Misled by Customer Service Agent – Unexpected Early Disconnection Fee
My broadband contract was due to end on 16th May 2025 , and my final bill should have been £35.90 . On 4th April 2025 , I contacted an online customer service agent to inquire about canceling my service. The agent misled me into canceling immediately , stating that my final bill would be £32.06 . However, I have now been charged £69.12 , including an early disconnection fee of £47.58*, because I canceled 12 days before my contract end date . Had I been properly informed, I would never have canceled early just to end up paying more than my original bill. I would like clarification on why incorrect information was provided and whether Virgin Media will address this issue.Credit not showing on account
Despite my best efforts of contacting Virgin media numerous times via web chat and finally on the phone I was assured each time that my credit would be applied for 2 no shows visits that were cancelled on the day an engineer was supposed to show up. Again despite the promises made that the issue had been escalated to a manager via e mail and assured/promised the credit for the 2 no shows totalling £60.98 would be applied, to no surprise my account still has not been credited. I can honestly say the customer service is non existent. Everyone I have spoken to has made empty promises, I have been told each time my issue would be resolved and it never has, the issues have never been followed through and there is no continuity of care, trying to actually speak to someone on the phone is an absolute joke as the ai bot just sends you round in circles or cuts you off.And yet again, an inside job Hack with Virgin!!!!!
Well, here we are again, email hacked again from inside Virgin (INSIDE JOB). if you check my last post when this happened, I did a lot of digging (I'm an analyst, it's my job to leave no stone unturned) most of my accounts with the email address ended up getting hacked (Facebook, Spotify etc) after receiving an email asking for a bitcoin payment and the IP address the email came from just happened to be on the virgin network and the amount of people it happened to on Virgin was shocking, it was an old blueyonder email not attached to a valid account (nice easy scam). Well, it's just happened again with my email which is not PWND (the excuse used by virgin last time) So, I have just received around 4 emails from vinted, 1 to change my email address 2. To change password 3. Confirmed email change 4. Confirmed password change Now, it does not take a mastermind to work out how this has been done, the culprit has access to my email account, the address and password are not PWND (leaked online) so that only leaves one possible way this was done and that is internally or by someone internal passing or selling the info to someone external (not difficult for the I.T. dept to work out who it is). So, if there is a Virgin Media moderator on this message board I would like you to direct message me regarding this as its not on and I am now considering going public to the press about this, I do not pay you a monthly fee for your staff to start using my email address and password to gain access to my online accounts. Regards Bossman 2 PS: (I suggest you read my previous thread before contacting me so your up to speed or I will wipe the floor with you before I go to the national press).Facing broadband issues since a month
Hello Virgin Media team, I had a hub and a pod installed. I started facing intermittent internet issues at the beginning of May. After at least 2-3 calls , the first technician visit happened which did not help at all. Then after a few more calls, the second technician visit took place, and the technician changed the hub. After that, the hub worked better but our extender (wifi pod) stopped working properly and kept on blinking white light. After a few more calls, a replacement was sent today which is still configuring (as per the executive). These issues have been going on for more than a month and I am tired of contacting virgin media again and again. I hope you understand what problems the customers face and improve your service. Thanks
Need access to old email account on ntlworld.com
Hi, at some point my virginmedia.com e-mail account (that had e-mails from redirected ntlworld.com through domain aliasing or something) was removed. This was present on VM, but as I say was removed for some reason at some point without my knowledge. I need access to this as there's an Activision game account on there that I need to get an e-mail to so I can switch the account over to another e-mail address (Gmail). Theres a lot of hours put into this, so I'd prefer not to have to set up a new account. Both the bit before @ on both e-mails aligns to my VM username. I went through the e-mail account recovery procedure but was missing the items in step 2. Hopefully this issue can be resolved. Cheers, ChrisInstallation delayed since November 2023
Good morning, I ordered a virgin media broadband back in October 2023. My installation date has been moved 15 times now, please see below: 1. 07/11/2023 - installation requires essential works 2. 08/11/2023 - Installation requires essential works 3. 09/11/2023 - I have raised a complaint 4. 13/11/2023 - installation requires essential works 5. 20/11/2023 - installation requires essential works 6. 27/11/2023 - installation requires essential works 7. 30/11/2023 - installation requires essential works 8. 11/12/2023 - installation requires essential works 9. 14/12/2023 - installation requires essential works 10. 24/12/2023 - installation requires essential works 11. 11/01/2024 - installation requires essential works 12. 20/01/2024 - installtion requires essential works 13. 25/01/2024 - installation requires essential works 14. 26/01/2024 - installation requires essential works 15. 08/02/2024 - installation requires essential works 16. 10/02/2024 - moved again, but no update yet. Right, I think waiting nearly 5 months to get connected is way too much, and shows that no one can even try to connect. Virgin Media, I need an answer to this as I can't afford to book and waste my holidays anymore, on most of these dates I have not been informed at all! and I was just sitting at home and waiting for you guys to turn up without informing me. Can i please have an urgent response? Kind Regards, PawelVirgin Media mail does not work on any device
As of days ago I have entirely lost access to my Virgin mail account. The website is totally down! mail.virginmedia.com and mail2.virginmedia.com do not load on any device, on any browser, from any IP address or in any mail client. The link from virginmedia.com does not work. Cookie clearing does not resolve. No word on this highest severity critical issue from Virgin! I'm currently not able to see or respond to any urgent and important communication. Whatever trust in this brand I had remaining is wholly destroyed. When will we get answers from Virgin and a fix??!!Terrible service from virgin media business
My wifi service on my business router went down Wednesday 8/11/23 at 11:00am. After being told nothing was wrong with it and that I just need to turn it off and on again by fault support, which I had already done, the problem persisted and they said they’ll set up a fault ticket and I would just need to respond to their message to update on the situation. I was met with the below message no less than 11 times before I called again, and the support service told me “the number just doesn’t work sometimes, it works for some customers but not everyone”. This is already bad enough, but then today I get a message saying that the technician will come on the 11th of November at 7pm. That is over 120 hours from when I reported the issue and is unacceptable that it’s going to take that long to fix At minimum. I would highly recommend not to ever use virgin media service if avoidable since this is the second time something like this has happened within the past 2 weeks.
