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Need Help, Virgin Media Customer Service has completely messed up my renewal package.

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I need some help please does anyone know who I can talk to at Virgin Media as I don't know what to do.

I have been with Virgin Media probably since 2010..maybe even before that ive lost track...a long time now.

I was recently on a package for £85pm and the renewal team called me last week, but because I now have serve Parkinsons disease and struggle with communication, I asked them to call me when my son was awake. I need him to speak for me all the time now. However I got a another call the same day and they told me they would renew my package and I would get the exact same services as I already have so I felt everything was going to be fine.


However My son checked the emails from Virgin following that call when he woke up and we realised that they actually renewed at a higher cost and for less services, even the internet speed was cut in half went from Gig1 to M500, No more Ultra HD etc etc. I had my son call and speak to them and they said if we wanted the same services we would have to pay even more again on top. I was really disappointed from this. My Son spoke to someone at Virgin and they said that they cant fix anything for us. I also got hit with a really high bill and my son asked me why did they not renew me before this new big bill. The big bill which was nearly ` my original bill completely ate up the savings I made from my earlier package that I was on, also we are now getting less than what I was told and paying more.

I am very unwell at the moment due to my Parkinsons I need someone to speak to my son. 


Forum Team
Forum Team

Hi @VeteranUK, thank you for your post.

We're really sorry to hear about what you're going through and the poor experience you've had with ourselves. 

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.


Ok Daniel i will

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Hi @Daniel_Et hope everything is ok, will anyone from Virgin get back to me about this please?

Hi @Daniel_Et hope everything is ok, will anyone from Virgin get back to me about this please?