thank you if you can pass over and solve these issues, or having a call back from a genuine VM advisor to make sure things are going as it should be.

      Very much appreciated your time on this.

      Dan

      • Martin_N's avatar
        Martin_N
        Forum Team
        23 days ago

        Thank you for that information. To be able to look into this for you I will need to confirm some details. 

        I will private message you now to confirm those details. 

        ^Martin