Home Move - Virgin Media signed me up to a new contract without my consent
Bit miffed as today I found out VM have signed me up to a new contract without my consent when I moved the existing service to a new house. I’ve been reading several similar threads on this website and sadly it looks like there are lots of people that have had this happen to them over the past few years. I submitted a request on the 17th Dec via the website to move my existing service to a new property. I originally took out my contract on 8th Nov 2024 for a duration of 18 months, meaning my contract is supposed to end on the 7th May 2026. I also called and spoke to customer services on 18th Dec to confirm the contract end date, which was confirmed as 7th May 2026 and declined to start a new contract. My old property was disconnected on 21st Dec 2025 and new one up and running on 22nd Dec 2025. I did not change my package, just the address. Today I discovered that VM have started a new 18-month contract at my new address, paying a lot more than I would have ever agreed after the promotional period is over (in May 2026). All of this was done without my consent!! I called the customer services and was then transferred to the home movers line, only to be told I need to pay a disconnection fee of over £1000 because VM put me on a new contract without my consent. The lady I spoke to, although polite, was absolutely useless and sadly I have no faith that she will resolve this for me. Seeing as various people have had this exact same problem, I thought it would be worth a shot to reach out via here for assistance. All I want is for VM to honour my initial contract, which should be expiring in May 2026. Thanks in advance, VictoriaCan't log into My VM - "Oops, looks like something's gone wrong on our side. Please try again"
It's been three months since my broadband was set up but I still can't log into my virgin media account, no matter what computer, browser or mobile I use I get the error message "Oops, looks like something's gone wrong on our side. Please try again" I have called up virgin media support team about 10 times with three different support tickets raised and each time they said they would call me back, which they have failed to do every single time. Does anyone have a solution to this problem?Connection time-outs every now and then
Hello, My connection is getting annoying time-outs. For several years my connection was stable, but since 4-6 weeks the connection cuts off for 5-60 seconds every 5-90 minutes. Quite random, as you can see. Hub 3 I did all sorts of reboots, resets, cable checks, modem placements and anything I can think of. Happens on all devices at the same time. It goes on like that. The graph doesn't really paint the full picture. I don't notice the yellow spikes, but the red spikes should be 100%. This here is more accurate. Fine most of the time, but then random time-out. Power levels: ~+2 to +3.5 dBmV across all channels. Fine. SNR / MER: ~38–41 dB. Also fine. Post-RS errors are non-zero and fairly high on all channels. Not fine. The network log has it's fair share of Timing Synchronization failure and RCS Partial Service. Sounds like a bad splitter (I don't have one), bad cabling or a return-path issue only Virgin can fix. The outside of the house looks like this, openly at the street (quality work): What do?Netflix removed after contract renewal
I have just had a call from VMO2 regarding renewing my contract, I was happy with my price and I confirmed by asking that all my services would stay the same as my current contract. The caller confirmed this was the case, so I agreed to proceed. not 5 minutes later I get an email from Netflix and virgin media saying that my Netflix had been suspended due to removal of my payment method. And it appears Netflix has been removed from my account. How do I get this back as online chat seem none the wiser. Feel annoyed that it appears to be a mistake from the rep or that i was lied to.TNT misery
So I signed up for a TNT sports Black Friday deal advertised in my VM App. The deal was £5 a month for the first three months then £25 thereafter. I quickly received an email confirming the sign up and listing TNT as an added channel. However, the channel was not activated and when I got in touch about this the agent said there was no such deal as it was for new customers only. It didn’t say this in the marketing or during sign up. ‘But you sent me an email confirming my subscription’, I said. The agent said they had no record of this!! After three hours of persistence they eventually agreed there had been an error, so as an apology said they would give me TNT free for three months and then charge £25 after that. Ok I said. BUT! My latest bill not only shows a £25 charge for the first month of ‘free’ TNT but also a £5 charge for the 3 month Black Friday deal that was never activated. So they’ve charged me £5 for something that never happened and they then lied about offering me £25 off for the first three months. However I do have screenshots of their false promises. Don’t trust their marketing nor their customer service agents. Scammers. In the meantime I’ll be cancelling TNT and then my main contract when that’s expired. Been with NTL then Virgin for over 25 years.Credit not being applied to account
I'm not sure if this is the best place to get this resolved, but I'm having trouble getting promised credit applied to my account without being brushed off by Virgin Customer Services. About two weeks before my contract was up for renewal I was offered (after quite a lot of hard selling by the Virgin accounts team calling me every day) a new broadband contract at £43 a month. As I had two weeks before my contract ended, I waited until nearer the renewal date to confirm I was accepting this offer. When the time came to actually arrange this contract I was told that the £43 price no longer applied, despite me having the contract documents already emailed to me. The new contract sent to me was now £57 a month. After a fair amount of back and forth and a lot of time on the webchat, I was told that the price of £43 a month could be matched, but would be applied as credit to the new contract. Having signed this contract, after a few months it became clear that the credit was not being applied. I contacted Customer Services, and again after quite a lot of time and webchat exchanges, I was assured that the credit would be applied. Now having just received my latest bill, again the credit has not been applied. I've emailed Customer Services to raise this issue, only to be told that there's no evidence of me accepting the £43pm contract- despite me having the contract emailed to me, and transcripts of the subsequent webchats of the fiddling about to get the price back to what it should be. I'd really like this resolved to the correct price, as in the current situation I definitely feel like I've been missold on the existing contract due to assurances on credit given to me. Again, I'd really rather not do this in the public forum but it does seem to be a much more efficient way of getting Virgin Media to actually do anything since Customer Services seem to be a bit ineffective.
A Decision from the Ombudsman
So after months and months from the introduction of the shambolic VM/O2 login which locked me totally out of my account settings for nearly twelve weeks, the Ombudsman has upheld my case, awarding a compensation payment from VM. When you prepare your case you have to fill in the section that asks you what in your view would be a satisfactory agreement to finalise the issue. Whilst the Ombudsman was reflecting on my suggestion of a public execution of a random ten senior managers, VM in the meantime countered with a legal loophole citing some obscure regulation that this was not within the contractual terms and conditions… even for senior VM managers. (Maybe ten was too many?! Perhaps 5 would have been accepted?!) Oh well! (PS … my compensation payment has now all gone to Cats Protection… and for anyone out there with an issue… look to the Ombudsman… It takes time, but it can be done!)
