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sandeepaulakh's avatar
sandeepaulakh
Joining in
2 months ago

Virgin media are the worst company I have ever dealt with. I need to warn everyone stay away.

I am coming to the end of my third contract with virgin media always choosing their top package. But first two contracts I was constantly having issues with my services as they set my address wrong on their system but posted me mail to the right address and also installed at the right address. Second contract I realised what was going on and they fixed it. But my services still was not working properly as they hadn't sent me the new hub. On my third contract they sent me a email with a new contract deal to keep me. I accepted and got a contract. But they said it was a system error and wouldn't honor it and tired charging me extortionate amount after my contract finished as they wouldn't honor the contract. They finally agreed to honor it but every direct debit was for the wrong amount (messing my my credit history as occasionally would bounce as it is more than the bill amount) also I kept having my services disconnected. I think I have wasted countless hours talking to different departments untold stress for me. Also their staff are not trained at all don't know what they are talking about. Told one thing by one person and another by someone else. Its always the abroad call centres, some of them couldn't even understand English properly. The UK call centers are the only ones who would kind of help. Now on my renewal my financial circumstances have changed. I only want to keep my Internet and get rid of the TV and phone. They quoted me £72 for the Internet only package which is £34.99 on their website. They also said we can keep your package as it is for £95 first then £105 then finally £84 but with her personal discounts which she is not allowed to give to me £79. So for £5 pounds a month I would get their full tv package with all the extras. They are daylight robbers. I've had enough of this I will be posting my experience every where. I strongly advise people stay away from them. I got roped into staying for a 3rd year because of their deceit.

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  • arrgee1991's avatar
    arrgee1991
    Problem sorter
    2 months ago

    Unfortunately, Virgin Media have a 20th century business model.  My father has NOW broadband with unlimited calls.  On every annual renewal, the price has remained unchanged at £32.50.  Only Virgin Media have the cajones to hike a £42/month up to £102/month on renewal.  

    The best thing you could have done when the contract was not honoured was to raise a complaint.  I seem to do it every 18 months or so.

    Ultimately, Virgin Media have a great product, but the infrastructure (sales, marketing, provision and customer service) is archaic.  Customers need to be able to upgrade and downgrade without CSR interference

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hi sandeepaulakh, 

    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 feel this way. When there are any billing issues, we'll always do what we can to put things right. We'll never take more than what's been generated on the bill and this will always match your monthly service charge, unless you've got added charges for pay per view content or out of package calls.

    From time to time, we have special offers and promotions to welcome new customers on board. When this offer ends, the package price will revert to the standard package price for the bundle. This is the price that you're seeing online. Although they may not always be available to existing customers, that doesn't mean that you miss out once you've joined us. We often have offers and special deals on our services, or one-off promotions to make sure you carry on getting the value you'd expect. We're always happy to review your package and cost to help find one that best suits your needs and budget - however when removing services, it can lock the discounts available.

    This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,