No call 3 days in a row, no broadband, no resolution
Hi, I've been on the phone with virgin call centres for 3 days in a row regarding a replacement hub I received because my previous one was 7 years old, and needed to be restarted quite often in order to perform adequately. The replacement hub works fine in the room it's located in but because the Internet doesn't reach anywhere else in the house, I have these 2 WiFi pods, which i already had with my previous hub. It just so happens that the pods simply won't connect to the new hub (i actually predicted this, but when I ordered the replacement hub, I was told they would connect immediately). For 3 straight days, every single one of their assistants have told me the "2nd line team" have been told about the issue with the pods and they will 100% call me within 24h. I have waited for 3 days, after calling them everyday to let them know Ive been expecting a phone call from them. And still nothing. They have blatantly lied every time, and when I ring them over 24h later, I'm told the same exact thing ' we understand your frustration but I can assure you this time, the 2nd line team will definitely contact you within 24h-. In the meantime, my Internet only works adequately in the room where the hub is located. So I'm essentially paying for a service that isn't being provided. The pods that I am entitled too and they themselves know this because of my previous speeds aren't working, bare in mind I pay more on my contract 'virgin/o2' to have these pods aren't working. And I simply can't get anyone to call me back and resolve the issue. I genuinely think this is the most pathetic service I've ever come across from any supplier of any sort. 0 accountability, actually 0 service provided, 100% unfulfilled promises and i just don't know what to do. Furthermore, I raised a complaint, was told I'd be contacted within 48h regarding this contact. And they have failed to do even that. Imagine a black and white conplaint procedure, they don't even do that. My question is, can I cancel my direct debit to these guys under breach of contract (from their side) as well as go to the communication ombudsman and get them to resolve this? Thank youNew Customer - No Account Number or Area Reference
I have just signed up as a new customer for a broadband-only package that was meant to arrive yesterday (17th Nov). I thought I'd best check up on the order status by making an account but seem to be having a couple of issues. I have received an order confirmation email and an order documents email (with two attachments). I am now trying to sign up for an online My Virgin Media account but cannot do so as I do not have an Account Number or Customer Area Reference. I can see there is space for these two numbers on my Contract Information Sheet but the fields are blank. Does anyone know how I am able to obtain these two pieces of information in order for me to set up my online account, please?No welcome email or account number
Hi I signed up and have received and installed my virgin media box. I have had it for two months now but have not received an account number or welcome email so I am unable to pay my bill or even create an account and now I’m going to be in arrears. I tried calling virgin media but was getting sent in circles.Billing - 1st payment
Hi lm trying to speak to someone about my issue but not getting anywhere it says my first payment is 52poinds but when I first got in contact with you it was told I would not pay anything till October . For the first 4 months i was told two weeks ago the same thing I’m very happy with my bill after October it would be 25 pounds a month not a problem I really need someone to talk to me about this matter as my answer and mental health issues are not good at all I’m disabled now struggling to walk around a small flat [Mod - title edited for clarity]Paying since 7 months without internet
Hi! I signed up for VM250 in Feb 2025 when I moved to the UK. I got the installation pack and I guess Hub 3. I connected it but I could not get a green light or a connection. I had opened this account on phone (biggest mistake I believe...but hey why did their team not properly read out my details in the first place like all good phone services do when registering?) and they got one character in my surname wrong. For 2-3 months I was unable to login to my virgin media app because of wrong surname which I got to know retrospectively after 2 months! Finally when I could get my call through to their team (Lots of issues reaching them out on the internet for 2 months) I realised my surname is wrong so I could not access the account. Further, they charged me a bill for which I paid twice. No acknowledgement from their team when I emailed this to them in April. Last 2 weeks or so ago they sent me a Hub 5. Same issues with the Hub 5. Now I want to know how do I get compensated for the bills for months without using a single MB of internet....I am new to this provider so I had no clue how to approach for help though I emailed them and called them. I am so frustrated now that I want a compensation for all of this and want to switch my provider. They did not give me a satisfactory response whenever I emailed them.Promotion code not working at checkout
I've been looking to purchase new broadband and have recently settled on a potential virgin one especially due to a promotion code that was given to me over text with £50 taken off the bundle. The promo code doesn't seem to work unfortunately. I was then sent a different £50 off my order, this time in link form, but this doesn't work either. Is there any way to remedy this? Neither offered promo code works.