Outstanding Balance
Hi, I received an email about an outstanding balance from Virgin Media and I made a payment on 05/11/25 to clear it. However, I noticed that my Direct Debit is still scheduled to come out on 07/11/25 for the same amount. As I’ve already paid this month manually, I just want to check whether the Direct Debit will still be taken, which would mean I’ve paid twice. If it will still be taken, can someone confirm that the extra payment will be refunded or automatically adjusted to my account balance? I’ve been unable to get through to customer service on the phone. Thank you.Unable to manage my account
Every time I try to access my account either via the app or from the webpage I get an error message saying that there is a problem on our side. I’m new to Virgin and wondering if this I a common issue. I’ve cleared cooked and browser history so I know the problem is not my side. Is there a workaround that anyone is aware of?Constant high packet loss, also none existent upload speeds. Had 3 engineers out.
I'm getting constant packet loss, which I think is why my upload speed is none existent (1000/100 package) I work from home and need the upload just as much as I need the download. 3 engineers later, telling me all the wiring and router are fine, I'm still having the same issue. What can I do at this point but not renew my contract and try my luck elsewhere?Endless back and forth with missed appointments over what is likely a straightforward cable pull
I ordered VM hybrid fibre to arrive the day after moving into a new address (a week ago yesterday). It's my understanding that when VM think the property is already set up with their sockets, they simply send a quickstart box - which they did. Box arrives, and doesn't fit any of the sockets. So I get an engineer visit the next day to install the box. He immediately notices that there's no external socket for VM (the brown boxes). However, there is a blue/green tube protruding from the ground just away from the wall and there's even a little square entry point on the wall. He says it looks as if the cable itself has already been laid/out in a trench and all that's required now is for an engineer to pull the cable from the Toby box to the property, drill a hole and then himself or another engineer can visit again to get me connected. He texts me to let me know that he has spoken to the cable pull guys and that the earliest this can be booked is two weeks from then. However, he then messages me later in the day and says that the cable pull team may be able to come the next day. No one shows up, so I call VM again the next day and they tell me that engineers are in my area and will eventually get around to property (with no indication for when this will be). The next morning a get a wayleave email saying I need to get permission from all of my neighbours before any works can commence, which is baffling for a couple of reasons: 1.) The trench for the cable appears to have already been dug and there's already the tube to accept it. So that would suggest no invasive work is necessary. 2.) My property is a detached house that leads directly onto to the street, therefore even if there were work that needed doing, it wouldn't encroach on any of my neighbours. So I call VM again and try to explain this. They organise a "site survey" for someone to come, look at the front of the house and then tell me the work that actually needs to be done (which I already know is just pulling the cable). I've been sat at home all day waiting for this person, with no updates or timeline of any kind. There's still a chance they show up (as the customer service person assured me it's booked in and the time window is from 8am to 7pm). I am highly doubtful anyone is showing up now so I've just wasted my entire day waiting. At this point I'm strongly considering just cancelling my service before it even starts. I literally have photos of the tubing and was told by the other engineer what likely needs to happen but I have no one I can actually show them to to straighten this out.Cannot manage account
Whenever I try to look at my account settings I get an error message both on the app and website. I have tried clearing cookies, deleting the app, restarting my hub and device but nothing works. The error message says: “ Oops, looks like something’s gone wrong on our side. Please try again” with a sad face - I don’t know how to attach an image.
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.Unacceptable amount of disconnecting and bad connection
For months now, my connection is constantly dropping or is very spotty and my upload speed, which I need, has become none existent. I've already has 2 engineer visits out, one who didn't even know how to work his own pad and another coming this Saturday, each time they say they can't find a fault in the house or the street and it's definitely not my PC, as it happens on every device. I work from home, so I need it fixed or it may be time to switch ISP.Worst Customer Service
I have been trying to sort out my account for over 3 months and have never had such a debacle. Had 2 different contracts, spoke to numerous employees and still can't resolve basics. Thought I had it all sorted last month with another new contract but yet again Virgin promised much but delivered nothing. Spent over 2 hours on the phone that time and now just spent 40 mins then I got passed to my 3rd agent who promptly cut me off deliberately. Has anyone else ever dealt with such a poor organisation who are completely inept? So, infuriating when the staff employees cannot read previous notes or don't listen to you? Then pass you onto another agent where you have to keep on repeating yourself endlessly. Anyone from Virgin got the courtesy to try and sort this out? Rather than on of your Employees who said best thing to do was leave, I am starting to think I should have followed his advice.
