Absolute Joke

[Gpalmer]

My contract was changed without my permission and now my internet doesn't work. They've doubled my bill and every time i try to access my account it doesn't accept my memorable word, i've reset the word many times but every time i am on the phone with customer service they say that 1) my memorable word is wrong 2) i was then told to pass the next security question which was the say the full amount of my last few bills, i did this, and shock it was apparently wrong??!!? I've now been told that my account has been closed and cancelled, but i've been threatened with an overdue balance email? The amount on my app says the overdue balance is £3.10 so i go to pay this but when i ring it's apparently £60???? I am leaving virgin but i need to talk to an actual human on the phone who can help access my account rather than hanging up on me every time and claiming i owe money for something which i didn't even want, if anybody can help it would be much appreciated. 

[Kenny65]

I can’t help but I just wanted to say that I feel your pain. I was told we would have to pay £20 because we weren’t able to return our equipment when we cancelled but they’ve billed us for £155. We can’t get through to speak to anyone, the agent on the WhatsApp chat was condescending and rude and I think Virgin Media are appalling. We had the same problem with our memorable word. It was definitely right but after waiting for an hour to speak to someone we were sent away because we were wrong about our account details (we weren’t). I’m currently just waging a keyboard war on here because I feel so powerless. 

Good luck Gpalmer. 

[Carley_S]

Hi @Gpalmer 

Welcome to the community forums

Sorry to hear that you're having issues with accessing your account to discuss your concerns. 

We can investigate this further for you at our side. We will need to pass account security to be able to discuss the account with you here. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.