Good Afternoon,
I have recently taken out Virgin Media Fibre & TV.
I was advised by the Salesperson who visited my address that there would be absolutely no upfront cost and nothing to pay for 3 months; including that a £35 connection fee would be waived. He even showed me the email that he sent to his boss re. this.
I have received a first bill with this £35 fee. I was not expecting it and do not have the spare funds to pay anything until the end of January anyway.
I have since contacted the salesperson and he has advised he is arranging for my account to be credited, however he said I may need to pay the bill first, then it can be credited.
Meanwhile a £7.50 late payment fee has been added, meaning I am now showing owing £42.50 overdue, off a charge I was told would be cancelled. Also my services have now been suspended/ restricted.
Surely the bill can just be cancelled or my account credited accordingly to settle it? It seems absurd to have to pay a bill first (which I was told I would not get), just so it can be immediately refunded.
Either way I do not have the money available to pay it, whether it gets refunded straight away or not, until the end of January. And I am not prepared to be without TV or internet for the next 2-3 weeks, nor do I think that is fair.
I have had a number call me, 0800 052 2170, which was an automated request for payment asking me to input my account details and pay. There was no option given to hold for an operator. That screamed scam but I have looked up the number and it appears genuine.
Also the Virgin Media app advised I call 0345 454 1111 to “speak to a member of the team” and “resolve” my issue. Again, automated, even after putting in my memorable word, was just sent a text link to pay then automatically hung up on.
I have done the Virgin Media WhatsApp chat, spoke to an advisor on Tuesday; told them what happened, sent screenshots of my conversations with the salesperson, a voicemail received from them; was advised that my bill would be credited within 24 hours and my services restored within 4. 2 days later this has still not happened and now Virgin Media have sent an email chasing payment and warning that late payment may affect my credit rating.
Please can anyone help / advise? I really need to talk to someone directly on the telephone but just can’t seem able to.
Kind Regards,
Colin Baker
