really frustrated
Currently have a complaint open because of issues when moving home. Now to add to it, the broadband won’t reach my office properly. Did a scan on the app and it said I would benefit from a booster, requested to order it and it gave me an error. Tried ringing them and it says it’s going to spend 10 minutes testing my wifi. Live chat has failed me on security because I don’t know my memorable word, they’ve sent me a link to reset it but despite my new memorable word hitting the criteria, I get the message that it’s failed to update and I need to try again later. Log into the app and it says my broadband account is closed, no sign of my new account anywhere. It feels like I’m banging my head against a wall. Now need to wait 3-5 working days to receive a letter with my memorable world, in the meantime I can’t work from home in my office and I have no access to my new account on the app.Set up date to move broadband and landlord has refused installation of line
Dear Sir/Madam, As the title suggests, I am in the process of moving my virgin media broadband to another home, which requires a line to be brought in, and the landlord has refused to allow this to happen. I don't know why this is the case or the reason. I am at a loss what to do, if I cannot get the line in I'll need to cut the contract early, but I cannot face the early termination fee (12 months remaining). Please could I ask for urgent help from someone from Virgin media to discuss how I can resolve this. She's adamant it is not going to happen, and it's stressing me out to no end. Can I seek help to avoid the termination fee if the landlord will not allow it? I can't afford this on top of the entire move Please if you have any way to help I would be incredibly grateful Best wishes KyleNo response from homemovers@virginmedia.co.uk
Hi all, I am changing my address to an area where Virgin Media is not available; therefore, I need to cancel my subscription. I sent everything to someone in chat to ensure that the early cancellation fee would be waived, but ten days later, I was billed for it. I called again and was told to contact homemovers@virginmedia.co.uk, and I was reassured that I would receive an answer within 24-48 hours after (re)sending the required documents. Sadly, I received no response. I have now cancelled my direct debit to avoid incurring payments that are not due, but I need to resolve this issue somehow. Can you please help me?Unable to register account
I moved house, my old account was cancelled and a new one set up with a new account number and contract. I get emails RE bills and my contract to the original account email address. If I sign into my account it shows me only the old contract information and the old bills, nothing about the new contract or account. Ive called support and have been told I need to register a new account with a new email address. Every time I do I am told that something went wrong. I have tried different browsers, reset the cache, different email addresses, everything. I called back and was told to just try again later. I have been trying to access my account details for over 4 months now and I cant. Calling support has not helped. I need this resolving asap.
Just moved house and can't register because my email is in use
Hi. I just moved house and went through the process to move my services to my new property. For what ever reason my old account appears to be closed and has a closing bill statement when I log in to it. I have a new account number so I guess I need to make a new account but when I try to do this it complains because my email address is already in use. So what am I meant to do in this scenario? Apparently I have some kind of setup pack being sent to my new address so perhaps this contains instructions, but this is already a day late and I am meant to be starting work from home today so cannot wait for it. My virgin router is already plugged in, it just says "access denied" with respect to internet connectivity so should be good to go as soon as this email problem is resolved.Moving Billing
I am in the process of moving home and have already started the process to move with Virgin Media. Moving in on the 03/03/25. I have been informed that on the 06/03/25 I am due to pay £55.22 which is correct and my contact amount. However in 06/04/25 I am due to pay £145.34. I understand the first month is double payment; 52.55 × 2 which is £105.10. I then know about the £20 moving fee which brings the total to £125.10. My query is where is the extra £20.24 coming from?Trying to move to a new place with VM
Hi there, I am trying to get my account moved to a new address (apartment). The apartment has a VM connection socket already. When I try to select the address of the flat in the drop-down menu of the moving page here (https://www.virginmedia.com/help/moving-home), the drop-down menu shows the correct number of flats for the postcode I am in, but shows "undefined" instead of the flat numbers in the list so that I cannot select the right option. So it shows "undefined, blabla road, towntown, AA1 1AA" instead of "flat 1, blabla road, towntown, AA1 1AA" (obviously those are not the real details). When I enter the same postcode on the VM home page as if to open a new account, then the flat numbers show up correctly and upon selecting the right flat the site confirms that I can get up to 1gb VM internet. How can I get around the error in the moving house drop-down menu and the automated moving bot?Billing and contract issues after moving home
Hi, I hope someone can assist me in resolving the following issues: I signed a new 18-month contract with Virgin Media in January 2024 for £75 per month. 20th November 2024, I informed Virgin Media that I would be moving house and arranged for services to start at my new address on the 9th of December 2024, as Virgin confirmed services could be provided there. I was thrilled with this, as I’ve been a loyal customer for the past 8 years and have always been happy with Virgin Media. However, this is where the problems started (I should have known an email stating stress free move with VirginMedia is a scam) • I received a bill of £135 due on 27th December 2024. I was aware of the £20 moving fee (which I wasn’t informed about but was willing to pay), yet this still doesn’t explain the £40 increase in my monthly charge. When I spoke to customer service about the bill, I wasn’t given a clear explanation for the costs—just a vague apology and a promise of a discount. • On 27th December, I was billed £54. Although I was confused, it was the busy Christmas period, and I didn’t look into it further at the time—my mistake. For context, I always pay my bills on time via Direct Debit, and no payments have ever been missed. • On 20th January, I was unexpectedly charged £20.72 for no apparent reason (this amount doesn’t show up on any bill). To make matters worse, I received a notification that my credit score had dropped because of a missed payment on my Virgin Media account—despite all payments being taken via Direct Debit as usual. • On top of all this, I have now been notified that my upcoming bill on 27th January will be £115. This is a significant increase from my original £75 monthly payment, and I cannot understand why. Finally, I’ve noticed that my contract has now been extended to expire in August 2026, instead of the original June 2025 end date. I did not agree to any extension or a new contract when I moved house. To summarise: • Why has my monthly bill increased from £75 to £115 for the same services after moving house, and why were moving fees charged on top of this? • Why has my contract been extended without my consent? • Why was there a missed payment on my account when I’ve paid all my bills via Direct Debit? I’d appreciate it if someone could urgently look into this and provide me with clear answers. These ongoing issues have been frustrating and have caused unnecessary stress, especially with the impact on my credit score. Thank you in advance for your help!No response from homemovers@virginmedia.co.uk
I'm about to move house into a flat that I can't move my broadband package into and the customer support team member I called said I should email homemovers@virginmedia.co.uk with evidence that I'm moving to this address. I've emailed four times over the course of this week and I've not received anything back. Should I be doing something else?