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Complaint

I have been trying since March to talk to someone from Virgin. I signed a 12 month contract last year and my bills are 47 a month. We have no use of a phone either. And internet crashes every week. My bills have doubled. No notice given. I have written complaining, emailed many times and not once has someone had the decency to call me back as requested.

I have been seriously ill in hospital for weeks, and I absolutely can't do this anymore. No work in this current situation and Virgin take the biscuit, I HAVE told you already about my situation in every corresponding mail and not good enough.

I also said I was cancelling, your still billing me and adding money monthly. I am now prepared to see Virgin in court. I can't afford to eat let alone pay you hundreds for nothing

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Re: Complaint

Hi Leeozzy, 

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear of the experience you've had. We are a bit busier at the moment, but you can also text us on +7753 305 1809 and we'll be able to take a look at your package. 

 

In regards to the Internet, can you confirm if you have the issue on both a wired and wireless connection?

 

Have you rebooted the hub/ tried a pin hole reset?

 

Alex_Rm

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Re: Complaint

We have rebooted it so many times, had new modems . Talked with yourselves numerous times. Always calling to say internet down when my boys are needing to study for exams, and what happens, absolutely nothing. Damn nothing, we do everything we are told and same old same old just different day. And you have the cheek to want hundreds off me. I have always paid every bill by direct debit religiously. But when you hiked the price up to double and I wasn't told you can jump. I had a contract for £47 a month until the end of the contract. I am not calling or emailing anymore. I have given you my only number as we haven't had a LAND LINE for nearly 2 years so unless so.eone calls me this conversation is over. Thank you

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Re: Complaint

Hi Leeozzy,

 

We're not able to arrange or make calls from here.

 

Regarding the cancellation of the account you will need to call us on 150 // 0345 454 1111 and they can assist further.

 

Kind regards.

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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Re: Complaint

But they don't answer the damn phone. I have used over £50 calling them. I have written to them by post twice saying I want to cancel. This has been going on since March for goodness sake. 

So how else does it get sorted. IT DOESN'T BECAUSE VIRGIN WON'T CALL ME

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Re: Complaint

We have done every thing possible including pin reset. But enough is enough. Since we have been with virgin we haven't had one whole month with no internet problems 

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Re: Complaint

Hi there @Leeozzy

 

Thanks so much for popping back to us; we are sorry that you have had so many issues getting in touch with us. 

 

We do not have email for general correspondence, so this may be why you have not has any response via this contact method. 

 

In regard to your bill, have you checked your online account for your bill and package and also your contract? You'll be able to see exactly what we are charging you each month and you can also see your contract information on when this will come to an end. It will also show any discounts if you have any and the end date listed. 

 

I have located an account from your Forum information - however I'm going to pop you a quick Private Message to check we have the correct information as some of what you advise does not match the account we have found. 

 

Please look out for a purple envelope at the top right of the community page and pop me a reply when you can. 

 

Cheers

 

 

Katie - Forum Team


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