Appaling Customer Service
Placed a disconnection request for the end of the month whilst out of contract aince March this year. Bill arrived today and I was baffled why I am being charged for early contract termination fees when I don’t have one. Rang customer service the 1st time, lady answered was very helpful until she decided to go "investigate" my account. Proceeded to be silent for over 5 minutes then dropped the call. This started the horrible experience. I waited 10 mins to allow a call back in case it was an accident but of course nothing. I then rang a 2nd time and was met with silence for a few minutes until the call was dropped. Rang a 3rd time, same again. On the last attempt I mentioned I know how call centers work and their contact rules and that I wouldn't hang up so it was not registered as me terminating the call as this is different tracking wise than rhe agent doing so. I then got the typical 3 callback attempts as per the norm in call centers but those were all still the same. Silence. Any other person probably would get away with it but I understand how things work being that phone and its not ok behaviour. I am disputing the ETFs being charged for a contract that doesn't exist as I did not agree to anything. If a contract exists and I am not aware of it, that will be a whole another level of issues. And I will be raising a complaint for the customer service I have received today. No matter how many silent calls I am met trying to reach Virgin Medias customers support. I would like a proper callback from someone actually helpful and this matter resolved. Whilst you're their customer, brilliant support. God forbid you try to leave.Wrong contract date end
I am looking for support from other members or ideally a Virgin team member who can help. I started my 18 month contract in April 2024 due to end in October 2025. I moved house in this period and it seems as I moved house they restarted my 18 month contract from my moving date instead of continuing my initial contract. I also had a promotional offer running from April and this expired in October yet I am still locked into the same contract which is now charging me double as the promotion has expired. I should not be in this contract any longer and it is due to run until Feb 2026 meaning I am supposed to pay double for 6 months and I cannot leave early without an early disconnection fee. I have tried to contact live chat and I have raised complaints which were initially responded to until I pointed out they made an admin error and then they just tried to shove a new 2 year contract in my face without reimbursement for the last couple of months.Thieving, neglectful criminal company
Virgin Media are thieves. They do not honour their contracts and will charge whatever they feel like without notice. In October this year, my contract had reached 18 months, and was increasing from £48 to £87 a month, so I accepted the new contract offered at £49 a month. I received the confirmation email and the pre contract attachments. Jump to the bill date, and i had been charged £87. So i submitted a complaint, stating that I expect the money to be refunded at the very least, and the contract to be honoured. The reply stated that I can accept a contract at £52 a month and cut my losses. I replied saying that I am not happy with this resolution as I have been charged an extra £40 due to their mistake. It's now been over a month since I've had a response, and they have charged me £103 for this month's bill. A truly disgusting, criminal organisation. We shouldn't have to report to the ombudsman to be treated as valued customers.Order not linking to account
I’ve discussed this issue before but it remains unresolved. My broadband order isn’t linking to my Virgin Media account so I can’t track my parcel, view contracts or access billing. Every time I try to click on tracking or anything in the My Virgin Media app it simply says “oops, it’s not you it’s us.” Can this be resolved please ASAP as this issue was raised 2 weeks ago.Order a Volt sim but no sign of order
I have Virgin Media services for the past 2 years and my phone contract expires tomorrow. I don't need a new phone so thought it would be easier to get a sim only deal. I opened the Virgin Media app and handily enough, there was a deal for a Volt Sim with unlimited data for £15 a month, with the first 3 months free on a Black Friday deal. I tried to order the Volt Sim through the Virgin Media app which failed when putting in my previous address so I then ordered through the website on my laptop where the same deal was available. I then received a confirmation email with an order reference number from Virgin Media web team however, I have heard nothing since ordering. Order reference: CH2124753682. I have called both Virgin and O2 and neither have any record of this order number. Is there any way I can find out what has happened to the order?Disconnected despite recontract!
Earlier in October I requested to draw to an end my deal due to end 21st November to look at other options. I got a disconnection date of the 21st. fast forward a few weeks and I accepted a virgin offer for 20% off my package to stay - which I accepted. shock horror, come the 21st my services have alll been disconnected despite having signed a new contract agreement. I even have the emails confirming the contract start dates and activation dates. Planning to call when lines open but given previous customer service engagements I’m not holding my breath. Is there a virgin rep on here able to help me get this sorted as painlessly as possible. as with most, I rely on these services for work!Free TV Offer. Still no TV!
Hi all, i’m just wondering if anyone has similar issue to me. We took out a new deal In August/September while they had the exclusive deal of a free TV if you took this certain package. 60 days passed we were told that we would’ve received tracking 2 weeks ago, no tracking supplied. Speaking to customer service who say we’ll call you back in 72 hours (3 times separate occasions) never call back. I have spoke to another CS rep who said they can’t provide a date that the order will be processed and to basically hope and pray that this will be delivered. anyone had similar experiences with the free TV or any free items they offer? not great first impressions virgin! thanks☺️
Moving home
Hi everyone, We moved home a few months ago, our contract should have ended this month but now I’ve been told I entered a new contract when moving. Our plan didn’t change at all, all we did was move home. Has anyone had this sorted? I don’t want to be in a contract for another 2 years as the coverage is shocking. Thanks