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Official complaint procedure - billing me for kit

Joining in

How on earth do you officially complain to virgin and actually get a response? 

I've phoned - for 3 hours. 

I've written to them. 

I've asked to be emailed during calls 7 times. Yes 7. 

I've been promised my complaint is logged - asked for proof of this, was repeatedly told they offer no proof and no writing. 

It's now 3 weeks in, virgin are repeatedly trying to bill me for kit I don't own, never have, and I'm genuinely shocked a company as big as virgin cannot email their customer manually? 


Do I need a solicitor?


[MOD EDIT: Subject title changed for clarity]



Alessandro Volta

You are unlikely to get a VM reply here in 'Community Natter' a moderator or a VIP may move your topic to 'Account Management - Cable' to get a VM reply.

Presumably you have left VM and VM is trying to charge you for some equipment.

If/when your topic is moved you will hopefully get a reply from the VM forum team which should offer you some clarity.

If not, your route is a formal complaint to VM first of all (if you write in by post and use a signed-for delivery service you will get a timed record from a third party of when your complaint started).

The VM complaint route is unlikely to result in a useful outcome but is a required first step before going to arbitration as per the process and timescales below

Forum Team
Forum Team

Hi @Jackmort 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're really sorry to hear about the poor experience you've had and that you feel this way 😔

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.