Engineer Failed to turn up
I signed up to virgin broadband in November 2025. We were told we needed the external work to go through our back garden, so we would need to wait in for the engineer appointment to run the cable through our garden to the cabinet down the street. However, the engineer has failed to turn up on 3 different occasions (today being one of them), with absolutely no communication. I have waited in all day with the kids and have been unable to leave the house and still no one turns up. Then when I contact virgin to try and rearrange the appointment, it’s another 2-3 week wait. It is January now and we have been without broadband for 3 months, as our old provider disconnected us, when we made to switch, which is totally unacceptable and we’re totally fed up now. Absolutely terrible service from Virgin. All you do is rearrange our appointment, over and over again, but nothing happens. I have lost all faith in your company and I have zero confidence that an engineer will ever actually turn up. Can anyone recommend a more reliable provider, who will actually turn up? I work from home, so I rely on the internet. I also have an autistic son, who needs his tablet to help him communicate and regulate.Returned equipment
Hi everyone! As you can probably tell from my posts, I’m a bit of a worrier to say the least! So I’m hoping it’s nothing and I’m stressing for no reason. I left virgin in December, as soon as I received my return packaging within a few days I sent my equipment off (over 7 days ago now). I’ve received a message saying if they don’t receive it by the 18th I’ll be charged. Now that’s only 6 days away now - do you know why they might not have received my kit yet? Do you think it will still get to them in time? The only thing I could possible think of is that delivery has been delayed due to bad weather - but I’m hoping it’s me being silly! I just really could do with not being charged! What do you think? Am I being silly??? TYIADisconnected Despite Renewing
Long story short, i handed in my cancelation in line with the 30 days notice at the start of December 2025. My last day would be 11th January. I received an offer to renew through email on 22nd December of which i accepted. Nothing updated on my system. Over the next 2 weeks i rang Virgin 3 times and spoke to 3 different people who all reassured me my connection will not disconnect and the new contract will take over. Fast forward to today, 12th of January 2026 and my services are off. I have phoned virgin this morning asking what had happened. I told them i called 3 times over the last 2 weeks to make sure this does not happen as i work from home and so does my wife so the broadband is required! (I have full tv / broadband /phoneline etc). They managed to reactivate this however this can now take 24-48 hours for everything to be back up and running. We have been unable to work due to this. It will reactivate at our normal contract price. They have said once it is back up and running give it 24 hours and call us back and we can honour your renewal. Has anyone else had such an issue and how long was it till your services were restored and contract updated? Any help would he appreciated. I am stressed because if is not back on in time i wont be able to work tomorrow eitherLeaving Virgin Broadband & TV seems so hard
Morning. Hoping for facts here. We want to cancel our Virgin Broadband and TV Contract when it runs out. And go with another Provider. Checking online people say it is hard to do. As we are Oldies we want the correct way to do it. Without hastle. Our contract runs out 2nd March 2026. Can you advise us please.Overpriced lies
Feed up Constantly being lied to saying can't change package deal and doesn't stock to agreement they offer me being charged and ripped of £54 for just internet 125mspeed before this it has been £45 a month for last few years still refusing to change , and won't offer me there essential broadband package I've. Through I am benefits for rest of life due to health conditions so basically essential broadband is basic and to help people on benefits but yet they won't give to me and been making me pay double for years and now after being reconnected in November and being lied to saying only way can have internet back was to pay a higher amount I haven't got the strength or energy to keep trying to call up and spend 2 hours on phone each time for nothing to happen my new first bill just received is £169 for internet only this is extortionProblems trying to speak to someone about changing package
My current package contract runs out at the end of January and the price hike is crazy. The kit I'm using is also old, so definitely not worth the price. My broadband isn't good enough for my needs either. I've tried to speak to someone about it and it is so difficult. Just trying to use the automated system is impossible. I eventually got through to someone, but I couldn't understand them and they couldn't understand me. I asked to cancel my contract and said I no longer wanted to be a virgin media customer. Why is it everything so difficult? I just wanted to speak to someone to see what was available to me.Homelessness and new address - no fee wave changed
Hello, I am being illegally evicted. I have called Virgin Media about my circumstances to discuss cancelation and fees. The first two people I spoke to were very sympathetic and understood I would be homeless, the second woman confirmed I wouldn't need to pay an early cancellation fee because of my vulnerable circumstances and she passed me on to a final colleague. They then said this wasn't possible and that I'd need to pay the cancellation fee even though my situation was explained and I would have no new address, contradicting what was already said. Then he said I'd actually get £50 off. He said that he would raise me questioning this as a complaint, which it was not it was questioning why I was now being given different treatment and options, and asked me twice to confirm the "complaint" he made up was solved - which it clearly wasn't. He said he would ring again the same day, repeating multiple times I would need to have my phone on me, and no call came to instead dicuss freezing my account for 90 days, even after I said I would be leaving the property that day. No call came. The next working day no call came. I followed up to the email complaint he made up and suddenly I got a call. I'm now told the temporary address I've given will have an additional fee change if I'm moving home, on top of disconnection fees. I'm beside myself, first I was told I would have no cancellation fees as I've been illegally evicted and in a vulnerable position, but now I've been told its either full fees or a freeze and then even more fees by way of a home moving fee and disconnection fee. I was only told about these additional fee prices after agreeing to the freeze - I don't know where I will be then, and the previous options given by different staff 30 seconds prior to being switched to someone new do not apply anymore. Not only is it days before Christmas, I've been illegally evicted, and then lied to by Virgin Media giving me false hope about my situation. Why are vulnerable customers given two different solutions by staff and then given even more fees on top? Is this a situation a joke to Virgin Media? Why waste the little time I have giving a solution and then packpedling with more fees?Virgin did not inform BT of cancellation
I just had to manually cancel my old service with BT because Virgin did not confirm that the switch had been completed. So, I've already paid 3 bills to BT even though I'm now with Virgin. I switch to VM on 14th September 2025 I thought they were part of the One Touch Switch and didn't have to do anything Spoke with BT even they where surprised that nothing had be sent to them about the switch. I tried calling but I keep getting a bot that did not help whatsover.Moving house and Virgin has started a new contract without my consent...
