Disconnected after accepting online renewal, now struggling to get the original offer honoured
Virgin Media disconnected me earlier this week after abysmally failing to process my online contract renewal. I have since been reconnected, but getting customer service to honour the original renewal offer is proving to be a real nightmare. A timeline of what has happened: In mid-September 2025, I informed Virgin Media that I want to terminate my contract due to a massive increase in my monthly subscription cost, from £56.52 to £197.52, which was due to come into effect on 19 October 2025. I asked for a straightforward cancellation of all services, without doing a one-touch-switch to another provider. A few weeks after my cancellation request, I received an email from Virgin Media with an offer to renew my existing package for a further 24 months at a cost of £44.02 per month. I accepted the online renewal offer on 7 October 2025 and received an order confirmation by email on the same day, stating that my existing package would be extended by a further 24 month at a monthly cost of £44.02, with an annual price increase of £4 each April. The email also said that the estimated activation date for the new package would be the 10th October 2025. On 17 October, I noticed that the new contract details were still not showing in my online account and called Virgin Media customer to inquire as to the reason for the delay. The customer services agent informed me that, contrary to the information provided in the order confirmation email, it might take up to 15 days for online renewals to be processed. As my existing contract was due to end on 19 October, the agent told me that she would suspend the disconnection and manually monitor my account so as to ensure that the renewal of my existing package at a monthly cost of £44.02 was processed correctly. She also promised to keep me informed by telephone as soon as the renewal of the contract had been processed. I was further promised that I would receive a full refund for any additional charges raised against my account until the renewal process is complete, so as to ensure that I am not overcharged for my existing package. During the night of 22-23 October, all Virgin media services at my address were disconnected. On 23 October, I called Virgin Media once again. The agent puts in a reconnection request and promises that, once I am reconnected, the renewal offer will be processed. On 25 October, Virgin Media reconnected all services and bills me £206.88. My online account says that I am now "out of contract". There is still no sign of the online renewal offer, which I accepted on 7 October, and for which I was sent an order confirmation and two pre-contract documents. When I call Virgin Media, the agent tells me that the online renewal offer was voided by the (erroneous) disconnection and that he is unable to recreate the package price that I accepted when renewing my contract, since the "pricing tool" is not available within the first three days of (re)activating an account. He suggest that I call again "after 72 hours" to see what can be done. I am now left wondering what will happed in three days. The online renewal offer that I accepted on 7 October was substantially better than anything I was previously offered by the retentions team over the phone. I am shocked that Virgin Media has failed to process the online renewal within the promised 15 days and I am now left picking up the pieces. What will happen in three days if the telephone agent is unable to match the online renewal offer that I accepted on 7 October? To make matters worse, a charge of £206.88 was raised today against my account, which now appears to be “out of contract”. I feel like I have hit a dead end with customer services and that my only way forward is a formal complaint and, if this fails, contacting the Communication Ombudsman. Is there really no other (and quicker) way of getting this problem of Virgin Media’s own making resolved in a satisfactory manner?Urgent Installation Help Needed!
Hello, Apologies in advance for the long post, but I am facing what has been an incredibly long and complicated process. I placed an order for broadband in June and no issues regarding installation were flagged. Our installation was then booked in for the 15th September, and everything seemed fine. Roll around 15th September, an engineer comes round to complete our installation and we are told he cannot do so as we require wayleave from our neighbour. Immediately after this, Virgin cancelled our account with no warning. Fortunately, our neighbour agreed to give us wayleave, however the Residential Wayleave Team at Virgin were incredibly uncooperative and said that as our account had been cancelled, they couldn’t proceed with the wayleave request and that I’d need to contact Customer Service to book a new installation. When I contacted Customer Service, they then said that they couldn’t book an installation as it required wayleave which created a deadlock. After many hours on the phone to Customer Service, we eventually got this resolved and we had a new installation booked in for October 9th, tomorrow, and we assured relentlessly that it would go ahead with no further issues. Ahead of the installation tomorrow, we were told that work would need to be done to the property in advance to allow the engineer to complete the installation on the 9th October. This was due to happen last week, then was rescheduled to the October 5th, then rescheduled to the October 6th, then rescheduled to the October 7th, then rescheduled to today (October 8th), but no-one has shown up. We have also received zero communication either by text, call, or email about when this necessary work will happen. It’s only when we call. For example, earlier today I called yet again to confirm that the work would be completed today and I was assured it would do. I was given a specific window of 18:30 - 19:35 for the work to be completed, and the Engineer's Tech ID which was 47842. As expected, no-one turned up again. I also received a call from Virgin Media saying that our installation date had been moved to the 1st November due to ‘extra essential work’ needing to be done outside the property. Following this, I immediately rang up Virgin Media, explained the situation again for the millionth time, and the gentleman in the Pre-Installation team moved the installation to the 23rd October. He also submitted a ‘Code Escalation’ form to escalate the issue further. Despite this, I have absolutely no confidence that this installation is going to go ahead, and I am appalled and baffled at the absolute lack of communication as to when this work will go ahead, as well as the complete lack of accountability for confirmed appointment times. If I do not receive any help soon, I will be making an official complaint with Virgin Media, as well as an official complaint to OFCOM and/or the Communications and Internet Services Adjudication Scheme, and also the Communications Ombudsman as this is totally unacceptable. Please can someone urgently help me resolve this issue, or at the minimum provide some advice on how I proceed as I am at my wit's end and simply want my WiFi installed!Escalating a complaint, or...
Escalating a complaint, or even talking to a human being who isn't just selecting from a series of prompts is impossible. I've raised a complaint about an issue which has been present on & off (mostly present) since my contract starting, and every time it's like pulling teeth to try and get any action taken. I raised a complaint over 3 days ago, with nothing other than an acknowledgement email back. The status is still on the first stage when I check the status. I have updated this daily with screenshots showing there's a clear network issue, which has been diagnosed before and confirmed by 6 engineer visits. They confirmed there's no issue between my property and the cabinet and that the issue needs to be escalated above their level. I've been told before, over the phone and by engineers that they're going to escalate my issue Nobody seems to want/to be able to do this. How is this possible for a company this size to have such a terrible issue resolution system? Is anyone here able to help? I'm sure I'm not the only one who's being driven mad by this.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. regards
