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?Renewal Issues
So my contract is due to expire in December 2025, and I received an email from VM with a renewal offer of £90.75, about £10 more than what I pay currently which I was happy with, so I went through the process and agreed to the new price, shortly after received the new contract details via email with all the same services and the new price clearly stated. So I thought everything was good and my new 2 year contract would start and I would be paying the new price. Fast forward a day and I’ve now received another email saying I’ve made changes to my contract (even though it states there is now added or removed services) and therefore my bill this month will be £193.64 and then £162.34 thereafter!!! That’s even more expensive than if I’d just let the current contract lapse and almost double what I’ve agreed to on the renewal email. Is anyone able to shed some light on this or help at all? Thanks!No response from homemovers !
I was disconnected on 30/09/2025 I spoke to Virgin Media about the early disconnection fee. They said as I am moving to an area they cannot supply, I won't need to pay the EDF. I have sent them my new rent agreement in my name with the new address which they cannot supply. Many emails were sent to homemovers@virginmedia.co.uk as requested. I have had absolute NO RESPONSE and the EDF was been applied. I have spoken to them several times and no one seems to be able to solve it. message from Virgin Media "If you can provide us the required documentation showing your new address within the next 28 days we will apply a credit to your account removing the early disconnection fee. Once you confirm, you will receive an email to your registered email address which will outline all of the details and required documentation you need to provide to us. Upon sending the documentation a correspondence will be sent back to you detailing the next steps. Until now my account is showing as payment overdue and they didn’t answer my email sent to homemovers@virginmedia.co.uk very difficult to cancel the EDF !! 😔 [MOD EDIT: Personal info]Keep Getting Emails About Outstanding Bill
As the title implies, we keep getting an email about paying a bill for a late payment, even though the bill was settled in FULL yesterday. It even says "PAID" on the VM portal site, but when I click view on VirginMedia, it is saying we still have to pay the same bill??? How can it be paid and not paid at the same time, is this some kind of Schrödinger Bill Payments or what? #angry #frustrated Virgin Media are a circus half the time and this is getting ridiculous, one issue after another with this company!Historical Debt - Unable to change address
I am trying to update my address for an old Virgin Mobile Account that is currently being managed by a Debt Management company on my behalf. However, I cannot get through to anyone at Virgin on live chat or the phone that can help me, as I cannot remember the original address for the account. Please can someone help me, I've spent hours online and no one helps me. I just need to update the address.
Unable to view bills
Hi, for quite some time now I've been unable to access my bills. I've tried every day for weeks. Here's what happens. Select Billing and payments | View your bill | Broadband, TV and landline which takes me back to: Select Billing and payments; and so on and so on in a continuous loop. It is the same on any device, phone, tablet, Desktop PC either using the website or via the app or the link in the original email inviting me to look at my bill (which was different to usual). Very frustrating, please fix and advise. JefContract confusion
I had a notification at the end of August telling me that my contract was expiring and informing my prices would increase. I then went through the process of choosing a new contract, signing it and getting all the confirmation & contract details through saying that my next payment would be £66 and then after that it would be £0.83, then every month thereafter it would be £33.95. So you can imagine my surprise when I open my emails telling me my next bill would be £70!! On my account online it tells me my contract has expired and offers me a new package for £36.89, but I already agreed to a contract. Where do these numbers come from? Is there a random number generator that offers up these numbers until the customer agrees they're happy? I have been trying to call customer services but none of the options help me with the above and every time I try to connect to speak to a person the call is cut off. This is ridiculous! I'm so frustrated, Virgin Media is a great provider, but their customer service stinks. It shouldn't be this difficult!
