Showing results for 
Search instead for 
Did you mean: 

new contract issues and awful customer service

Joining in

I renewed my package 2 weeks ago, agreed on a price and the pre contract info was emailed to me on the day. Later in the day i received the contract and the price is different to what was stated earlier in the day-it had gone up!

I checked on my account contract info and that was/is still showing the more expensive price despite numerous phone calls, explaining yourself and finally getting through to  tier 2 retentions, everytime a different person gives me a different reason why it's incorrect after having to explain the whole scenario. 

Broadband speed was also incorrect at 500 and not the promised 1000.

Have upgraded to the 360 package - but  the upgrade is not going through on the box and the box is showing an error essage.  Faults dept are looking at this but no update.

I am chasing price discrepancy constantly, had to take day off on Friday to sort but still didn't get anywhere, called again today tier 2 retentions rectified my incorrect broadband speed and then put me through to faults team, who then dropped the call. So now i suppose im going to have to call again and waste another hour or so being passed from one person to another to expain everything again!

I have probably spent over 10 hours trying to rectify this. Still non the wiser how much my contract is going to be, as the gentleman in tier 2 retentions mentioned the broadband speed increase has increased the package cost by £6???-not what was agreed when i signed up for the new contract.

People promise to call back and never do. Virgin Media customer service at its very worst! After 20 odd years with Virgin Media, maybe it is time to leave.


Forum Team
Forum Team

Hey Tonyje,

Welcome back to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your package pricing at the moment. 

I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,