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!)Disconnected Early and Massive Billing Increase with Home Move
I arranged a home move with the service/connection due on 29 December 2025, but today (28 December 2025) my broadband has already been disconnected, leaving me without internet to organise the remainder of my moving logistics the day before the scheduled move date. On top of that, I’ve just noticed my new contract monthly charge is much higher (£31.99 to £72 monthly for M500) than my previous monthly price despite no changes to my package and insisting to remain on the same service over the phone (despite upsells). I wasn’t expecting this, and I’d appreciate a clear explanation of what changed, and confirmation of the correct ongoing price. Can a VM team member please advise: Why the service was disconnected early (before the move date) How to get service restored immediately / ensure the move goes live on 29 Dec as planned How billing/credits are handled for downtime Why the monthly charge has increased so significantly I can share my account details privately via PM to a moderator.Junction cabinet in my hedge
Virgin Media applied to the local highways agency to replace a 85cm high cabinet on the highway outside my house in 2023. They actually put a replacement 1.2m high by 1.2m wide cabinet in my hedge, next to my drive. Earlier this year they dug up my hedge looking for cables under the cabinet and the hedge is now wrecked. I can’t replace it with a fence because the cabinet is in the way. I’ve tried complaining but four months later I’m just being fobbed off with excuses or promised callbacks which don’t materialise. I want to escalate the complaint but am not sure where to go. Is it Ofcom or the Communications Ombudsman?Cannot reset password
I can’t change my password nor have a passkey. Rang Virgin they said they would put a ticket into the IT desk and would take 2-5 business days. Not heard anything and still can’t reset. Don’t have a recovery code. When I rang the line was so bad and I couldn’t understand the person for most of phone call. My package is due for a renewal soon, considering not renewing due to the terrible service. HOW CAN I RESET MY PASSWORD THAT SHOULD BE A SIMPLE TASK!Account not found when trying to log in
I enter my details into the My Virgin Media app as they appear on my bill when trying to log in, and it tells me that this account does not exist. After looking on these forums its obvious that this is not a unique problem, and I really need this resolved soon as I need to check if there is any outstanding payments that need to be made ASAP. Could do with getting in contact with a staff member soon as this is giving me a lot of grief.