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?
Telephone issue
I currently have two telephone numbers, with both phones plugged into my Hub. My TV package ends soon, so I contacted VM via chat to get options. The package I was offered supposedly contained everything I have currently but on checking I noticed that "+1 Additional Line" was missing. When I queried this with the agent I was told that I could not have two lines. Even when I explained I already had two, and gave the phone numbers, I was still told I couldn't have two numbers at renewal. This is the copy-and-paste from the transcript: "the additional landline was proffitable for us only as you would be paying to us, but as we have no further availability, so we are unable to provide the services further. Otherwise, why I would not get you the addon service when you are paying for it." Can anyone explain why I supposedly cannot have something that I already have? Thanks.A Positive Renewal Experience
Based on my last renewal experience 18 months ago - which was horrendous and horror stories on other Community posts it was with a great deal of trepidation that I got ready yesterday for another long drawn out battle to get a good deal! I have Broadband(M500 Volt)/Tv(Mega plus TNT Sports - basically the works!) I was currently paying £86.80 next month it was going to go up to £212.89!! I decided to ring retentions and if not happy with outcome ask to be put through to cancellations. Rang at 8am went through security checks and was put through to an agent - John based in the UK - result straight away! Had a very positive and friendly chat with John and was offered the exact same package for . . . . . . . £73! yes £73! Some would say I should have still gone to cancellations and maybe got an even better deal! I was more than happy with the deal I got and with my overall experience chatting to John. Whole process took 30mins! Virgin quite rightly get a lot of negative criticism on here but my experience this time was an extremely positive one. Good tip - do your homework prior to calling and get quotes from other providers on this occasion Virgin won the day - Thanks John !! 😃 of trepidation that I attempted to negotiate my TV&Broadband contract yesterday.Account Recovery
Hi, I have been trying to recover my Virgin Media account as I cannot find the email and password that I used to create it. I have tried using the "Forgotten Email" link but when I do this and provide the Surname, Account Number and Area Code from my most recent bill I get an email of "x****x@virginmedia.com" (obviously the x's are filled in with other characters). When I then try to log in using what I believe that email address to be (any some other variations as well) I get an "Email not recognised" error. Given that I have forgotten the email and password I used to create my account it is not much use to not give me the email I used to create the account, or alternatively email me the address to my the email used to send me monthly billing messages (which is a different email address). I have tried calling the 0345 number but I am unable to get past the automated menu without providing characters from my memorable word which I also cannot remember but believe that I can access this from my online account. Can someone please help me recover my account as I have queries regarding my package and my latest bills and I cannot do anything without recovering my account and determining what my memorable word is!! Thanks in advance, please help!!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!Online Renewal Contract
Hi, My contract was up for renewal, so using the MyVirginMedia app I accepted a renewal deal and received email confirmation with the Contract Information Sheet. I spoke to someone earlier today as I was told my account was not showing the update and he said that, as he was unable to match the deal offered online, I just needed to wait 14 days for it to appear. I then received an email this evening saying 'We'd like to talk to you as it appears that some information that we need to process your order was missing'. So I called again and the lady told me she was unable to match the online offer so she would transfer me to another team who would be able to help. Whilst on hold the call was ended by the team before I could speak to someone. Please can someone contact me urgently to resolve this issue and ensure my deal is activated. Thanks, ShannonContract date not changed when moving
I took out a virgin media contract in September 2024, and moved house over the summer keeping Virgin as my phone and broadband supplier, and not changing my plan. Having checked online, my contract says "duration 18 months" but with a start date from my move, rather than the original start date. Unfortunately I will want to move away from Virgin when my contract comes to an end due to steadily rising costs I have been unable to negotiate down. Do I need to do anything now to ensure that my contract is ending in March 2026 as intended?