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ndebwayne
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Fraud alert - signed up without my permission

I cancelled my broadband service (and received a confirmation email) with virgin on the 20th Dec 2022 and had one month left on my contract to use. I signed up with an alternative company (community fibre) on and they installed their broadband on the 11th Jan. On the 19th Jan 2023 I unplugged the virgin media box and started using my new community fibre broadband.

In early Feb I received a letter telling me my virgin media broadband would be going up by 7 which was obviously strange so I called them and was told that I had signed up with a door stop caller from virgin media over the Christmas period. I explained that this was not the case - I had not spoken to anyone at virgin since the day I cancelled. I was told it showed I had used the service in February which was not true as the box was unplugged. 

I have explained that logically it would make no sense to have 2 broadband connections from different companies and asked them to look into this as I believe it is fraud by one of their field callers. They did not seem to care very much and said a manager would call me back that day but has not.

Does anyone know my next steps - do I contact police or a fraud line - I have noticed lots of similar examples on this site so do not think Virgin media take this seriously - Thanks for any advice.

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ndebwayne
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Fraud

Fraud alert - signed up without my permission

2 seconds ago

I cancelled my broadband service (and received a confirmation email) with virgin on the 20th Dec 2022 and had one month left on my contract to use. I signed up with an alternative company (community fibre) on and they installed their broadband on the 11th Jan. On the 19th Jan 2023 I unplugged the virgin media box and started using my new community fibre broadband.

In early Feb I received a letter telling me my virgin media broadband would be going up by 7 which was obviously strange so I called them and was told that I had signed up with a door stop caller from virgin media over the Christmas period. I explained that this was not the case - I had not spoken to anyone at virgin since the day I cancelled. I was told it showed I had used the service in February which was not true as the box was unplugged. 

I have explained that logically it would make no sense to have 2 broadband connections from different companies and asked them to look into this as I believe it is fraud by one of their field callers. They did not seem to care very much and said a manager would call me back that day but has not.

Does anyone know my next steps - do I contact police or a fraud line - I have noticed lots of similar examples on this site so do not think Virgin media take this seriously - Thanks for any advice.

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用心棒
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Re: Fraud

The forum team are best placed to help further with this issue; be aware it can take them a few hours or days to respond though it is usually the former.

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I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more
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Natalie_L
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Re: Fraud alert - signed up without my permission

Hi ndebwayne, 

Welcome to the community and thank you for posting. 

I am very sorry to hear this has happened, we will  do all we can to help. 

I will need to take a look at things from our side so I am going to pop you over a private message to take a few more details. 

This will be available via the purple envelope on the top right of this page. 

Speak soon. 

 

Nat
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Zoie_P
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Re: Fraud

Hi ndebwayne 👋,

Thank you for your post.

I can see another forum staff has picked this up and will be able to assist on this for you 🙂

Please keep to one thread and we can look into this for you.

Zoie

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