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Four Contracts in One Day

Joining in

On March 24th, 2024, I applied for a Pre-Contract deal online with Virgin media. The pun "Looking forward to 2025" seemed like an excellent offer, and I expected nothing less than a smooth and prompt process. However, three weeks after submitting my application, I received no response from Virgin media.

I called their customer services to find out what was going on, and to my surprise, I discovered that my application did not go through. Their customer service representative promised to sort it out and set me up with a new contract. But instead of offering me the same deal, they offered me a new contract that was a lot more expensive than the one we had agreed upon.

I contacted them again, but they got it wrong not once, not twice, but three times. And it was only after my fourth attempt that I had to call Retentions before finally speaking to someone who got everything right.

But yesterday, April 24th, 2024, when my bill arrived for the new contract, I was shocked to see additional charges of £35 plus £5 for equipment postage, which were not mentioned during our conversation when the contract was renewed. I am extremely dissatisfied with Virgin media's customer services. After all that hassle and four contracts later, I feel like I shouldn't have bothered in the first place.

I want Virgin media to rectify this situation with the extra £40 deduction immediately and provide me with the service that I deserve. For the record, I installed the equipment myself, and I expect to be treated with the respect and fairness that any customer deserves.

To make matters worse, I spent 3 hours waiting on a reply from a Chat agent I started, not even a mention to say the Chat line stopped at 8 pm.

Feel no one wants to help.


Forum Team
Forum Team

Hi @GeorgeC114

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear that there's been some complications in taking out a new bundle with us and some additional disputed charges. When did you last discuss this with the team and what have they advised exactly?


Zach - Forum Team
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I eventually penetrated the chat line and hopefully, my problem has been resolved, I guess we will see when my bill is sent out.

Hi @GeorgeC114,

Thanks for the update. I'm glad to hear you were able to reach the team and that they could help you.

Please do let us know if you need anything else.



Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!

Thanks, great to be able to chat.

No problem. 🧾

Do reach out to us in future if you require assistance.
We'll help where we can. 😇

Kind regards,

Forum Team

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