Billing issue and disconnection
I am being horrendously overcharged and every month I am being disconnected because I can’t afford to pay the full amount at that time. I am entitled to social tariff because I have been on Universal Credit for 6 years but when I previously enquired about this, I was told my usage was too high and the social tariff wouldn’t be sufficient. My bill used to be £35, increasing to about £50, then £86 and now £94. I live alone and don’t work. I use broadband for my Alexa dot and daily internet use and firestick less frequently. I never stream anything, I’m not into gaming, never use virgin tv and my landline phone is broken so haven’t used that in years. My package is a big bundle with M360 broadband which seems excessive. I can’t afford my payments which is evident by the fact I am literally disconnected every month until I can afford to pay the minimum amount to restart my services. i have severe mental health issues and when my services are disconnected, I sit here, living in complete silence and music is my lifeline, aswell as needing to use the internet for browsing and essential emails. I am disgusted how I have been treated and it is impossible to ever speak to anyone English, and when there is a payment issue, I am not even allowed to speak to a different department until the deficit is cleared with the payment team. I basically want to know what my usage is and speed etc is suitable to my needs. finally, I have never received a new contract for each new financial year, although my account says that I am in contract. Virgin media is literally ruining my life, which is already extremely difficult and I feel that Virgin have stolen money by not offering me the social tariff when I first requested it. It’s disgusting that Virgin are happy to keep charging me a fortune every month when they can see I am obviously struggling to pay, and they just continue to increase the monthly amount. Also, even when I have cleared the full amount owing on my bill, there continues to be a rolling deficit amount which doesn’t make sense when I have made a payment for the full balance owing. I also then have to pay for higher monthly payment on my phone to be able to at least access Internet. [mod - title edited for clarity]Promise to pay - still suspended acct
Posted last week saying I had been diagnosed with pre cancerous cells of the uterus and needed broadband due to extremely limited phone signal in my flat. Arranged a promise to pay on here. What happens at 1am? Virgin still suspends my service. I cannot wait to leave this company for Sky. I was originally open to cancelling the switch until I was out of contract but now I am absolutely done with you as a company. I truly hope you go bankrupt.bad experience of customer service
I'm writing to express my frustration regarding the poor customer service I've experienced not only over the past few days but also consistently over the last couple of years. Each Time I've contacted customer service to speak with a manager about on-going issues, I'm told that no managers are available. Frankly, this seems very unlikely and quite unacceptable. At present, we've had no internet or TV services for the past three days. An Engineer visited and confirmed the issue requires the Networking Team to repull a cable. He also stated this should be a straightforward fix - the cable simply needs to be attached to the wall, with no roadworks required. This is a brand new cable that has been broken and has only lasted 11 months. However, I've now been told we'll need to wait until the 29th for this issue to be resolved. Frankly, that is incredibly disappointing and deeply frustrating, being without service for two weeks is not something we can manage- this isn't just an inconvenience, its a major disruption to our daily lives. To add to this, the engineer has apparently attended site and nobody answered. However I have been in the house all day waiting for the Engineer. I have two children, and one of them has special needs. We rely on a stable internet connection to maintain her strict routine and access essential support services that help her manage day-to-day. Without it, we're left struggling- this situation is placing unnecessary stress on our family and affecting her well-being. I would appreciate it if this matter could be escalated and resolved as soon as possible please.BPO Debt Letter
Hi, Making this post on behalf of the affected. They received a package from Virgin Media containing a router that they did not order a couple of months ago. The postcode and name were correct - but they have never had an account with Virgin Media. They got in contact with support via the phone, were not required to provide an account number or anything, and were told they could return it to a store or dispose of it. A month later they have received a debt collection letter from BPO. I cannot understand how they've accrued a debt for an account thet didn't make, for an item they didn't ask for. Phoning VM has not gotten anywhere and I'm thinking it easier to go to the ombudsman at this point.Health issues - absolutely vile customer service agent
Hello I have just placed a switch to Sky Broadband due to the absolutely vile customer service agent I have had the misfortune of engaging with. I am in treatment for pre-cancerous cells of the uterus. My bill is overdue and I am paid at the start of the month. I called to enquire as to what I would need to pay in order to keep my services online until I am paid at the start of May, as my priorities have been elsewhere, and was greeted with a customer service agent who was hostile from the off. This was after I had to go around the houses on 5 separate calls as VM make it impossible to just speak to a human being. Your security screening is asinine - is it that difficult to just ask for a DOB like 95% of other companies? When I told your agent due to her attitude that I did not want to speak to her about my health issues and disclosed them, she ignored it and continued to be hostile. I do not think I am special due to the C word. I have looked at your forum and this appears to be a repeated theme for anyone with any kind of vulnerability - I have noted in very recent history a person having issues over homelessness and another experiencing issues with a very elderly parent. You are an absolutely wretched company that would clearly like to simply ride on the back of an established name but ensure it is impossible for any customer to contact you. In this case you should simply establish yourself as an online only service as that is clearly the avenue you wish to pursue. I would rather roll the die and take my chances on speaking to a UK based human at Sky. It is worth the early termination fees. In any case, it was pointless attempting to explain to this useless individual that suspending my services meant that I would be unreachable to medical contact. I have no mobile phone signal in my flat and rely on WiFi calling. The mobile phone provider means nothing. My flat is a conversion of a 200 year old building. The agent instead took great pleasure in, when again being reminded of my health status, that I was being "warned" for swearing once in the context of speaking (ie not