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.
Contract renewal link faulty
I'm trying to renew my contract via a link texted to me today, but get the 'oops' error message that the page doesn't exist. It seems to be a common issue on this forum. I have no intention of renewing at full price - who am I best to contact to arrange the discount offered?Netflix included for free
Hi, I’ve been trying for a month now to get Netflix access free as part of my Virgin subscription which I believe I’m entitled to, but failing badly every time I contact Virgin customer services. I renewed contract in September, but I’ve been advised during calls and chat I need to renew again to access Netflix free as part of my Broadband and Tv package. Happy to do that, but every time I try the price for the new contract inc free Netflix goes up almost £20 a month, so not free, and much more than the standalone Netflix cost. Can you help or advise. Thanks.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.Homelessness and new address - no fee wave changed
Hello, I am being illegally evicted. I have called Virgin Media about my circumstances to discuss cancelation and fees. The first two people I spoke to were very sympathetic and understood I would be homeless, the second woman confirmed I wouldn't need to pay an early cancellation fee because of my vulnerable circumstances and she passed me on to a final colleague. They then said this wasn't possible and that I'd need to pay the cancellation fee even though my situation was explained and I would have no new address, contradicting what was already said. Then he said I'd actually get £50 off. He said that he would raise me questioning this as a complaint, which it was not it was questioning why I was now being given different treatment and options, and asked me twice to confirm the "complaint" he made up was solved - which it clearly wasn't. He said he would ring again the same day, repeating multiple times I would need to have my phone on me, and no call came to instead dicuss freezing my account for 90 days, even after I said I would be leaving the property that day. No call came. The next working day no call came. I followed up to the email complaint he made up and suddenly I got a call. I'm now told the temporary address I've given will have an additional fee change if I'm moving home, on top of disconnection fees. I'm beside myself, first I was told I would have no cancellation fees as I've been illegally evicted and in a vulnerable position, but now I've been told its either full fees or a freeze and then even more fees by way of a home moving fee and disconnection fee. I was only told about these additional fee prices after agreeing to the freeze - I don't know where I will be then, and the previous options given by different staff 30 seconds prior to being switched to someone new do not apply anymore. Not only is it days before Christmas, I've been illegally evicted, and then lied to by Virgin Media giving me false hope about my situation. Why are vulnerable customers given two different solutions by staff and then given even more fees on top? Is this a situation a joke to Virgin Media? Why waste the little time I have giving a solution and then packpedling with more fees?Moving house and Virgin has started a new contract without my consent...
Hello, I have been a loyal and satisfied customer of Virgin Media for a number of years. In July 2025, due to personal circumstances, I planned to move back in with my parents, as a short-term agreement. Knowing this, I called Virgin to cancel my 18 month contract which was due to expire Feb 2026. They explained that the fee to disconnect early was very costly and so they suggested that I suspend the broadband for 3 months whilst I was moving back in with my parents. Their suggestion was that I then cancel prior to the new contract start date (Oct 2025), at which point the disconnection fee would be a lot cheaper. I thought this was a reasonable option so I said yes to going ahead with this (confirmed on July 15th 2025). As it happens, a friend was staying on in the previous tenancy and she offered to continue to pay for the original 18 month contract, due to end in February 2026. This would mean I would no longer pause the broadband contract and then cancel prior to October 2025 and instead just continue on with the 18 month contract and pay monthly as I had been doing in the years I have been a loyal customer to Virgin before. I called Virgin back on July 15th 2025, to say I no longer wanted to go ahead with the plan with moving house that I had discussed earlier that day and instead make no changes to the contract, just continue on until Feb 2026. Nothing about my package was to change, and I certainly had no wish to sign up to a new contract. I received an email with a new contract, but assumed that this had been cancelled, given I had a conversation with customer service later that same day, explaining I no longer wanted to go ahead with this. I discussed this with Virgin Media customer service and this was agreed without issue. At no point during this process was I informed of any changes to the terms of my agreement with Virgin Media, specifically that a new 18-month contract would be generated at the new address. As far as I knew, things would continue as normal, with the original contract, due to expire February 2026. Today, I have contacted Virgin Media after having been notified that there is a missed payment on my account. I was shocked to learn that Virgin Media have created a new 18 month contract on my parent's address, without my knowledge. They have suggested that I owe them £243.50 up to this date and then a further bill of approximately £1000 to 'disconnect' this service early. The purported contract was supposedly sent via email on July 15th 2025, however, given I had called them later that day (15th July) to terminate this contract, I was appalled to find that this had in actuality, not been cancelled as I had believed. This oversight feels misleading and deceitfully designed to lock me into a prolonged agreement without my explicit consent. Additionally. I am shocked to have been informed by the customer service team, that there is no 'validation' as to whether I consented to a new broadband contract or not. Notwithstanding that I have continued to pay in a timely manner