Wayleave Support Urgently Needed!
As many others have said, I am having a nightmare getting full fibre installed due to a wayleave issue. I was due to have WiFi installed Monday morning. However, when the engineer arrived, he said he wasn't able to complete the installation due to the location of the cabinet which required channeling some cables underneath our neighbours garden. He said that I would need to acquire wayleave permission from him and contact the wayleave team at mailto:residentialwayleave@virginmedia.co.uk. Immediately after, I went and spoke to my neighbour who is an 89 year old man, and he very kindly said he had no issue granting us wayleave. Online, I found this form (https://www.virginmediabusiness.co.uk/pdf/help-and-support/singleaccessagreementexample.pdf) which I got him to sign and I then scanned it and emailed it to the wayleave team. They replied later that day saying that it was the incorrect form and that that they required his email address to contact him. Due to his age, he isn't particularly tech-literate, so I asked them to send me the correct form instead so that I could print it off, get him to sign it, and then email it back again. They insisted this wasn't possible, nor indicated what the correct form was. The wayleave team then followed up today saying that they cannot proceed with our wayleave request (despite us already having permission from our neighbour), as the account and install had been cancelled. Based on this, I would need to contact the Customer Care Team. I then called the Customer Care Team and explained the issue and they said that they could not process a new installation at the property had been marked as 'Requiring Wayleave'. Therefore, an installation cannot be booked until wayleave is granted. This is deeply, deeply frustrating as we have wayleave permission from our neighbour, but Virgin Media are making the process as difficult as humanly possible. Please can someone from Virgin help me with sorting this request. I desperately want to pay you for your services and get our WiFi setup. This shouldn't be as difficult as it is given our neighbour is fully cooperative!billing paid twice and services still not running
Virgin urged me to pay outstanding bills as payments somehow, for an obscure reason stopped through direct debit. Even after having paid the bill, the 'restricted' services were not lifted. Moreover, I was still asked to pay the outstanding bill which I just cleared. In the confusion I paid it a second time. To then notice the restriction hadn't been lifted again. Virgin still asking me to pay the 'outstanding' bill. I can't get hold of anyone via customer service as the chat bots keep asking me obscure passwords which don't seem to match up with whatever they recorded + as we have restricted access to any of our wifi and phone use I'm feeling hitting invisible walls. There is nothing I can do ... and I can't find any help to respond to any of my now bewildering questions. I've been trying to get in touch with Virgin for most of my WORKING day nowThe Virgin Media payment phone line is the most abysmal thing I have ever encountered.
I was having issues with my account and paying my bill (I used to be on direct debit but it appears Virgin Media changed my account without telling me, and every time I clicked 'Continue' on the payment page nothing would happen). The customer service chat told me to call the payment line so I did. After telling them my details, the AI voice told me 'it's easier to pay online' and hung up on me. In what world is that acceptable? I was calling them because I couldn't pay online, but since I was talking to an AI and not a real human I wasn't able to tell them that. What's the point of the phone line if you're going to tell all your customers to just pay online and hang up on them? Virgin Media contines to be one of the most frustrating and poorly managed companies I have ever had the displeasure of dealing with, and I have wasted multiple hours of my life wrangling with their abysmal customer service. If they try and charge me for an overdue bill because of this, I will be taking drastic action.Virgin have cancelled my Netflix
I have Netflix included in my package, I activated it and it gave me the option to upgrade to Premium for £6 extra per month as it was Standard subscription included in the package, so I opted for this, and a couple a days ago I received an email from Netflix that my subscription is on hold as it is no longer linked to my Virgin Media account and I need to add a payment method. I subsequently reached out to Virgin Media support who said they would resolve this, but I then received email to say changes have been made on my account and then received a new Netflix activation link, when I go through to activate it says its now Standard with Ads and if I want the Premium like I had before and have been paying extra for it will be an additional £13 per month. Support say its logged under the complain reference of C-2908251534 but I'm not happy with the time its taking as I'm unable to use Netflix unless I add a payment method or link to my VM account, but I don't want to be charged double and the increased rate. Is there anyone that can assist with resolving this so my account is corrected back to the £6 for premium?
