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New contract : Complaint

Joining in

Our contract was ending and disconnected on 26th July, we were offered a n package via web sales and agreed on the 25th July.

We still got disconnected and have explained to chat via WhatsApp. They got us reconnected on 31 July , but said new package could take 72hrs to show up and be active. Next day we get an email saying all done 250mb @ £57 but a bill in sept of £117. No details of our new offer £20 for 125mb. Even though I have received email with confirmation and contract. pdf.  They said it could be another 72hrs before they an do anything. Like offers. But nothing about the deal I agreed to. I can't afford to wait any longer and for a bill to be charged. Really poor going around in circles having to explain again and again vthe issue.


Forum Team (Retired)
Forum Team (Retired)

Hi Shazz70, 


Thank you for your post and welcome to the forums. 


I am really sorry to hear about the experience you've had here! This isn't the level of service we aim to provide at all. I have been able to look at things from our side and can see you've been able to speak to one of the team who has put this right for you. 


Please let us know if we can do anything further. 




Well after checking and receiving an update on our acct today on an  agreed new contract, the agent or manager had not applied the one goodwill gesture or the rolling discount so the billing chargers for sept were obviously going to be incorrect, spent yet another 8 hrs on what's app chat, with another agent who said the discounts would get applied but at this point I had enough, and gave my notice again

Fortunately during all this actual complaints called me and persuaded me to stay and guaranteed this new contract would get the discounts added . I was told the one off goodwill gesture will show up in a few days and the discount credit around the time the bill gets created.

I hope this is true and at present resolved I just hope I don't have to go through this again in 10 days; when I get my bill.

I am sorry to hear this, please can you keep us updated on how this goes.

You can also manage the account here.

I hope you have a lovely weekend. Cheers

Matt - Forum Team

New around here?

Joining in

As of today the credit and goodwill has been added, the actual bill gets generated on the 15th Aug so will see 

Joining in

Just when you think it couldn't get any worse, today we got disconnected, A complete and utter shambles.

Thinking this was all resolved new 18 month  contract and the correct bill. Someone forgot to cancel the disconnection request notice from 3rd Aug.

You just can't believe it, then to spend 5hrs on chat to be told apparently they can't see the details of any new contract, only the disconnection,  will now take 72hrs to get service back, and then been told I have to show proof of the new contract.   Utter poor service.   Clearly a massive error . 

I can certainly appreciate your frustration with this Shazz70. Were you sent any correspondence in relation to the 18 month deal?


Yes , we have sent proof of the offer at the time and this was all confirmed and sorted out by the complaints dept who rang us Aug 3rd .

The problem at the time of getting this new contract done the customer relations team kept saying the goodwill gesture and rolling credit will be processed eventually, I was prepared to have to keep contacting them everyday only to be told something different , so we gave notice in this deal , however like I said complaints rang us on the same day and we agreed to stay. But they forgot to cancel the disconnection request , so fast forward to 2nd Sept and they disconnected us.  


Then back on chat they say they can't see the contract , I in black n white.

So sorry to hear of all of the issues you've had with reconnecting and with your contract @Shazz70 

I can see at our side that the team are supporting you on getting this fully resolved and have advised that the services should be working now. 


Can you confirm that all your services are active for you now? 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

Here to help 🙂
Virgin Media Forums Agent

The service is back on , just waiting to see if the contract price goes back to the the original offer, 48hrs for discounts to be applied,