pre-installation problems
I'm trying to get connected to Virgin fibre broadband for the first time. 18 months ago I tried to switch to Virgin when they put their fibre lines in my road. However, they'd put the access 'port' (not sure what you call this?) in the pavement just outside my garden, but in the wrong place. Two different pre-installation teams turned up - the first said they'd need the access port moving and would put in a request. I heard absolutely nothing back, then a week later the second team arrived and, without letting me know they were there, they proceeded to fix the box on the house and then run the fibre cable from the access port to the box - 6 inches above ground level where it was a major trip hazard and straight through the centre of a large spiky rose bush!! I had to tell them to take the cable down immediately and get their boss to ring me. No one did, so my only option was to cancel the whole thing. I do want to try again with Virgin, as it may be a very long time before any other company can put us on full fibre. But I've been told that if the outside cable isn't in place the engineer for the indoors part of the installation won't be able to do it. As that enginee is booked for 5 days time, one day before our current broadband contract runs out and as I work from home and can't risk being without internet access, it's looking increasingly likely we will have to cancel and forget about Virgin yet again. I've tried ringing the helpline number and every time I've been told "they're scheduled to come today". The helpline operators don't have a means of contacting the installers except by email, which thye have done for me, but still no contact about this issue.Wrong contract date end
I am looking for support from other members or ideally a Virgin team member who can help. I started my 18 month contract in April 2024 due to end in October 2025. I moved house in this period and it seems as I moved house they restarted my 18 month contract from my moving date instead of continuing my initial contract. I also had a promotional offer running from April and this expired in October yet I am still locked into the same contract which is now charging me double as the promotion has expired. I should not be in this contract any longer and it is due to run until Feb 2026 meaning I am supposed to pay double for 6 months and I cannot leave early without an early disconnection fee. I have tried to contact live chat and I have raised complaints which were initially responded to until I pointed out they made an admin error and then they just tried to shove a new 2 year contract in my face without reimbursement for the last couple of months.Order not linking to account
I’ve discussed this issue before but it remains unresolved. My broadband order isn’t linking to my Virgin Media account so I can’t track my parcel, view contracts or access billing. Every time I try to click on tracking or anything in the My Virgin Media app it simply says “oops, it’s not you it’s us.” Can this be resolved please ASAP as this issue was raised 2 weeks ago.VM is Shameful
For the past 4 months I've been getting disconnected from the Internet around 9-17 time per month, this month alone I have been disconnected 10 times and I raised an issue with them about it and they tried to mug me off suggesting £5 off my bill which is insulting, however I have recently found out that i am within my rights to cancel early without paying the early disconnect fee as is my right according to consumer rights unless something can be done to fix this mess of rubbish that keeps occurring, I am paying for Internet not some funky flashing red box is anyone else getting the same issues of constant disconnections multiple times per week, per month?Cant Pay My Bill
I've lodged 2 complaints and have been trying to talk to a person for over a week. I cannot pay my bills because the account logs me in to my old house details and final bill. I am being threatened by VM to cut off my services and have late fees on my account I need to talk to some-one to be able to sort this out because i am stuck in a loop and as soon as my internet is cut off i have no chance worst customer service i have ever experienced currentlyI can't access my 'Online Security' on the 'Account Settings' page
I need to access my online security settings however I just keep getting the same error message. "Oops, looks like something's gone wrong on our side. Please try again" I have tried on multiple web browsers on my pc and mobile. I have also tried on the virgin app and the same error occurs. https://www.virginmedia.com/myvmo2/account-settings/security - This is the page I have been trying to access but can't. Please get it sorted.£50 voucher???
I signed up using your student deal and supposed to receive a £50 just eat voucher?? Services have been active since the start of October and i haven’t received anything??? My partner was previously a virgin customer, we left and used another provider for a few years and i have signed up again and im disappointed in not receiving it :(