New contract set up without my consent after moving house
I moved from a flat into a house and virgin media cut me off early due to the new tenant enquiring about getting Virgin Media in the same flat. That issue was sorted about a reconnection, and I thought that would be all done. In the process of trying to get reconnected, I must have given my new address to someone at VM because unbeknownst to me, a new account has been set up in my name at my new address. I have explicitly stated that I would not be taking Virgin Media with me to my new address, and have correspondence saved to prove this, so I was shocked when I have received a bill for £122.29 for a new account in August. I can't access this new account, as my email is only associated with my old account, which I have paid the final bill for. Who can get this issue rectified as I will not be paying the £122.29 I have received a bill for as I never asked for the services, have not received the services, and explicitly stated that I did not want the services. I have cancelled the direct debit to VM as I am sure that any money taken in eror would not be returned.Complaint Closed Without Resolution or Follow-Up
I’m very disappointed with how my recent complaint was handled. When I signed up for my service, the information provided by the representative was completely different from what Virgin Media is now claiming. I raised a formal complaint (C-0610255977), but it was closed without any resolution or agreement, and I haven’t received any follow-up or explanation since then. I would really appreciate if someone from the team could review this case properly and get back to me with an update.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!Free Toshiba TV or £145 bill credit help
Pretty much as the title says. I signed up on Saturday 9th august. I chose the Toshiba tv, but when I’ve received the pre contract info - my broadband and tv package is listed but no mention of the offer in the paperwork. I’ve received the e billing email so I’ve signed up for the online account, and again can’t see any mention of the Toshiba tv anywhere. this is pretty much the only reason I signed up to virgin media,I was going to sign up elsewhere so I want to make sure it is all ok before I fully proceed with installation Is anyone able to check my account please? ThanksReturning TiVo 1TB Box
We have been asked to return a box which must be more than 5 years+ old and which we no longer have and have never used at a charge of £90. A quick search on the VM website informs me that these were phased out and no longer offered to new customers. Does anyone else have experience of this?Receiving letters addressed to someone who has never lived at this address
Hello, Please can someone from Virgin Media help me? My mother-in-law recently came to stay with us while she waits to move into her new house. She temporarily transferred her Virgin Media account to our address while she moved, because she didn't want to pay a cancellation fee. Upon doing so, she was told that we had previously had Virgin Media at this address, which is incorrect as the previous owner was an elderly man with dementia who didn't have any form of internet at all. BT had to come and install internet access from scratch when we moved in 3 years ago. My MIL has now cancelled her account altogether as it turns out Virgin Media doesn't have coverage at her new address. We have now received several letters and parcels for someone named Steven Andrews, who has to my knowledge never lived at our address, saying that he needs to return his Virgin Media kit or pay a £40 fine. It also says his details may be passed onto a Debt Recovery Agency. I don't want bailiffs turning up at my house thanks! Please can we get this sorted? I don't know how else to contact you as there is no email address or phone number anywhere, and the web chat doesn't work if you have a complex query! Thanks - ChloeWrong name on Virgin broadband contract
Hi, one Virgin media staff helped me organize the Virgin broadband in my new flat. However, when registering the Virgin media account, I found out that this staff entered the wrong name into the broadband contract. Basically, he entered my surname into the first name section of the contract and entered my first name into the surname section of the contract. Is there any way for me to correct this error?