Netflix hacked
Hi on Friday 17th October I received an email telling me that my Netflix email has been changed even though I didn't authorise this, obviously I was very concerned and was wondering how this was possible, I reset my Virgin email password and went onto Netflix to see how this happened and how I could change it back, I was told I need to get a service code on my account to change it back however I was only logged in on my two Virgin 360 boxes and the service code that was showing Netflix told me it was wrong, so I asked Virgin and they said they don't know anything about the service code, now I know people will say you need to speak to Netflix but I have and they just tell me it's Virgin I need to speak to and they can't do anything about this, like a lot of people the account language has now changed to Spanish and despite multiple calls and live chats none of the agents at Virgin seem to understand I'm telling them that a new Netflix account needs to be set up with my email and the old account deleted as the email has been changed on that account and somebody else is using it but they seem to think I just can't log back in and keep telling me to log in with my email but obviously because there's no account linked to my email it's coming up as no account linked to this address, is there anybody here who knows how I can fix this or speak to someone who can help me fix this as it's been going on for so long and every time they call or I speak on live chat I can tell they don't want to deal with the problem and keep passing me from person to person asking me to try things to fix it that I know full well won't work.
Urgent Installation Help Needed!
Hello, Apologies in advance for the long post, but I am facing what has been an incredibly long and complicated process. I placed an order for broadband in June and no issues regarding installation were flagged. Our installation was then booked in for the 15th September, and everything seemed fine. Roll around 15th September, an engineer comes round to complete our installation and we are told he cannot do so as we require wayleave from our neighbour. Immediately after this, Virgin cancelled our account with no warning. Fortunately, our neighbour agreed to give us wayleave, however the Residential Wayleave Team at Virgin were incredibly uncooperative and said that as our account had been cancelled, they couldn’t proceed with the wayleave request and that I’d need to contact Customer Service to book a new installation. When I contacted Customer Service, they then said that they couldn’t book an installation as it required wayleave which created a deadlock. After many hours on the phone to Customer Service, we eventually got this resolved and we had a new installation booked in for October 9th, tomorrow, and we assured relentlessly that it would go ahead with no further issues. Ahead of the installation tomorrow, we were told that work would need to be done to the property in advance to allow the engineer to complete the installation on the 9th October. This was due to happen last week, then was rescheduled to the October 5th, then rescheduled to the October 6th, then rescheduled to the October 7th, then rescheduled to today (October 8th), but no-one has shown up. We have also received zero communication either by text, call, or email about when this necessary work will happen. It’s only when we call. For example, earlier today I called yet again to confirm that the work would be completed today and I was assured it would do. I was given a specific window of 18:30 - 19:35 for the work to be completed, and the Engineer's Tech ID which was 47842. As expected, no-one turned up again. I also received a call from Virgin Media saying that our installation date had been moved to the 1st November due to ‘extra essential work’ needing to be done outside the property. Following this, I immediately rang up Virgin Media, explained the situation again for the millionth time, and the gentleman in the Pre-Installation team moved the installation to the 23rd October. He also submitted a ‘Code Escalation’ form to escalate the issue further. Despite this, I have absolutely no confidence that this installation is going to go ahead, and I am appalled and baffled at the absolute lack of communication as to when this work will go ahead, as well as the complete lack of accountability for confirmed appointment times. If I do not receive any help soon, I will be making an official complaint with Virgin Media, as well as an official complaint to OFCOM and/or the Communications and Internet Services Adjudication Scheme, and also the Communications Ombudsman as this is totally unacceptable. Please can someone urgently help me resolve this issue, or at the minimum provide some advice on how I proceed as I am at my wit's end and simply want my WiFi installed!Four days without connection need urgent help
Hi, I hope somebody can help me understand what is going on with my broadband connection. On Thursday morning I woke up to a flashing red hub4 so I called VM customer services who said the problem had been identified and would be fixed by the afternoon. It was then pushed back to midnight, then the next day. I called again and they reassured me it would be that afternoon again. Then it got pushed to the next day. And then the next. I am really worried as I just started a new job and it is remote so if I don’t have a connection then I might lose my job. On top of that it feels like the VM team haven’t a clue what’s actually going on. As much as it’s good I’m being offered compensation, it won’t help me if I lose my job. Please can somebody help? I am in the SL3 area and just need to hear from somebody who knows what the situation is! thanks Owen.Trying to pay closed account in other name...
