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Virgin won't honour contract

On our wavelength

irgin sent me this offer to renew my contract for £19,after inputing credit card details when I clicked on place order it kept crashing so I called support today and the girl signed me up to a new contract,she said her manager told her to put it through for £35 but applied a discount on it to take it down to £19, but she didn't applie the discount after saying she did on the phone,I noticed in the contract email a hour later they sent that it was for £35 and nothing mentioned about the discount to take it down to £19,2 hours later and pulling my hair out on the phone I still can't get this resolved,every one of them were incompent,I was hung up on,left on hold for 25minIMG_0140.jpeg


Forum Team
Forum Team

Hi @hash70 

Welcome back to the community forums

Sorry to hear of your contract concerns. If the credit that was agreed was a rolling credit, you would not see this on the contract as this is a credit applied out side the systems to correct billing. We can see on the systems at our side that you've since spoken with the team and have confirmed this for you. 

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

Knows their stuff

This admitted practice by VM is outrageous - perhaps OFCOM would like to arrange a team of forensic auditors to have a look at what goes off in the billing department

On our wavelength

They didn't tell me nothing,thatpsmwhy I posted here,they gave me a managers email to send a screen of the offer  for £19,Gmail has tried to deliver 4times now and it keeps getting rejected,they are giving me the run around as they don't want to honour the price,I'm reporting this to ofcom tomorrow 

Hi Hash70 👋 Thanks for getting back to us. 

Sorry to see this has still not been resolved for you. I will send you a PM to confirm a few account details so we can ensure that any hidden rolling credit is correctly active for your billing. 

Just to let you know, if there's a hidden rolling credit, it won't appear on your contract or in your My VM account when looking at your 'package price' 👉 but it will show on your bills each month in the breakdown (Credits and discounts section). 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞


On our wavelength

4 customer service and a manger I spoke to and not one of them mentioned that a rolling credit doesn't appear on my contract,ur the first that has mentioned this but I'm not surprised cause every one of them came across as arrogant and under trained and obviously reading of a script,I spoke to a person who tried to claim she was tech support who didn't even know what ping is,i still don't get why a manager or customer service people can't see the rolling credit on there computer,,that is nuts

On our wavelength

UNBELIEVABLE,I  give the hell up,I'm jst gonna phone and cancel the contract,this is beyond stupid,every one of you need to be retrained or better yet sacked cause your all incompetent to work in customer service support  😡😡😡😡IMG_0159.jpeg

I sense your frustration but if the staff can't clear you on the information you have provided then I can't see how they can be reasonably be expected to proceed. 

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