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Package change not been offered even after accepting the contract documents. is this a SCAM??

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So I have been with virgin media for over 5 years, starting from 100 Mbps to 300 Mbps, and later onto 500 Mbps. The reasons for these upgrades were due to horrible network issues which resulted in upgrading the wifi packages from their team rather than virgin media properly fixing the issues. As of now, I am on 500 Mpbs for the past 6 months and the service was pretty much same low speed, constant network drop, and excuses on area maintenance for weeks. Even after so many problems I still haven't moved my network provider as I believe this issue will be fixed but now my contract has come to an end and I upgraded my package online, as I clearly had the option to do it, I was very much happy with the package so I accepted it and I got the contract via email from and with order detail and contract letter. Now when I spoke on the call with their customer service team these people are denying the package as they don't see any new package linked to my existing account and blamed it on a system error. So I asked them to fix this up and provide me with the same package as I have a signed contract from virgin media agreeing on all terms,  but instead of understanding my situation there customer service team is providing me with a new package with a monthly cost increasing to 3 times more than the agreed package which was given to me by there web team. Doesnt it look like a big scam as I am roped in with all the hoaxes and lies, even after agreeing on something how can such a big company like Virgin Media be scamming me to pay 3 times more than an agreed contract?  


Forum Team
Forum Team

Hey rehanrehan34, thank you for reaching out and a warm welcome to the community I am so sorry to hear this.

I have taken a look at our side and I can see you've spoke to the team recently about this, did they manage to get this resolved for you? Thanks 

Matt - Forum Team

New around here?

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I too have concerns about this. I received an email from offering me 25% discount if I took out an 18 month contract same day. I clicked the link & received pdfs of the contract T&Cs from 
This alarmed me as I then wondered if it was a scam. I called Virgin but they were unable to tell me if they sent the emails, offered no support or another number to call. They did try to sell me yet another package. I’m concerned & disappointed. Why can’t someone advise if the emails are genuine ? Surely Virgin must know. 
mid it is genuine why are Virgin sending emails encouraging same day sign up, a common ploy for scammers ?

I gave not signed up & am considering switching suppliers as I don’t appreciate Virgin’s aggressive marketing. 
Does anyone know if this is a scam ?


Hi @Ineamsm 

Welcome to our community forums and thank you for your first post.

Sorry to hear you suspect you may have experienced a scam. To best look into this, I have sent a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. Thanks, 

Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs

I got the same email (as did MANY others!) - and am still, after 15 hours on WhatsApp chat, 1 hour talking to a real person, and now TWO DAYS WAITING  FOR A CALLBACK, in the middle of a complaint to get them to honor their own offer!  No one seems to be bale to do it and want me to sign up for 18 months at the same price I am paying now as they can't seem to understand their own emails!

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I have had the same problem, receiving emails from about a new contract and then no one at Virgin Media having any record of such a contract. I was provided with contractual documents and an order number. It all looks to be the same email that I get my billing statements from, so is it a scam? 

Up to speed

I have to heap praise on Beth from the team here as she sorted mine out for me.... took a while, and lots of 'out of the box' thinking on Beth's part, but we got there.  Happy to say my discount was showing on my app under bills immediately.

Well done Beth_G

Cancel VM here
Complain to VM
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

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I have exactly the same issue as this, I have just posted separately before seeing this.

Did anyone get any further with this? I am at the point of cancellation as I just cannot get it sorted, very frustrated. 

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Had the exact same problem. Used the Upgrade account option to try and get a better deal before end of deal price hike. Upgraded. Got the contracts sent through then nothing. FInd out 3 weeks later that nothing has been changed and I am going to be charged the inflated amount on the old package. Try to get in contact with them, get sent to Whatsapp. 6 hour wait. Then another hour wait when I don't reply within 15 minutes. No help from the person on the other end. Just get told that I shouldn't have been offered it, its only for new customers and he can offer me a different deal ( £20 a month more than the one I was offered with items I don't want) After an hour of this I get put on hold with customer relations. I've now been on hold with them for almost another hour. It really does feel like they make it very easy to think you've upgraded, and then almost impossible to get it sorted afterwards. I'll be making a call tomorrow to get cancel my service I think.