No response from homemovers@virginmedia.co.uk
Hi all, I am changing my address to an area where Virgin Media is not available; therefore, I need to cancel my subscription. I sent everything to someone in chat to ensure that the early cancellation fee would be waived, but ten days later, I was billed for it. I called again and was told to contact homemovers@virginmedia.co.uk, and I was reassured that I would receive an answer within 24-48 hours after (re)sending the required documents. Sadly, I received no response. I have now cancelled my direct debit to avoid incurring payments that are not due, but I need to resolve this issue somehow. Can you please help me?Virgin Media Engages in Fraudulent Practices
Dear Virgin Media Customer Relations and the public at large I am writing to let the public know what Virgin Media truly is like before I formally dispute the charges applied to my account following the cancellation of my services on 31 August 2024. I provided the required 30-day notice on 1 August 2024 and settled all outstanding balances with a payment of £147.96 on 5 August 2024. Subsequently, I received invoices dated 3 October and 16 October 2024, totaling £139.05, for services not rendered post-cancellation. Additionally, an unauthorized direct debit attempt of £69.05 was made on 23 September 2024, which I reversed. Despite resolving these issues, I have been informed that my credit report reflects a negative entry due to these disputed charges, adversely affecting my creditworthiness. I request the following actions: Immediate correction of my account to reflect a zero balance. Removal of any negative credit entries reported to credit agencies. Written confirmation of these corrections. If these issues are not resolved within 14 days, I will escalate the matter to the Ofcom and all other regulatory and consider further legal action. I will share details of my account and invoices to prove my allegations once someone at Virgin reaches out to me. I was a customer with Virgin for approximately 3 years and will never deal with them again. Their entire back office is housed with incompetent and fraudulent agents who cannot think beyond what is stated in a script in front of them. Do not be fooled - this is a company that has shiny and jazzy advertising to the public, but it is really run on fraud and deceit. Any customer who wants to cancel their service with Virgin will be subject to their intimidation and fraud, regardless of the money involved. PUBLIC BEWARE: VIRGIN MEDIA IS A FRAUDULENT FIRM MASQUERADING AS A LEGITIMATE ONE.Left and still being charged.
Hi, I have been a customer since the pre-NTLWorld days and now it now no longer fits my needs. I gave VM the required 30 days notice following the contract end date both via one-touch switching with by new provider and via WhatsApp on the 15th February 2025. However nobody from Virgin Media has responded to either notification and have continued to invoice for a service no longer being used. This is causing me untold stress and anxiety for something that should be straightforward by continuing to invoice now at a higher fee as I am out of contract. This was also later followed up by a telephone call to a customer service agent who denied ever receiving notification, yet VM have continued to invoice even following this call. Can someone from VM please pick this up to close my account immediately as should have been done previously, and back dated to the 17th March 2025 the date my account should have been disconnected and finished and credit any overpayments that have accrued. Please also arrange a way for me to return your equipment as this has been disconnected since 17th March 2025. Look forward to this situation being resolved to my satisfaction.One Touch Switch Nightmare
I am trying to leave Virgin as we no longer wanted TV services, and broadband was available cheaper elsewhere. I was reassured by a telephone advisor that it was a straightforward process, and my services with VM would disconnect the same day that installation was completed with my new provider. I initiated the OTS process with my new provider on 22/02, and received an email from VM the same day. The installation date ended up changing from when originally planned (28/02) to 17/03, VM have confirmed they can see this as the completion date. On 17/03 my new services have gone live but no disconnection or contact from VM. I have spent hours this week on the phone and on webchat with VM, with some advisers telling me that they can not disconnect my services as they have not been told of my installation from the new provider, whilst one adviser said she could see this and I’d be disconnected within 24 hours. Obviously this didn’t happen. I have been back in contact with my new provider three times this week, who have each time confirmed the OTS has processed as expected, yet VM continue to tell me they have not received this, and the only ‘help’ I have got is somebody initiating a 30 day notice period, meaning I will be forced to pay for over a month of an unwanted and unused service, when they have known since 22/02 I would be moving, and my new provider confirm VM have known this has been installed since 17/03. I had heard horror stories stories of other peoples OTS experience but naively thought things would be better for me! How wrong was I?! Virgin Media have provided a terrible customer experience from the off and I’d discourage anyone from using OTS with them! Has anyone had similar and can offer any advice? My next step is to contact OFCOMCompletely soulless and uncompassionate provider.