CATV cover
Hi I have a CATV cover outside the front of our house I've asked the council to drop the kerb but v/m need to inspect the cover for it to be moved or changed in some way. I've paid the required fee but no inspection has taken place. I have been weighing 2 months and I've only a contract at the council and keep being told its v/m’s delay and to just wait can someone help or advise. regardsAbsolutely apalling customer service that's made me want to cancel my plan.
I've been using Virgin for 9 months, and the whole time they haven't been great. My WiFi is incredibly unreliable and constantly loses connection. However, I stuck with my plan as me and my housemates are only students and believed we couldn't reasonably afford anything better, and didn't want to deal with the hassle of cancelling and finding something new. Today I receieved an email telling me I had an outstanding balance in my account. This was 5 days after my bill (newly increased in price, may I add) had left by bank account via direct debit, and I could see the transaction in my banking app. Naturally I was confused and didn't want any late fees or restrictions, so I tried to log into my account for further answers. However, I'd forgotten my password and the password reset email refused to be sent to my inbox, no matter how long I waited or how many times I tried, so I called the customer service line provided. Unfortunately, instead of being transferred to a real human being, I had to deal with an automated voice. This was an absolutely abysmal experience, way worse than any other automated customer service line I've called before. Not only did none of the options pertain to what I was asking, the automated voice refused to transfer me to a real human until I could provide my password, which I kept explaining I couldn't do. The continued repeats of "please state your password" no matter how many times I tried to make it go back or change tactic were infuriating. I had to call three seperate times, twice asking specifically about changing my password, and the third I gave up and simply talked about the error in my balance. When I called regarding my balance, it gave me a solution completely unrelated to my issue, and then hung up on me. Not to mention each time I called it sent me a bunch of texts begging me to download their app and log in to my account. Eventually I had to give up on their phone line as it was getting nowhere and tried their chat system on their website. I had to again deal with automated answers trying to figure out what I was saying before I was finally connected to a real human. One person I was connected to never answered me when I asked them a question and I had to disconnect, and after going through three individuals I was eventually told that I couldn't log in because they were having issues with their website, and the outstanding balance was an error and the email was just "a reminder" (despire it coming 5 days after I'd paid the bill and specifically saying the words "you have an outstanding balance on your account"). This experience left me incredibly drained and frustrated. Once me and my housemates have moved out of this house I know I will be cancelling my plan immediately and telling everyone I know not to use Virgin. I already had an unfavourable opinion of them due to their terrible broadband service, but their abysmal customer service is the nail in the coffin. In fact, the only reason I'm writing this here is because they don't have a customer service email I can send this to. (Seriously? How am I supposed to talk to a real human at this company when your phone line is automated and refuses to connect me to a human, and the people in your online chat service ignore my questions.) Sorry, Virgin, but I won't be paying your fee hikes anymore if this is what they get me.Cancelled engineer visit and lying about the service
So my broadband has been out since yesterday, the Hub3 is showing the WiFi light on green and the status bar flashing green. I arranged an engineer. Got an email just now saying they've cancelled the engineer because it's a fault in the area, then an email to say it should be working now - and it isn't. And now I have to wait longer for an engineer. Thanks for lying to me Virgin.Internet is down after moving house.
I have recently moved house and plugged the router in l, however we don't have Internet access. I am able to connect to the router but the router itself does not have Internet access. Hub-5 says that the Internet (Access Denied) and I'm unsure why. I have been on the phone with customer service and each and every person I have come into contact with thus far has tried to solve the issue a little, then upon realising they don't know how to solve it, sent me back onto the queue and got another person on the phone. Rinse and repeat for hours. I'm trying to remain patient and collected, but this is a consistent problem I have and it is starting to wear me down. I want my Internet access issue resolved first and foremost, but I am also close to closing my account if this treatment continues.