AT her). Because again, what is more important is to become argumentative and not follow the slightest context clue. This I presume is rather easy when you have the attitude of someone who clearly despises their job. Or are just not very intelligent. She took great pleasure in being able to disconnect the call when I was asking when I would be called back the next day - again, when asking due to the nature of medical concerns. At every stage of the call - and I do mean from the point of her answering - I was clearly a nuisance. If she hates her job that much then get another one. If I appear hostile it is because I do not think I have ever had the misfortune of speaking to such a truly unlikeable human being in a customer service role. I have worked in a call centre many moons ago. I have dealt with very challenging people and I have dealt with straight up abusive callers. I have not, however, ever encountered a person who thinks it is normal business practice to become verbally abusive to a customer who discloses serious health issues then hang up on them. I knew it was a mistake to continue my service with VM after my landlord released the contract and bitterly regretted the decision instantly. You are a shell of the company you once were.Complaint: credit of £89.99 not showing
Hi, I logged a complaint a few weeks ago about the horrendous experience I had setting up my new Virgin Media order and it was agreed that a credit of £89.99 would be added to my next bill statement (I have the reference number). I've had my bill statement for this month and it's not showing the £89.99 credit which was agreed - please can someone look into this for me? I have also noticed that the payment for last month wasn't taken however I don't understand why this has happened as I did set up my direct debit when I put the order through and now I'm also being charged a £7.50 late payment charge. This must also be an error from the issues I experienced in handling my order which was what the complaint was about. Please could you also look to have the £7.50 late payment charge removed as this shouldn't have happened. Many Thanks RebeccaMoved home, account shows as closed
I have moved home and my broadband was supposed to be available at my new home today. It isn’t and I haven’t been able to speak to anyone at Virgin who can help me. Logging onto my account shows my old address and a closed account. I need internet so I can work. Not impressed with the service provided.Duct in the road damaged/blocked
We were meant to have Virgin installed 16th April, however, they were not able to get the fibre to our house. I have tried web chat, they say they can't find our account. WhatsApp just doesn't respond, and when I call, I just get sent round in circles. I can't even submit a complaint, and the page just continuously loads. Our BT contract has been cancelled, so we are just using data. Any chance I could get some assistance?Broadband installation delayed for 4 months, what do we do?!
Hello, My broadband installation has been delayed by Virgin Media for 4 months. They initially said the delay was because they needed permits from the council to dig the pavement to lay the cabling. But 3 months ago they said the permits were approved. Now they can't give me a clear reason as to why the works are delayed but also will not give me a timeframe as to when the installation will take place. Every time the install date is due to happen, I get an email stating it has been delayed by a month. It has now been 4 months since my initial install date was booked. I've made several complaints but nothing ever changes. I no longer know what to do, should I cancel Virgin Media? Can I still get compensation for such a long delay even if I leave? Will Virgin ever actually complete the installation if I continue to wait?Absolutely apalling customer service that's made me want to cancel my plan.
I've been using Virgin for 9 months, and the whole time they haven't been great. My WiFi is incredibly unreliable and constantly loses connection. However, I stuck with my plan as me and my housemates are only students and believed we couldn't reasonably afford anything better, and didn't want to deal with the hassle of cancelling and finding something new. Today I receieved an email telling me I had an outstanding balance in my account. This was 5 days after my bill (newly increased in price, may I add) had left by bank account via direct debit, and I could see the transaction in my banking app. Naturally I was confused and didn't want any late fees or restrictions, so I tried to log into my account for further answers. However, I'd forgotten my password and the password reset email refused to be sent to my inbox, no matter how long I waited or how many times I tried, so I called the customer service line provided. Unfortunately, instead of being transferred to a real human being, I had to deal with an automated voice. This was an absolutely abysmal experience, way worse than any other automated customer service line I've called before. Not only did none of the options pertain to what I was asking, the automated voice refused to transfer me to a real human until I could provide my password, which I kept explaining I couldn't do. The continued repeats of "please state your password" no matter how many times I tried to make it go back or change tactic were infuriating. I had to call three seperate times, twice asking specifically about changing my password, and the third I gave up and simply talked about the error in my balance. When I called regarding my balance, it gave me a solution completely unrelated to my issue, and then hung up on me. Not to mention each time I called it sent me a bunch of texts begging me to download their app and log in to my account. Eventually I had to give up on their phone line as it was getting nowhere and tried their chat system on their website. I had to again deal with automated answers trying to figure out what I was saying before I was finally connected to a real human. One person I was connected to never answered me when I asked them a question and I had to disconnect, and after going through three individuals I was eventually told that I couldn't log in because they were having issues with their website, and the outstanding balance was an error and the email was just "a reminder" (despire it coming 5 days after I'd paid the bill and specifically saying the words "you have an outstanding balance on your account"). This experience left me incredibly drained and frustrated. Once me and my housemates have moved out of this house I know I will be cancelling my plan immediately and telling everyone I know not to use Virgin. I already had an unfavourable opinion of them due to their terrible broadband service, but their abysmal customer service is the nail in the coffin. In fact, the only reason I'm writing this here is because they don't have a customer service email I can send this to. (Seriously? How am I supposed to talk to a real human at this company when your phone line is automated and refuses to connect me to a human, and the people in your online chat service ignore my questions.) Sorry, Virgin, but I won't be paying your fee hikes anymore if this is what they get me.
