New contract not set up
My new contract hasn't been set up. I accepted it on 21 November and have the confirmation email, but I received my bill yesterday and to my surprise it was still based on my now expired old contract, so it's over £150, when it should be less than half this. I've been into my account and there's no sign of the new contract, it just says I'm out of contract and offers me a much more expensive option to renew (over £100). I've read some other posts on here and can see the admins have often said you're supposed to verify back in your account to finish the contract setup, but there's no mention of this in the email I received (exact wording copied below for reference) and I haven't received any subsequent emails from VM. Would really appreciate some help from VM on here rather than having to jump through the horrendous hoops of chat/phone customer service. Email received 21 November: We're nearly there! Attached are your Contract Information & Contract Summary documents. Please make sure that you are happy with the agreement you are entering into. Your documents also contain some key terms & conditions and information regarding your cooling off period. Please keep these documents for your future reference. Kind regards, The Virgin Media teamContract issues
Contacted VM via online chat on 26th Sept to arrange contract renewal and agreed a new contract (£116 a month compared to previous £110) and was emailed a contract summary. This month I’ve noticed I’m being billed £219 and went into my account via app and noticed I don’t have a contract. Contacted VM via chat yesterday and although no explanation was given to why my contract wasn’t implemented I was offered a package £6 a month less than the one I thought I’d agreed to in Sept and my bill for Dec had been reduced to £120 but my bill for Dec on the app is still showing at £219 and I’ve noticed my bill for November was £164 which came out as a direct debit. The app now shows I have a new contract but get an error message when I try to download it. Am I likely to be billed £219 still in Dec and should I be seeking a refund for the over charge in Nov as it seems it was VM’s error in not implementing the contract.Moved Address - Extra Package Charge
Hi, I've recently moved address and brought my Virgin Media package with me. I've received the first bill at my new address and there's an extra charge of £20.77 for "Package changes" even though I'm on the exact same package as at my old address and I haven't altered anything. I understand the £20 charge for moving address but this package change charge seems like an error that shouldn't be on there. Thank you in advance for looking into this!Another one without a welcome letter....
I recently rejoined Virgin media after an even more infuriating time with another supplier. We're sorted now but I still don't have a welcome letter. I asked in the local O2 shop to be told that I needed to contact 'the office' to get hold of one. I've tried the virtual assistant - useless in this case and then tried ringing, but as my query isn't listed anywhere I'm told to have a look online, thanked for calling and cut off. Not an inspiring restart. What do I do now?My 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 🤷♂️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.