Forum Discussion

arrgee1991's avatar
arrgee1991
Problem sorter
11 days ago

XSUS Invalid Request (KMM129076453V77941L0KM)

At 14;52 received email "find your best renewal price inside’ from email@em.virginmedia.co.uk

At 15:19 made order and received contract - emails from webteam@virginmedia.com

At 16:19 received this email from VirginMediaWebsales@virginmedia.co.uk

====

Hi there,

Thanks for contacting Virgin Media about making some changes to your
account.

We'd like to talk to you to as it appears that some information that we
need to process your order was missing. This will help us take the next
steps 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!!!!

  • arrgee1991's avatar
    arrgee1991
    Problem sorter
    11 days 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's avatar
      Akua_A
      Forum Team
      11 days 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's avatar
        arrgee1991
        Problem sorter
        11 days ago

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

  • arrgee1991's avatar
    arrgee1991
    Problem sorter
    11 days 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's avatar
    arrgee1991
    Problem sorter
    10 days 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's avatar
    arrgee1991
    Problem sorter
    10 days 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's avatar
    arrgee1991
    Problem sorter
    10 days 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's avatar
      arrgee1991
      Problem sorter
      9 days 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's avatar
        Akua_A
        Forum Team
        8 days 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's avatar
    54KUR4
    On our wavelength
    9 days ago

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

  • arrgee1991's avatar
    arrgee1991
    Problem sorter
    8 days ago

    https://community.virginmedia.com/discussions/ManageAccountCable/how-do-i-cancel-orders/5435797

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      7 days 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's avatar
    Akua_A
    Forum Team
    6 days ago

    Glad to have been able to help arrgee1991 Please do not hesitate to contact us if you need any further help 😊