Impossible to get a refund
I have been waiting on a refund for an early termination of contract charge since July. I sent my new proof of address that Virgin don’t serve my new area in time, but they still took the money. I have been promised multiple times since then that I would be refunded via cheque or bank transfer, I wait the amount of days they say it will take, and the money/ cheque never comes. When I phone again the customer service person agrees with me that I’m owed the money but can’t explain to me why it never comes through. I am at my complete wits end.Help! How to make a complaint?
I have tried to make a complaint as I have asked for my home phone number to be ported from a closed virgin account to my new virgin account - the number has not been reissued and I was not told this was not possible when I opened the new account or the 3 times I have called to ask for this to happen. When I tried to raise a complaint on 31/10/25 I did not get a reference number (as below) and it is not showing in my cases. So how do I mnake a complaint as whenever I call I just get told a new request to port the number will be made??
Waiting for call from management after a complaint. How long is it likely to be?!
Sorry but this is long! A month ago, I told Virgin I was moving house through the messaging system on their website. I requested to see if there was a better deal than my current package as I had been on it since 2014. What I expected to be a quick chat, turned into over 2 hours - they said they were experiencing technical difficulties. The operator told me there were 3 options that were better and then told me option 3 was best which was for volt with an O2 sim. She told me the broadband was better, (I believed it was M500 which can be boosted), free Netflix with adds, and I thought my tv would be at least the same or better. I am usually a cautious person and so asked many questions and felt her increasing, persuasion to accept option 3. E.g. ‘so, shall we go with option 3?’ My chat messed up and was keeping previous chats so it became very hard to get the correct points across. I was worried to come off the messaging as I would potentially have to go back through it all and with the pressure of moving house, accepted. However, it turns out she put me on Volt 350 and mix it tv which is worse than my original package. We have lost loads of channels. I am out of the cooling off period but called today and spoke to retentions as I feel they have messed up (been a customer for years). They offered me different packages at higher costs. I just wanted the package I had been told I was getting at the price I was quoted and that I had accepted. It has been sent as a complaint where I now need to wait for management to call me which can be 7-10 days whilst putting up with the pathetic number of tv channels and recordings we can’t watch. I was told it would be over £1000 to cancel the contract should I go to another provider. Awful- especially as they messed up originally. So, how long have others had to wait for call from the team please?4 Complaints, Several Calls - No One is Able to Help?
I was dissastified with my service as moved around the home and the WiFi from the router is asbysmal. VM do not offer a WiFi 7 router whereas EE and Voda do - so I wanted to cancel and switch since I've got WiFi 7 devices. I spoke to someone for over 35 minutes who registered a complaint and said if I stayed, they could send out a Booster Pod - I considered this and accepted. Nothing came even though I was told a Yodel email would confirm tracking. I called again, over 40 minutes, someone said it had never been ordered and she will order it. More time wasted, the call cuts out after over 40 minutes, no call back. I ring again, a UK based agent was even less helpful, another 25 minutes on the phone and all she could say is there is a note on the system to say one was ordered. I asked, can she see it being ordered and got told no - there is only a note. Told to wait a few hours for a Yodel confirmation. Nothing came. I called again today, over 15 minutes on the phone just for someone to say it hadn't been ordered correctly and that he was going to do it and I will get a confirmation within a few minutes. Guess what? Nothing. 4 Phone Calls and Complaints - and Virgin Media Customer Services cannot seem to order and send out a promised WiFi Booster Pod?Worst Customer Service
I have been trying to sort out my account for over 3 months and have never had such a debacle. Had 2 different contracts, spoke to numerous employees and still can't resolve basics. Thought I had it all sorted last month with another new contract but yet again Virgin promised much but delivered nothing. Spent over 2 hours on the phone that time and now just spent 40 mins then I got passed to my 3rd agent who promptly cut me off deliberately. Has anyone else ever dealt with such a poor organisation who are completely inept? So, infuriating when the staff employees cannot read previous notes or don't listen to you? Then pass you onto another agent where you have to keep on repeating yourself endlessly. Anyone from Virgin got the courtesy to try and sort this out? Rather than on of your Employees who said best thing to do was leave, I am starting to think I should have followed his advice.Cant Downgrade, cancel or do anything
I've been with Virgin Media for many years now, but for the last 2-3 years or so I've had some financial difficulties and have requested MANY times for virgin media to downgrade my services so that I can continue paying for it without any issues, but they somehow get away with increasing the amount of stuff I get and ultimately having to pay the same amount making it out like 'I'm saving so much with these added discounts', I've been paying almost £100 a month for a while now for services I hardly use at all (I only use the internet, something I tell them every single time), I've tried removing the phone and TV packages MULTIPLE times and they make it out like its some impossible task, how crazy is it to just want to pay for internet? I cant even leave because of the insane cancellation fee. I didn't leave before because there was no other high speed ISP in my area at the time, and also getting stuck in new 18 month contracts every time I try to reduce my package which usually amounts to maybe £10-15 less only for it to increase again in April or whatever the usual date is. There's even been times when they've broken their word promising IN WRITING that there wouldn't be any price increases only for there to be a price increase 2 months later, and when I complained about it WITH EVIDENCE, no one did anything at all, and it eventually got stuck in an automated email loop not going anywhere. I'm at my whit's end with virgin and they cant convince me they can resolve anything at all (Because they haven't), I've spent years paying a fortune on a service I hardly use, they haven't done a thing I've actually asked for, I can barely make my monthly payments and I cant afford to pay the cancellation fees. I don't have it in me to speak to them anymore, everyone I speak to seems to have their own solution EXCEPT the one I ask for, is it really THAT hard to just pay for internet.New customer - acc not linking to VM app
I placed an order for TV and broadband on 29/10/25. Unfortunately VM didn’t add a phone line therefore this required me having to cancel and redoing the whole order! The issue is that my account isn’t showing my correct order. It’s displaying the first order, which has already been cancelled. I’ve spoken to customer services but they don’t seem to know what to do? Can someone please help me? I’m losing hope. Why is everything so complicated? At this point, I’m considering cancelling everything and sticking with my current provider. I’ve been on the phone nonstop for the last three days!
