At 14;52 received email "find your best renewal price inside’ from email@em.virginmedia.co.ukAt 15:19 made order and received contract - emails from webteam@virginmedia.comAt 16:19 received this email from VirginMediaWebsales@virginmedia.co.uk====Hi there,Thanks for contacting Virgin Media about making some changes to youraccount.We'd like to talk to you to as it appears that some information that weneed to process your order was missing. This will help us take the nextsteps towards getting signed up, so just call our team on 0800 064 3830.We're looking forward to hearing from you!Kind regards,The Virgin Media team EMIW===I called. 30 minutes later I was offered a "deal" for almost £15/month more than I signed up for!!!! What information was missing? It was just a way of ripping me off.Transferred to customer care who fobbed me off for another 15 minutes.What sort of Mickey Mouse company are Virgin Media? My father called NOW broadband earlier in the day and they reinstated his contract at EXACTLY the same rate he paid in last twelve months. No quibbling. In fact, they REFUNDED him for the month he paid over the odds.Why the hell am I accepting such shoddy treatment? I have been a customer for over 20 years!!!!

Hi arrgee1991 Welcome back to our forums and sorry to hear something went wrong with your online package. We would be happy to take a look into this for you. 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,

Goodness. What a kerfuffle. I really hope something gets sorted for you soon.

Honestly, this is a million miles away from being resolved… On Thu, 6 Mar 2025, 5:09 pm VM Complaints, wrote: Customer account number: [REMOVED]Complaint reference: [REMOVED] Hello, Thanks so much for the chat on 06/03/2025. We’re very happy to be able to resolve things for you. Here’s a quick recap Your complaint was:Cable -> My Contract/Package -> Having issues Upgrading/Downgrading And here’s what we agreed:Package -> Package change Stay on top of your services To make the most of your time with us, make sure you’ve downloaded the My VirginMedia app. With it, you can manage your bills with a tap and a swipe, check the service status in your area, find out when we expect any known problems will be fixed, diagnose issues with your in-home equipment, and loads more. Most of our customers resolve their issues through our Resolution Process. So you can better understand the outcome of your complaint, you can read our full Complaints Code here. We can also send you a copy in the post. We’re part of an Alternative Dispute Resolution Scheme, who you can contact if after speaking to me we’re unable to resolve things. Details of the scheme can be found at:Name: Communications OmbudsmanWebsite: www.commsombudsman.orgEmail: enquiry@commsombudsman.org Phone: 0330 440 1614 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU Kind regards, The Virgin Media team [Mod - personal details removed]

I am replying and refreshing but the request for security code is coming through too late.

Apparently I did not give consent to the pre-contract. This is impossible as I can't reply to the email. Good grief! I give up.

XSUS Invalid Request (KMM129076453V77941L0KM) | Virgin Media Community

15 Replies

arrgee1991
Problem sorter
2 months ago
Honestly, this is a million miles away from being resolved…

On Thu, 6 Mar 2025, 5:09 pm VM Complaints, wrote:

Customer account number: [REMOVED]
Complaint reference: [REMOVED]

Hello,

Thanks so much for the chat on 06/03/2025. We’re very happy to be able to resolve things for you.

Here’s a quick recap

Your complaint was:
Cable -> My Contract/Package -> Having issues Upgrading/Downgrading

And here’s what we agreed:
Package -> Package change

Stay on top of your services

To make the most of your time with us, make sure you’ve downloaded the My VirginMedia app. With it, you can manage your bills with a tap and a swipe, check the service status in your area, find out when we expect any known problems will be fixed, diagnose issues with your in-home equipment, and loads more.

Most of our customers resolve their issues through our Resolution Process. So you can better understand the outcome of your complaint, you can read our full Complaints Code here. We can also send you a copy in the post.

