2 month delayed install following move, but no refund on bills and reset contract length...
Straightforward really. VM gave me a confirmed install date in early August (house move). Eventually installed at the end of September. Have just receieved first bill...for full amount and with a 'new contract' date. Was expecting £6.24 delay compensation x 55 days, and also expecting my existing contract to be maintained rather than being re-tied in to a new one. Am more than slightly disgruntled. Best course of next steps? So much for automatic compensation scheme...feels a bit devious tbhAccepted renewal offer online 2 weeks ago, no sign of it in account & no contract received.
Hi, I accepted an online offer on the 29/09/25. I received 2 emails, one with an order reference number, and another with two pre contract documents. There's been nothing since. I checked the account to see if there has been any progress and nothing. We have actually just had a bill generated with the higher cost of our old contract. The contract is due to run out in the coming days. I hoped the online process was going to be a lot easier, and I was happy with what I've been offered, but now I'm stressed. Can any of the Forum Team help me?No confirmation email of contract nor delivery date
I signed up for virgin media and received an email with with a summary of my order, an estimated delivery date of the 11/10/25, and a statement saying I would get a confirmation email with my official contract and actual delivery date. I have since received nothing from virgin media, and the estimated delivery date was not correct. Help?Big trouble with contract renewal & current bill
I have a contract with Virgin paying £43 per month with my contract due to end soon but I renewed my contract on the website and got a confirmation email on the 7th of this month for £43.16 per month. The problem is, when I view my current bill due on the 22nd of this month, it has shot up to £113.95 with no explanation. I know the contract renewal can take a few days to kick in but I can't understand what is going on with my current bill, it does not make any sense to me? Is there anyone here from Virgin who can assist me? Thanks so much, AshNew contract set up without my consent after moving house
I moved from a flat into a house and virgin media cut me off early due to the new tenant enquiring about getting Virgin Media in the same flat. That issue was sorted about a reconnection, and I thought that would be all done. In the process of trying to get reconnected, I must have given my new address to someone at VM because unbeknownst to me, a new account has been set up in my name at my new address. I have explicitly stated that I would not be taking Virgin Media with me to my new address, and have correspondence saved to prove this, so I was shocked when I have received a bill for £122.29 for a new account in August. I can't access this new account, as my email is only associated with my old account, which I have paid the final bill for. Who can get this issue rectified as I will not be paying the £122.29 I have received a bill for as I never asked for the services, have not received the services, and explicitly stated that I did not want the services. I have cancelled the direct debit to VM as I am sure that any money taken in eror would not be returned.Contract confusion
I had a notification at the end of August telling me that my contract was expiring and informing my prices would increase. I then went through the process of choosing a new contract, signing it and getting all the confirmation & contract details through saying that my next payment would be £66 and then after that it would be £0.83, then every month thereafter it would be £33.95. So you can imagine my surprise when I open my emails telling me my next bill would be £70!! On my account online it tells me my contract has expired and offers me a new package for £36.89, but I already agreed to a contract. Where do these numbers come from? Is there a random number generator that offers up these numbers until the customer agrees they're happy? I have been trying to call customer services but none of the options help me with the above and every time I try to connect to speak to a person the call is cut off. This is ridiculous! I'm so frustrated, Virgin Media is a great provider, but their customer service stinks. It shouldn't be this difficult!Complaint Closed Without Resolution or Follow-Up
I’m very disappointed with how my recent complaint was handled. When I signed up for my service, the information provided by the representative was completely different from what Virgin Media is now claiming. I raised a formal complaint (C-0610255977), but it was closed without any resolution or agreement, and I haven’t received any follow-up or explanation since then. I would really appreciate if someone from the team could review this case properly and get back to me with an update.