Hi all, I have an issue that is driving me crazy. My ex-wife contacted me regarding an 'in default' Virgin Media account that's been added to her credit file, and although the account is in her name, it's not hers, it's mine. Please allow me to explain as best I can. In 2008 a Virgin Media Sales man came to my house to sell me Virgin Media TV etc. We talked about my situation at the time and he told me it would be better to open an account in my ex-wife’s name, due to sharing custody of the kids. I thought it was odd, but he said that I could change the details once the account was opened. He was the experienced Virgin Media Rep, so I agreed; I now believe he was simply trying to guarantee his sale [face-palm]. Once the confirmation came through, I tried to change the details as he explained, but Virgin Media said no. I then manually added my name and email address to the account online, and I continued that way for the entire proceeding 12 years I had the account, using my own name & bank details. Also, each time the contract was renewed, Virgin Media were more than happy to only ever deal with me on every occasion! To cut a boring story short, I was made redundant several years ago, I then had a mental health episode, and ultimately defaulted, despite trying to get the account closed while I was still able to pay. When the account finally defaulted, I was requested to pay just over £300. After a dispute/discussion, I received a revised bill of just under £100, but was unable to pay in full due to lack of income. Anyway, 2 debt collection agencies later, and paying them a little before they both learned that I wasn't my ex-wife, the debt has now been added to my ex-wife's credit file even though she's got her own VM account and has done for over a decade...! I wanted to pay the remaining debt, just under £80 now I believe, I offered to pay, but I have been repeatedly ignored over recent years, by Virgin Media and by the Debt Collection Agencies, and the next I hear is that Virgin Media have added the debt to my Ex-Wife’s credit file. I have been honest, open and up front from the beginning, but it is apparent that no-one will take any notice or help me, understandably but blindly referencing the data protection act at me when they don't want to deal with me, despite my not requesting any information and only wishing to pay the account! VM won't deal with me on the phone and I can't use chat as there is not account, so I can only email. I've had no option but to raise a complaint, and receipt of my initial email has been acknowledged, but further emails remain unacknowledged. I still reside at the same address as was supplied by Virgin Media; therefore, I have not tried to hide, and I have not tried to shirk my responsibilities. My re-married ex-wife (21 years ago!) cannot sort this as it's not her issue, it's mine, but it needs resolving and I can't resolve it because no one will let me! It's bureaucracy gone mad...! Also, it needs to be removed from her credit file as it's nothing to do with her. I'd be fine for it to be added to mine, as it's my debt...!! I want to pay, so does anyone have any ideas how I can? I am not asking for any information, I am providing you with information, so I don't think this request does not contravene any part of the Data Protection Act. Thank you for reading this and for any help or advice that might follow. P.Complete Failure in Service
Hello, I am writing regarding the wifi at my house. We recently upgraded our broadband plan 3 or so weeks ago to the highest we can Gig1 service with a new hub 5 and it has been an abhorrent experience. For 3 weeks consistently there have been drops and disconnections from the internet. Too many times I have called regarding this. The internet went down about 5 times within an hour timeframe last Saturday and upon calling virgin to resolve this, your representative scheduled a technician to come today and I quote from the mouth of your representative “GUARANTEED” that our wifi problem would be solved. Not only was that a blatant lie, the wifi is now completely not connected to the internet, it is no longer intermittent on and off, it is completely off. Technicians have come twice to check connections install new routers and said everything should be fine but that is not the case. In addition, the house landline is no longer able to make calls and certain channels on the tv no longer show. NOT ONLY THAT, but I work from home! I have lost an entire day of work today due to virgin media’s poor service and I now must deal with the consequences with my superiors. The longer our virgin wifi is down the more my job is at risk! It is not just my livelihood that depends on good wifi, but my grandparents, who are both OVER 90 YEARS OLD and require reliable and fast wifi and service for communication in the event of a medical emergency, which is now at risk. What happens if there is a serious medical emergency in this heat and no one can call an emergency contact or an ambulance and it's too late? Shall I send virgin the funeral bill at that point? I demand a resolution to this immediately as we are paying the most and receiving less than the bare minimum. Should this matter not be resolved we will have no choice but to escalate this matter. I expect a response with hasteCan we acknowledge how bad the Virgin Media website is?