We’re part of an Alternative Dispute Resolution Scheme, who you can contact if after speaking to me we’re unable to resolve things. Details of the scheme can be found at:

Name: Communications Ombudsman
Website: www.commsombudsman.org
Email: enquiry@commsombudsman.org
Phone: 0330 440 1614 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU

Kind regards,

The Virgin Media team

[Mod - personal details removed]
- Akua_A
  Forum Team
  2 months ago
  Hi arrgee1991
  
  Welcome back to our forums and sorry to hear something went wrong with your online package. We would be happy to take a look into this for you. 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,
  - arrgee1991
    Problem sorter
    2 months ago
    I am replying and refreshing but the request for security code is coming through too late.
arrgee1991
Problem sorter
2 months ago
Apparently I did not give consent to the pre-contract. This is impossible as I can't reply to the email. Good grief! I give up.
arrgee1991
Problem sorter
2 months ago
So it is all my fault because I renewed my contract. TV essentials as sent in my contract to me by Virgin Media YESTERDAY does not exist. Oh I am so stupid. And because of my stupidity in renewing a contract that could not be fulfilled, I am expected to pay over £30/month extra for the same service.
arrgee1991
Problem sorter
2 months ago
Only an idiot like me would think I had my own personalised renewal offer. I was so wrong because this offer did NOT exist.
arrgee1991
Problem sorter
2 months ago
Subject: Re: XSUS Invalid Request (KMM129076453V77941L0KM)
Date: 07-03-2025 17:08
We can only apologise on behalf of the system.
Err, blame the system. It the Virgin Media system!
arrgee1991
Problem sorter
2 months ago
My complaint has NOT been resolved.
- arrgee1991
  Problem sorter
  2 months ago
  I did not chat with you today as I have only just woken up!
  On Sun, 9 Mar 2025, 7:54 am VM Complaints, <ResolutionsTeam@virginmedia.co.uk> wrote:
  Customer account number: Xxxxxxxxx
  Complaint reference: C-080325247
  Hello xxxxxx xxxxxxx,
  Thanks so much for the chat on 09/03/2025. We’re very happy to be able to resolve things for you.
  Here’s a quick recap
  Your complaint was:
  Cable -> Activation/Provision -> Unable to place an order online
  And here’s what we agreed:
  Package -> Package change
  Stay on top of your services
  To make the most of your time with us, make sure you’ve downloaded the My Virgin Media app. With it, you can manage your bills with a tap and a swipe, check the service status in your area, find out when we expect any known problems will be fixed, diagnose issues with your in-home equipment, and loads more.
  Most of our customers resolve their issues through our Resolution Process. So you can better understand the outcome of your complaint, you can read our full Complaints Code here. We can also send you a copy in the post.
  We’re part of an Alternative Dispute Resolution Scheme, who you can contact if after speaking to me we’re unable to resolve things. Details of the scheme can be found at:
  Name: Communications Ombudsman
  Website: www.commsombudsman.org
  Email: enquiry@commsombudsman.org
  Phone: 0330 440 1614 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
  Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU
  Kind regards,
  The Virgin Media team
  - Akua_A
    Forum Team
    2 months ago
    Sorry to hear this arrgee1991 We have sent you a message via private message. Please get back to us when you can.
    
    Thanks,
54KUR4
On our wavelength
2 months ago
Goodness. What a kerfuffle. I really hope something gets sorted for you soon.
arrgee1991
Problem sorter
2 months ago
arrgee1991
Problem sorter
2 months ago
https://community.virginmedia.com/discussions/ManageAccountCable/how-do-i-cancel-orders/5435797
- Vikki_M
  Forum Team
  2 months ago
  Hi arrgee1991,
  
  We can see you’re speaking via private message with a member of the team.
  
  Please pop back via that private message conversation and we can help further.
Akua_A
Forum Team
2 months ago
Glad to have been able to help arrgee1991 Please do not hesitate to contact us if you need any further help 😊

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XSUS Invalid Request (KMM129076453V77941L0KM)

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