for the broadband on the original contract, it is additionally presumptive to assume that one can access broadband at two different addresses with only one router (which has remained at the original address for the entirety of the contract). Nonetheless, Virgin Media expect me to pay out over £1000 for broadband which was set up without my consent, has never been connected for use, nor has it been utilised, particularly given that the router remains at the original contract's address. I am disappointed by the lack of transparency and clear communication regarding this significant change in contract terms, especially from a company that is meant to be a reputable service provider. Had I been informed of the initiation of a new 18-month contract, I would have been in contact far sooner to rectify the error which Virgin Media themselves have made. Furthermore, my attempts to seek clarity and resolution have been met with considerable resistance, involving being passed around various departments. I spoke to one man from Virgin Media, who helpfully agreed with the case I presented to him and informed me having looked at the transcripts from my conversations in July, that he would waive all costs associated with this new contract. He transferred me to the billing department, reassuring me that they would help to waive the costs. However, when I spoke to a customer service assistance in this new department, she informed me that there was 'no evidence' and 'no transcripts' from my conversations and that I would owe the full bill amount. It seems absurd that members of the customer service team cannot come to an agreement with each other, let alone be able to access the same information regarding my case. When I stressed that I didn't agree to anything and that is the issue here, she remarked that there was nothing she could do to help, but to get her manager to call me back another day. I have no doubt these calls were recorded, both in July and today. I have submitted a subject access request, as it seems pertinent given the level of service being provided, as well as the consistent and blatant misuse of customer trust. I stated that I will be disputing this case and will take the matter further - it is unethical, unprofessional and should not be allowed to continue. I look forward to my conversation with the manager from the billings team which I have scheduled for this Wednesday 17th December, however, I have no doubt based on the customer service offered to me up to this point, that this conversation will not bring me any resolution. I have sought legal advice - whilst I am ready and willing to resolve this between myself and Virgin Media, I am prepared to take this matter to the Ombudstman, Ofcom and Trading Standards. In the meantime, the broadband in the address of my original contract has been cut off, which customer service have also failed to resolve. It is not surprising to me to see many others in this position (https://community.virginmedia.com/t5/Managing-Your-Account-Cable/New-contract-without-my-permission-after-house-move/td-p/5388210) New contract set up without my consent after moving house | Virgin Media Community - 5661259 Moving House - Put on new contract without my consent | Virgin Media Community - 5517140 And to see that Virgin has historically been the most complained about telecoms provider this year because of customer service. Any advice on next steps on how I can get this resolved much appreciated. Thanks in advanceMy contract renewal hasn't started
Hi, I got an email that my contract was coming to a end so I visited virgin media Web site and agreed to a new contract. I received two emails, one with my new contract details and including a free upgrade to sky sports hd and the second email explaining billing info etc. This was back on the 28th of November and I still havent been upgraded yet plus I got another email today 8th of December, reminding me of my contract coming to an end and to hurry and renew. I've been all over virgin media Web page and app to try and find a solution but can't. I then try to find how to contact via email or live chat which I also can't. How long does the upgrade take (last time it was within 5minutes) and how can I message them 🤷♂️
Please Help - Am I another ex VM customer?
I came to the end of my contract back in March 2025. At the time I 'web chatted' to re-negotiate and was offered a better deal to which I pretty much agreed to. I won't go in to all the boring detail, but since then Virgin have consistently failed to apply my new contract fee, fast forward to now I am still paying way over the odds each month >£94 for broadband & landline only, they claim to have tried to contact me... but they cut off my medically important landline (finally resolved this as they switched it to digital without giving me any notice). My daughter has a brain tumour, has lot her eye sight because of it and the hospital always phone on our landline, I made VM aware of this. I have sent numerous recorded delivery letters, which have been mostly ignored and a recent letter (October) agreed to put me on the new contract, but extended the term to 24 months, instead of the agreed 18 months from before. I have taken this to the Communications Ombudsman ADR, but they seem less than impartial and have clearly not reviewed the indisputable evidence I have provided them (I have every letter, every online chat and every recorded delivery reference - I have kept everything). Virgin have simple obfuscated at every turn, refusing to accept what they had previously said and agreed to... when provided with evidence they either just ignore it or say they don't have a record of this... when I am sending them screen captures of the chats I've had with THEM!!! I am exhausted and have wasted months of my time & energy on this. The Ombudsman doesn't want to know anymore and will not entertain me... what options do I have? I'm out of pocket, out of work because my daughter needs me... running out of money, and need my internet & landline to work - it does, but at an affordable rate. Virgin seem to know they have the monopoly in my small road, there are no other 'fast' broadband solutions. Where do I turn? What can I do? I doubt I can afford to take them to court, and if I did and for whatever reason I lost, I certainly couldn't afford that either! Help...
