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I feel constantly lied to by Virgin Media (current issue = ebilling)

londonbased
Settling in

Where to start!
1) When I signed up for Virgin Broadband I warned the salesperson that the previous tenant who had Virgin Media Broadband in this home said that it doesn't work anywhere except the living room near the router. I inquired with the Virgin Media Salesperson whether this issue will be resolved. I was told "Absolutely, we'll send you a booster/hub." When I got my broadband installed, there was no booster installed. After digging for a way to reach customer service I was told that to have a booster will cost me £8 more each month. You can imagine how annoying that was.

2) When I signed up for Virgin Broadband, I made it very clear that I needed a paper bill in order to get a DBS check and a bank account here in London. I never received a paper bill, instead getting an ebill. I tried to change to paper billing online on the virgin dashboard but the system would never recognize the change. So again, after jumping through a ton of hoops and being hung up on multiple times by the automated system I managed to finally reach a person who said that they could add paper billing to my account. However, they said it would cost me an additional £1.75 each month to receive a paper bill. I pointed out how unfair that is for people with disabilities but fine. The representative, Karan Bhosale, said that in about a month, after receiving my bill, I can call back and switch back to e-billing with no issue. Well, I just called back, a month later, and the representative, Neil Javier, just said that in order to switch from paper billing (which I never received btw) to ebilling would require that I sign a new contract and that he can't guarantee that my new contract (signed less that 2 months ago) will be a price match. He just told me that, in fact, it will cost me an additional £10 a month now to remove the paper billing and have my new contract.

3) Let's talk about how impossible it is to reach a person. If you do manage to find the phone number and go through the system, clicking 2 for this or 3 for that, they will eventually send you a link and say, "We've just sent you a link to do this or that", and then it hangs up on you. As mentioned above, the website dashboard doesn't work properly sometimes so the links they sent are pointless. I have to get back on the phone and jump through hurdles again to reach a person.

I am seriously considering cancelling my relationship with virgin, paying £366.20 to cancel even though I have only been with them for 6 weeks, and going elsewhere. I am going to research other options. Seriously... Virgin Media, you can do better. Be better.

At this point, I just want ebilling! That's it! I don't want a new contract, I just want ebilling! 

2 REPLIES 2

Cardiffman282
Super solver

"... I just called back, a month later, and the representative, Neil Javier, just said that in order to switch from paper billing (which I never received btw) to ebilling would require that I sign a new contract and that he can't guarantee that my new contract (signed less that 2 months ago) will be a price match... "

That's unlawful misselling VM (and something we are seeing far more frequently on here). https://www.citizensadvice.org.uk/consumer/changed-your-mind/if-you-were-misled-or-pressured-into-bu...

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Cancel VM here
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jpeg1
Alessandro Volta

VM seem to be getting even worse, if that's possible. Grasping every opportunity to extract extra money from users.  I do wonder if they have received instructions from their US masters that need more cash whatever the consequences. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.