Hello, I have been a loyal and satisfied customer of Virgin Media for a number of years. In July 2025, due to personal circumstances, I planned to move back in with my parents, as a short-term agreement. Knowing this, I called Virgin to cancel my 18 month contract which was due to expire Feb 2026. They explained that the fee to disconnect early was very costly and so they suggested that I suspend the broadband for 3 months whilst I was moving back in with my parents. Their suggestion was that I then cancel prior to the new contract start date (Oct 2025), at which point the disconnection fee would be a lot cheaper. I thought this was a reasonable option so I said yes to going ahead with this (confirmed on July 15th 2025). As it happens, a friend was staying on in the previous tenancy and she offered to continue to pay for the original 18 month contract, due to end in February 2026. This would mean I would no longer pause the broadband contract and then cancel prior to October 2025 and instead just continue on with the 18 month contract and pay monthly as I had been doing in the years I have been a loyal customer to Virgin before. I called Virgin back on July 15th 2025, to say I no longer wanted to go ahead with the plan with moving house that I had discussed earlier that day and instead make no changes to the contract, just continue on until Feb 2026. Nothing about my package was to change, and I certainly had no wish to sign up to a new contract. I received an email with a new contract, but assumed that this had been cancelled, given I had a conversation with customer service later that same day, explaining I no longer wanted to go ahead with this. I discussed this with Virgin Media customer service and this was agreed without issue. At no point during this process was I informed of any changes to the terms of my agreement with Virgin Media, specifically that a new 18-month contract would be generated at the new address. As far as I knew, things would continue as normal, with the original contract, due to expire February 2026. Today, I have contacted Virgin Media after having been notified that there is a missed payment on my account. I was shocked to learn that Virgin Media have created a new 18 month contract on my parent's address, without my knowledge. They have suggested that I owe them £243.50 up to this date and then a further bill of approximately £1000 to 'disconnect' this service early. The purported contract was supposedly sent via email on July 15th 2025, however, given I had called them later that day (15th July) to terminate this contract, I was appalled to find that this had in actuality, not been cancelled as I had believed. This oversight feels misleading and deceitfully designed to lock me into a prolonged agreement without my explicit consent. Additionally. I am shocked to have been informed by the customer service team, that there is no 'validation' as to whether I consented to a new broadband contract or not. Notwithstanding that I have continued to pay in a timely manner for the broadband on the original contract, it is additionally presumptive to assume that one can access broadband at two different addresses with only one router (which has remained at the original address for the entirety of the contract). Nonetheless, Virgin Media expect me to pay out over £1000 for broadband which was set up without my consent, has never been connected for use, nor has it been utilised, particularly given that the router remains at the original contract's address. I am disappointed by the lack of transparency and clear communication regarding this significant change in contract terms, especially from a company that is meant to be a reputable service provider. Had I been informed of the initiation of a new 18-month contract, I would have been in contact far sooner to rectify the error which Virgin Media themselves have made. Furthermore, my attempts to seek clarity and resolution have been met with considerable resistance, involving being passed around various departments. I spoke to one man from Virgin Media, who helpfully agreed with the case I presented to him and informed me having looked at the transcripts from my conversations in July, that he would waive all costs associated with this new contract. He transferred me to the billing department, reassuring me that they would help to waive the costs. However, when I spoke to a customer service assistance in this new department, she informed me that there was 'no evidence' and 'no transcripts' from my conversations and that I would owe the full bill amount. It seems absurd that members of the customer service team cannot come to an agreement with each other, let alone be able to access the same information regarding my case. When I stressed that I didn't agree to anything and that is the issue here, she remarked that there was nothing she could do to help, but to get her manager to call me back another day. I have no doubt these calls were recorded, both in July and today. I have submitted a subject access request, as it seems pertinent given the level of service being provided, as well as the consistent and blatant misuse of customer trust. I stated that I will be disputing this case and will take the matter further - it is unethical, unprofessional and should not be allowed to continue. I look forward to my conversation with the manager from the billings team which I have scheduled for this Wednesday 17th December, however, I have no doubt based on the customer service offered to me up to this point, that this conversation will not bring me any resolution. I have sought legal advice - whilst I am ready and willing to resolve this between myself and Virgin Media, I am prepared to take this matter to the Ombudstman, Ofcom and Trading Standards. In the meantime, the broadband in the address of my original contract has been cut off, which customer service have also failed to resolve. It is not surprising to me to see many others in this position (https://community.virginmedia.com/t5/Managing-Your-Account-Cable/New-contract-without-my-permission-after-house-move/td-p/5388210) New contract set up without my consent after moving house | Virgin Media Community - 5661259 Moving House - Put on new contract without my consent | Virgin Media Community - 5517140 And to see that Virgin has historically been the most complained about telecoms provider this year because of customer service. Any advice on next steps on how I can get this resolved much appreciated. Thanks in advance