Latest bill not in line with contract
Hi, Could a member of the VM team please check to see what is going on with my account/billing? My bill amount has suddenly shot up by a significant amount and is definitely not in line with the contract renewal I agreed back in January (based on the contract documents, I shouldn't be paying the amount I've just been billed until August 2026). My contract end date showing in My Virgin Media appears to be in line with that January contract renewal, which makes it look like the new contract was applied, but any attempts to view the actual contract (either via the website or the app) result in an error, which makes me think something has gone awry, probably related to the numerous other email renewal offer issues. I still have all the renewal documents, should you need them.
Different invoice/billing address to delivery
I have spent hours over the past few days trying to change my billing address for Virgin Media as it differs from the delivery address. I represent a youth homelessness charity who support a young person with their bills and accommodation, including broadband via Virgin. The charity pay for the virgin connection and require invoices addressed to them instead of the delivery address. I wonder if anyone can assist in making this change please - I have tried web chat and phone call but have had no help with this so far. When I managed to speak to someone on the phone they eventually put themselves on mute for close to 30 minutes before I had no other choice but to hang up. Thanks for your help.Health issues - absolutely vile customer service agent
Hello I have just placed a switch to Sky Broadband due to the absolutely vile customer service agent I have had the misfortune of engaging with. I am in treatment for pre-cancerous cells of the uterus. My bill is overdue and I am paid at the start of the month. I called to enquire as to what I would need to pay in order to keep my services online until I am paid at the start of May, as my priorities have been elsewhere, and was greeted with a customer service agent who was hostile from the off. This was after I had to go around the houses on 5 separate calls as VM make it impossible to just speak to a human being. Your security screening is asinine - is it that difficult to just ask for a DOB like 95% of other companies? When I told your agent due to her attitude that I did not want to speak to her about my health issues and disclosed them, she ignored it and continued to be hostile. I do not think I am special due to the C word. I have looked at your forum and this appears to be a repeated theme for anyone with any kind of vulnerability - I have noted in very recent history a person having issues over homelessness and another experiencing issues with a very elderly parent. You are an absolutely wretched company that would clearly like to simply ride on the back of an established name but ensure it is impossible for any customer to contact you. In this case you should simply establish yourself as an online only service as that is clearly the avenue you wish to pursue. I would rather roll the die and take my chances on speaking to a UK based human at Sky. It is worth the early termination fees. In any case, it was pointless attempting to explain to this useless individual that suspending my services meant that I would be unreachable to medical contact. I have no mobile phone signal in my flat and rely on WiFi calling. The mobile phone provider means nothing. My flat is a conversion of a 200 year old building. The agent instead took great pleasure in, when again being reminded of my health status, that I was being "warned" for swearing once in the context of speaking (ie not AT her). Because again, what is more important is to become argumentative and not follow the slightest context clue. This I presume is rather easy when you have the attitude of someone who clearly despises their job. Or are just not very intelligent. She took great pleasure in being able to disconnect the call when I was asking when I would be called back the next day - again, when asking due to the nature of medical concerns. At every stage of the call - and I do mean from the point of her answering - I was clearly a nuisance. If she hates her job that much then get another one. If I appear hostile it is because I do not think I have ever had the misfortune of speaking to such a truly unlikeable human being in a customer service role. I have worked in a call centre many moons ago. I have dealt with very challenging people and I have dealt with straight up abusive callers. I have not, however, ever encountered a person who thinks it is normal business practice to become verbally abusive to a customer who discloses serious health issues then hang up on them. I knew it was a mistake to continue my service with VM after my landlord released the contract and bitterly regretted the decision instantly. You are a shell of the company you once were.
Account closed but been billed in full for the next month
Hello, I decided after 20+ years with VM to move to an alternative broadband provider via the One Touch Switching process. Our new FTTP service was provisioned on Thursday 24th April and our VM Services were disconnected at that point. I've checked my account status online, only to find that I've been billed a full month (at @ £198) for services I can no longer use that cover the period 22nd April to 21st May. Payment will apparently be taken on the 13th May. Is this correct as I believed that because the bill is paid in advance each month, that I would be required to pay a pro-rata amount to cover the start of the new billing period up to and including the 24th April (2 days essentially), but not anything beyond that date. Am I misunderstanding the process here? I am still in possession of the VM equipment as the return box hasn't arrived yet. Could this be a reason why I've been billed a month in advance for services I clearly won't be able to use? Regards, JasonBOne touch switch - double billing
Hello all, I switched from BT to Virgin using the one touch switch service, with the switch apparently completing in early March. I moved as scheduled, but BT is still billing me. They say Virgin initiated a switch but Virgin hasn't completed the action on their side. However Virgin say that BT is misleading me and that the switch completed on the planned date. Now, it's a Catch 22 situation - BT won't cancel my service until Virgin complete the switch, but Virgin says it's all done. I can't get any further forward and I'm being billed for both. Virgin will refund the difference but I can't get BT to cancel. Please help? ThanksOvercharged again third month running
After a terrible start to a renewal online offer that was only resolved by the intervention of a forum representative, I have been over charged again this month, this is despite contacting virgin media last month, recieving an apology and them acknowledging I had been incorrectly overcharged and receiving assurance that it would be resolved this month. I have the screenshots of the conversation to support this and happy to provide them. I would like to raise a formal complaint regarding this, would like someone to actually resolve this and intend to take this to the ombudsman now as I have been left with no other option. A terrible experience throughout and I am being overcharged every month.VM continuing to bill our account months after we have changed provider !
In Nov-24 we opted to change broadband provider from Virgin media. We followed the advised steps for changing provider and received acknowledgement from Virgin that our change has been logged. However, Virgin has continued to bill our account each month. We logged multiple complaints via all the suggested channels and even received a letter from VM acknowledging we had changed provider. However, they continue to bill our account. While we have halted the direct debits - we would like a) to receive a refund and b) stop the continued requests for payment. Given the time elapsed (i.e. 8 weeks from the first complaint) we are seeking to escalate this to the Alternative Dispute Resolution Scheme. Has anyone experienced a similar situation and found an effective way to resolve? Many thanks