Let me just express how bad of a customer experience I've had with your website this afternoon and how this issue has been ongoing for over a year. I'm seriously at the point where I am moving over to another provider at the end of my contract term. I seriously hope you fix your website and customer experience for your future customers. An explanation of my issue This afternoon I thought I would log into my virginmedia.com account and change the date in which my direct debt was paid, an easy task I thought. I went to the Billing Section of the website and saw that there was a button called Manage my Direct Debt which takes you to the page that I've kindly hyperlinked. Instead of what you would expect, a page to manage your direct debt. You're greeted with the image that I've place on the right. So, when this happened I thought I might have a Live Chat with a representative to try and resolve the issue, so I began a live chat. They told me that I should Close my Tab and Login again, which I did. Of course, this closed the chat with the representative and the issue remained. So not only did I still have the issue, but I now didn't have a chat either. I'm not sure if they intentionally did this because they knew it would close their ticket or if it was a genuine attempt to help. So, the next issue — I decided I might try to phone them. But you see, I have very little credit on my phone so this is a pain to do. On the billing page I pressed a button at the bottom which says "No, I need more help" and then I pressed "Call us" which provides a phone number. Before calling, I wanted to check the cost of this call so I pressed a button that says *See our call costs which tries to link you to a PDF that does not exist. Once again you're provided with a new page that says "Sorry, oh crikey. We can't find that page". A conclusion of my issue Your website is filled with bad hyperlinks that lead to documents that have been since removed. Some hyperlinks for important tasks lead to dead pages because your links have not been updated presumably after somebody has done a change. The whole experience is abysmal to the customer and I know I am not the only one. Please, if anybody of importance sees this; please escalate this to somebody who actually has control over the changes on your website. Have them audit the issues that I have mentioned here as well as the many other issues across the website. Try to do basic actions the customer would like to do, because I've ran into repeated issues across your entire website. I've only documented the issue I experienced today, but this has been happening for over a whole year with your website. Through the many versions you've released, there's always something broken. Websites are not normally this dysfunctional. In the end, the simple task I wanted to do never was done. I spent over two hours attempting to do something I thought would take twenty minutes and another hour with this complaint, and I will walk away after three hours completely where I started.Issues with Wi-Fi
Hello, My Hub4 router keeps intermittently cutting out. It ends up coming back with the flashing light. It happens at least once every hour or two. This includes wireless and wired connections. I have tested different wires, I'm really not sure what to do. When i use the diagnostic tool it has issues with the broadband and the TV, but it's been going on for at least a week at this point and it says if it persists for 24 hours an engineer will come out. Any help would be appreciated, ThanksNetworking and WIFI Pods setup complaint
Right then, this has been a bit of a kerfuffle with Virgin Media, hasn't it? To make matters worse, I also work from home, and these ongoing issues have been directly impacting my ability to do my job effectively. On top of that, I've had to book time off work for engineer visits and to deal with these issues over the phone, and yet things still aren't being resolved. **we have previously used TP-Link Deco mesh networking, however we found that our £300 wifi setup didn't play well with the virgin equipment, and considering that wifi maxx is part of our plan i feel like we shouldn't have to buy third party equipment to use the network especially when as said its fully part of our plan. So, I'm reaching out here hoping someone can lend a hand. This all kicked off last month when my contract was nearing its end. Upon contacting retentions, I was offered the exact same package at three times the price, which I naturally declined. However, it seems a call centre agent went ahead and processed it anyway without my agreement. On the plus side, during that call, I did request a black WiFi Pod to replace one of my white Plume pods (and was told to call back for another once it arrived) and also a replacement hub, as we've