I have to cancel my current contract due to massive life changes including a £700 rent increase and a move within 2 weeks. In all the hassle I’ve set up a new VM contract at my new place and am not trying to cancel the contract for the previous address which is going to cost £700+ in EDF. That’s fine. Even if I’ve fallen on hard times I understand that I’ve signed a contract. But I can’t afford to pay that in all in one go. In fact, with the cost of living crisis I don’t think anyone can. So I’m hoping to pay it off in instalments. I don’t want it waived or even reduced, just some flexibility to pay it off in instalments so I can still eat, be warm, and put fuel in the car. But no. When discussing it with an agent online they say this is not possible. It has to be paid as part of the final bill. I tried to reason with them that this was not something I could afford and just need time and instalments. The agent even said themself that they wouldn’t be able to afford but they had no way but to pay it in a lump sum. I hope all future and current customers of VM understand this: their profits will always trump any form of humanity. Any sort of requests to help you out even a little bit will fall on deaf ears. They are completely lacking in compassion, understanding, and empathy. Shame on you VM.Trying to cancel within 14-day cooling-off period
Hiya, Like many others on this forum, I have not had a great experience trying to cancel my virgin media broadband contract within the 14-day cooling off period. My request to cancel within the 14-day cooling off period was acknowledged to have been received, but they have repeatedly insisted that 30-day notice period still applies, leaving me with a final bill that includes charges for over a month of service, when at most I should be charged for is 11 days as I cancelled 11 days after the activation of the service, which is when the 14-day cooling period starts according to the T&Cs. From what I can tell reading the T&Cs and reading others' experiences on this forum, I'm pretty confident that no 30-day cancellation notice period should apply within the 14-day cooling off period. Is there anything more I can do to convince them of this? If they continue to insist I will ultimately have to take this to the ombudsman. The complaint reference is C-1002254 in case that helpsHelp cancelling renewal.
Please can someone help me? I accepted a renewal offer sent to me via email entitled “same package, new price”. However, I’ve just received the pre-contract documents through and it is missing the second TV box I have currently, missing Netflix standard that I have currently, Disney + is randomly added with a note to say it will be billed as extra each month!?!? Can someone from Virgin Media help correct this please? Either by adding the correct services and removing the incorrect ones, or by helping me to cancel within the 14 day cooling off period?Virgin did not inform TalkTalk of cancellation
I just had to manually cancel my old service with TalkTalk because Virgin did not confirm that the switch had been completed. So, I've already paid 2 bills to TalkTalk even though I'm now with Virgin (and have been since the second week of January) and they've just told me I will pay another one as it takes 30 days to process my cancellation, so I'll also be billed in March. Virgin told them on 20th December that I was switching, so they were aware of it, but to this day still have not confirmed that the switch has been completed. Is this normal? I thought the switch was supposed to make things easy and be handled on Virgin's side. I've now had to pay £132 in TalkTalk bills that shouldn't have been issued.Cancellation period whilst in dispute
Should I cancel my broadband to avoid the cancellation fee whilst in dispute with Virgin Media? My broadband was 161 days late being installed, with 2 missed appointments happening along the way. According to VMs policy I should be due in the region of £1,050 in credit. VM have offered £150 which doesn’t even cover the cost of the replacement broadband I’ve had to get to tide me over. Should I cancel my VM broadband (I still have broadband from my other supplier) whilst still in the 14 day period or leave it going whilst the dispute plays out? I'm currently waiting on my information request to be fulfilled so I can take it to OFCOM