Reverting to Virgin360 from Unwanted Stream Box
Hi All, I recently negotiated a new Virgin contract and asked for a second box for another room. I was told I would receive two new boxes but not the details of what they could/couldn't do or even that they were a different type of box. Unfortunately, my family uses recording and pausing often and I prefer to use an ethernet connection in the main room. I raised this with Virgin and multiple customer service agents have said that is impossible to revert back which I find very strange. I cancelled my contract within 14 days and have been contacted by retentions but no one is able to give me what I want which is just to have my box back working as before. Has anyone had a similar experience or know if this is definitely the case? I know Sky has also moved to streaming so I'm considering EE TV options at the moment. My area IS covered for Virgin 360 and I have checked the coverage maps but I don't why they are so adamant about something which shouldn't be difficult. Regards, MalachiYodel delivery date not honoured
I ordered a broadband package for self-installation a few days ago and delivery date was set for 14/12/2024. Instructions said I would receive a tracking code from Yodel who would do the delivery. Since then, I never received anything and it is now December 15th. I waited for delivery the whole day and nothing arrived. The scheduled delivery date in the VM app is still on the 14th. After speaking to the pre-install team on the phone, I finally got a tracking code. Yodel says the package is still with the sender and Virgin Media says it’s with Yodel? If this doesn’t get resolved in a few days I’ll have to use my cool off period to cancel the service.How could I continue my previous contract when I move home? I've been put into a new contract.
Hi, I moved in a new property in last September and I've understood that my contract from previous address has been continued as there was no change in services. However, I've just realised that I've been put into a new contract since I moved in the new property. According to the Terms and Conditions, my previous contract should have been continued rather than making a new contract as I've been using the same services that I received at my previous address. Could I correct current new contract to holding and continuing my previous contract? Please find the following Terms and Conditions below: Section O, Paragraph 5 Where we have agreed with you to continue providing the same services that you received at your current address to your new address and this is during any minimum period, then that minimum period will continue at your new address (e.g. where your services are on a 12 month minimum period, if you move during month 7 of your minimum period, the remaining 5 months of your minimum period will apply for those same services being provided at your new address). Where we have agreed with you to change the services you receive at your new address then a new minimum period may apply for those services and the service start date for that new minimum period will be the date that the equipment is installed at your new address.Moving House - Put on new contract without my consent
Hello, from what I can see, this is unfortunately a very common issue. I see others have had some success in posting here so I am doing so. Today I tried to cancel my virgin media broadband contract as it was about to shoot up to £50 a month and we are at the end of the minimum term. I was very surprised to be told I would owe £500 in termination fees as I was partway through a contract. When I asked about this, I was informed that when I moved house in October, I was put onto a new contract rather than the old one amended to my new address. I had no changes to my package, the only thing that changed was my address and I was reassured this wouldn't be a problem. I was then stuck between picking one of the three options: 1. Pay £500 to exit the contract I never agreed to, to my knowledge I was still using the old one I did consent to, 2. Pay £50 for this month's broadband whilst I try and fix this error 3. Start a new, crappy expensive contract for throttled speeds which is what I've done as I cannot afford a £500 termination fee I never consented to, £50 a month per broadband and I work from home and so need an internet connection. Upon looking into it, apparently my new contract should have been amended to the old term dates when I moved but this never happened. I would like to exit my contract and end the new one I've been forced to start as I can get 500mpbs for £32 elsewhere. I was also really displeased with being frequently told I should stay with Virgin Media as changing providers is a hassle and they are investing in infrastructure when the agent knew full well they had just informed me I apparently have no choice but to stay with Virgin Media. Really would like this sorted, never had such a horrific experience with a broadband company before today.Unable to start new Volt contract
In May 2022 I took up a Volt contract with Virgin that was scheduled to expire last November. In March last year however I renegotiated a new Virgin non Volt contract that now expires in September this year. The o2 SIM contract however ended in November along with the original Volt contract date. I was able to keep the Virgin Volt benefits until my new contract ends in September. I have seen that there are some good Volt offers available for new customers at the moment and would be keen to renegotiate a complete new Volt package with a new o2 SIM but yesterday I was told in the online chat that I couldn’t do that as my account still shows me as on a Volt contract. I wanted to confirm these facts as correct as I would have thought Virgin and o2 would welcome a new contract signing.
Ripped off in new contract! Want to escalate our complaint but how?
My husband spoke to a Virgin rep in August to renew our contract for broadband and home phone. For many years we had a plan that allowed us to call international numbers for no extra charge. The rep knew this very well. But she told him he could great a great new contract for £46 a month with faster internet speed. He did not know nor was it explained to him what the phrases 'Talk More Anytime' or 'Multi Talk 1000' meant but the new contract showed that they were removed from our new contract. As a result for the last three months we were charged £320 extra in itemized long distance calls. When I called Virgin and spoke to a rep and his supervisor that I thought the rep should have explained on the phone what the features of the new plan were, they said that could add back the international call feature, which is now called something else (Talk More International I think) for a new monthly cost of £51 a month, but could not do anything about the past charges. They agreed that the rep should have explained exactly what the new program was. WHO READS ALL THE FINE PRINT?? People often don't have the time to read through contracts or even to check their monthly bills. We feel the Virgin rep should have explained exactly what we were losing. The supervisor said she would ask someone to review the phone call my husband had but it could take up to six months. We are furious that Virgin reps are either not trained well or trained to mislead customers about what new packages entail so they end up paying ridiculous fees for no better service so Richard Branson can have a bigger yacht. It is impossible to find a way to write him or anyone of consequence. How can I escalate this complaint?
