Showing results for 
Search instead for 
Did you mean: 

Virgin media not honouring new contract

Tuning in

Hi Everyone

I contacted VM beginning May 2024 when my contract was about to expire. They offered me my same package 350m + anytime calls for almost twice what I’d been paying therefore I said I was leaving (after 30yrs).

On the 10th May they called and asked me to give them one last chance to remain a customer. They put my account on hold and asked that I don’t go elsewhere until I spoke to someone who was calling me the following Monday at 12Noon. This call never came so I called them. I was told that my package was remaining the same at almost half what I was previously paying! I obviously accepted this and was told that it was being put through and my new contract would be sent via email.

Since then I have received nothing. I have now spent hours and days over the past month on the phone to VM. I am constantly told that my package is as stated (it’s in their ‘notes’) and that a manager will call me back to put this through. Nine times I have been promised this and to date not one person has called me back! I even have a recorded telephone call verifying my package and all the hassle I’ve been put through. 

During this time my broadband was cut off and after 7 calls was reinstated with profuse apologies. The final straw was after raising a complaint I received an email on 12th June thanking me for my chat of that day and how happy they were that they had resolved ‘things’! Not only did I not speak to anyone that day or ever but ‘things’ are far from resolved! Indeed I have had yet another payment taken from my bank account for £72.88 that I did not authorise and for a contract I never agreed to!

I obviously called on 13th June and was told that finally my package was being put through by a manager ‘Louise ’. And to ignore previous charges, they would be refunded. He even furnished me with her email address and asked that as further verification could I sent the voice clip of the call I received verifying my package. This I did but this has bounced back numerous times, as apparently doesn’t accept emails!? He then called me back later and told me that she had received his email and my email. I questioned this as MY email had bounced back undelivered? He assured me that she would be calling me shortly to arrange my new package.

Again, to date, I have had no call. NINE TIMES I have been told this and yet have never received any response!

I am now at a loss as to what to do next. I am getting nowhere. I even raised another complaint and after spending an age typing out the scenario I immediately was sent an email saying my case had been resolved!

can anyone please help!?



Joining in

Having the same issue renewed in May and they are telling me diffrent things every time I ring they tey to break you down so you give up font be defeated I'm going to contact resolver if I get nowhere in this forum I will be termantanting my contract free after they accept they have not honered my contract 

Forum Team
Forum Team

Hi @EM392 

Welcome to the community forums 

Sorry to hear of the poor experience you've had with your renewal deal. We can certainly investigate this further for you at our side to see what's happened. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

Here to help 🙂
Virgin Media Forums Agent

Hi Jeanette1988

Thanks for joining in!

I think you are correct in that they are trying to wear you down!
I learned and was told by an agent never to speak to anyone other than the UK team (by pressing option4) about my package as it is only the UK Outbound team that have the correct notes on my package.

My frustration is that despite this ever time I have called (over 9 times now) they reiterate the package deal, I agreed to, tell me it’s all there in their notes and that I will be called before my contract ends to put this in place. I even have a recorded telephone conversations to this end, yet my contract end date has passed and I still have never been contacted! And as I said they are taking payments from my bank account which I did not authorise for a contract I never agreed to! Surley this is illegal!?

So I understand your frustration! Since I joined this forum I have been contacted very promptly so hopefully I can get this sorted soon! Or like yourself I will be going elsewhere!

I joined this forum today re contract issue. I have been contacted by someone supposedly from the VM team asking me various ‘security’ questions one of which was BANK ACCOUNT DETAILS!

I did not give any details as I doubt VM would ask this!

Has anyone else experienced this? I suspect it’s fraudulent how do I report?

Very Insightful Person
Very Insightful Person

@EM392 wrote:

I joined this forum today re contract issue. I have been contacted by someone supposedly from the VM team asking me various ‘security’ questions one of which was BANK ACCOUNT DETAILS!

It's only VM staff who are authorised to use the VM logo as their forum logo, and they will have "virgin Media staff" or "Forum team" underneath their username. This PM is the forum equivalent of passing telephone security to verify your identity.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Sorry to hear of your concern with our account security questions @EM392 

The members of the Virgin Media forum team work for Virgin Media, but you can check the link @carl_pearce  has kindly provided which shows how to identify Virgin Media staff. The moderators will also be able to do the same if you've reported the post.


One of the questions we do ask is the last 4 digits of the bank account number registered to the account, but if you're not happy to provide this to us over private message, there are other questions we can ask instead if you prefer. 

We must pass full account security to be able to discuss the account, please re-join me back on private message and we can continue to support you if you'd like. 

Here to help 🙂
Virgin Media Forums Agent