Forum Discussion

louis98's avatar
louis98
Joining in
2 months ago

Virgin Have Completed Messed my account up

So I signed a new 18 month contract with Virgin after ending an 18 month contract with virgin. My new contract was £33/ month for WiFi and TV which i opened 05/01/2025. Since then Virgin have closed my account and then reopened it under £122/ month and I now have a bill for £244 the last 2 month. I've opened 2 complaints, both they have not contacted me and closed them down (said billing education) what do you mean? 🤣

No one has helped me I've spent 5 hours on the phone so far, 2 hours on WhatsApp, please can someone from Virgin a human being contact me and sort my account, I don't have £300 to pay and never should have needed to pay it!!!!!

I have all the proof I've tried contacting you on phone, email, WhatsApp and now here, if it is not sorted i will be going to the Ombudsman after 60 days. 

 

  • Akua_A's avatar
    Akua_A
    Forum Team
    2 months ago

    Hi louis98 

    Welcome to our forums and thank you for your first post. Sorry to hear you are having a terrible experience with your account package since joining us. This is not the level of service we look to provide and we want to do our best to help from here. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

    Thanks,

    • Akua_A's avatar
      Akua_A
      Forum Team
      2 months ago

      No problem, glad to have been able to help louis98 Please do not hesitate to contact us if you need any further help.

  • louis98's avatar
    louis98
    Joining in
    2 months ago

    Virgin Media have admitted fault and yet still haven't fixed my account, this is going to the Ombudsman. 

  • louis98's avatar
    louis98
    Joining in
    2 months ago

    (VIRGIN REPLY TO MESSING MY ACCOUNT UP)

    Thank you for clearing security on the account. We have had a look into this case and we apologise for the poor journey had. It looks like you initially had a contract agreed with us on 04/01/25 for £33 a month (18 months) to raise to £112 at the end of the contract. However, on 03/02 an incorrect closure was put through for 04/02 (agent error). We apologise on behalf of our team. We were able to reconnect it on 06/02/25 by re-adding the package however it was added again without the relevant discounts. This is why the monthly price is 112.00 (core package price). Are you happy for us to raise a complaint for your poor journey and work with you on a resolution and complaint

     

    • Akua_A's avatar
      Akua_A
      Forum Team
      2 months ago

      Hi louis98 , sorry to hear you feel this way. Here on forums, we do not have an immediate response time however our team will always aim to get back to you as soon as possible. The speed of our response time is not indicative of our intent to help resolve the issue. We are happy to work with you on a resolution regarding your billing issue. We have sent you a private message. Please get back to us when you can.