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Credit not showing on my account / app

Joining in

Does anyone have any advice about my tale of Virgin Media woe please? 

We signed up to Virgin Broadband via a field sales representative. He sent me a text message afterwards stating “Thank you for your business today. I just wanted to advise that the Stream box shows a £35 charge on your documents but as discussed you will get this completely free. I have applied the £35 to your Virgin media account along with your introductory credit of £125.”

On our first bill, it shows the £35 Stream activation fee has not been removed and the £125 credit has not been applied. I contacted the field sales representative and he said the £35/£125 credits have been applied but it still wasn’t showing on my bill. The direct debit is due to go out on November 28.

We didn’t want the Stream box and would never have accepted it if there was a cost. We haven’t used it or intend to. The £125 introductory credit was a major factor in persuading us to sign up so to not be receiving this is not satisfactory.

I called on 13/11 and spoke to someone who could not grasp the issue at hand and raised a complaint. I was told a manager would call me back. No-one did call me back and then I received an email on 17/11 asking me to call Virgin because “As per records and the latest update, we attempted to contacted you but unfortunately we could not call you as the mobile/home phone number is not updated on the account” – my mobile contact number is clearly stated on my account and the complaints history on my Virgin media account.

On 17/11 I called and spoke to someone who understood the issue and resolved the situation by (she said) by implementing the two credits totalling £160 to my Virgin Media account. I received an email confirming this (although not the amount) which stated it could be 72 hours before it reflected on my account. At the time of writing) my account had still not been updates

Getting through to the right department is extremely hard and incredibly frustrating and I have spent at least 3 to 4 hours trying to sort this out personally. It seems there is little cohesion between field sales and customer service teams. Virgin is all too willing to get me signed up but seemingly incompetent at following through on its promises and sorting a seemingly very minor issue.

 If £125 is taken from me by direct debit on 28/11, I can withstand this but many others may not be able to. It’s so annoying that something so simple seems completely beyond their ability to resolve.

I should add that the installation and running of the broadband has been fine!


Forum Team
Forum Team

Hi there @JC232 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your service and new deal, I can fully appreciate your disappointment and this is not at all what we would want for you as a new customer.

I would like to take a closer look into this with you via a private message so we can check the upcoming bill and deal. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Dialled in

JC232  Roger123 here.  I note your comments and frustration.  If my Virgin Media Account is not credited by Monday, the 18th December, 2023, I WILL BE TAKING LEGAL ACTION. This seems to be the ONLY way these people understand. Otherwise they will fight to hold on to every penny piece they can. I only Joined Virgin Media on the 2nd October, 2023 and my FIRST bill amounted to £313.12.! Naturally and thank God I paid it. I have proof that Virgin Media will take some poor, unfortunate Customer to Court for as little as £55.00. Hope you get satisfaction in all your dealings with Virgin Media!

Roger123 here. Maybe if you stopped 'POPPING everything across' we might get some proper Customer Service!