been experiencing intermittent WiFi dropouts after power cuts, to rectify this we have to log into the GUI, and physically turn on the wifi almost as if the configuration was being reset. Understandably, I rang back rather frustrated and was put through to retentions again. This time, they offered me my original deal at a much more agreeable price, which I accepted. However, the advisor neglected to mention that agreeing to this new contract would cancel any pending orders on my account. at some point between this and my next call i got an email saying we are sorry to see you go and that they were sending me a returns kit for all my equipment. To make matters worse, this new contract wasn't applied to my account, and I was still being charged £90. Cue another round of calls and complaints which was difficult to get through to as all these ajustments on my account made it to where if i rang from my mobile number all i would get is the payment line telling me i owed them £290 and wouldnt connect me untill payment was made. so to sort this i litterally had to use my mates phone and bodge it through as the telecoms systems wont connect you if you 141 your number, which genuinely wasted about twelve hours of my time over three days! Eventually, they did manage to get the correct deal on my account. At this point, I was assured that despite all the previous issues, a Service Request Order (SRO) would be raised for an engineer to visit and for two black WiFi Pods to be ordered. We need these black pods for networking purposes as we have Ethernet in every room due to thick concrete walls, and we intend to wire them in. he also made several adjustments to my bill, as they had also neglected to tell me about paying a month forward which felt like them trying to scam me so i didn't accept the charged. The engineer who came was great and did improve our speeds on the gigabit line by replacing some cabling and a junction box. However, it hasn't resolved the WiFi issues. He mentioned he had the WiFi pods but not the power cables due to a shortage of equipment and that I would need to contact Virgin Media again to get them sorted. So, I waited until the 14th and got in touch. I spoke to support and requested the two black pods again. The advisor informed me that she could raise another SRO and get one black pod sent out, and I would need to wait until the first one arrived before calling back for the second. The package arrived today in a smaller box than expected, and you've probably guessed it – they've sent me another white pod! So now I have three single-port white WiFi pods that won't relay the signal, and I can't daisy-chain them into my network and a hub 5 that is reseting its self on power loss.... Could someone please help me sort this out? It seems like every time a request is made, there's a mix-up somewhere along the line, and it's now directly impacting my ability to work from home and costing me time off work to try and get it fixed. The virgin phone tree system also needs looking at as its genuinly next to impossible to get through to anyone i needed. [TLDR] Dealing with Virgin Media has been a frustrating and time-consuming experience, starting with an incorrect contract and leading to repeated errors with WiFi pod orders. Despite numerous calls, wasted time, and even taking time off work for an engineer visit, I'm now stuck with three incorrect white WiFi pods that don't meet my networking needs. I urgently need assistance in getting the correct black WiFi pods so I can resolve my ongoing WiFi issues, which are impacting my ability to work from home.The worse experience
Where do I even start... For the last two months, we have had continuous issues with our internet, which has been going down numerous times a day. We have contact Virgin support over 30 times to resolve the issue, they have sent out 3 engineers who have all said we need new wiring and they have opened a 'job' for this to be done and someone will be in contact (No one has ever contacted us to arrange this). After a prolonged back and forth over these two months, we demanded a refund due to no service. We have been informed that we are not expected to pay until the resolution is found. We thought great, at least we were getting somewhere, but again, after weeks of having virtually no internet, we have now had our broadband suspended for no payment. To top it off, to access our account, we need a memorable password which the support team told us we would receive in the post. When it came, the password was blank . We call and call to be met with no resolution, I think at this point my contact number is Virgins contact line. I don't believe we have had such a bad experience in our lives when it comes to a provider, is anyone else having similar problems with Virgin?
