Promised 1 yr contract. Told it would be 'changed in the back end' - now nobody will confirm.
Hi :) In January, I took out a broadband contract with VM. Initially, I was told I could have a one year contract on the chat function. When I was ready to take out the contract, I phoned (many times - service was shocking) and eventually spoke to someone helpful. To add context, I went through a bit of bath and forth, because the previous tenant on my flat was refusing to cancel virgin and saying she still lived there. Anyway - because I had evidence of being promised a 1 year contract by the chat function (screenshots) the man on the phone discussed with his manager to see what could be done. Later that evening he called me back and officered me the one year deal with agreed upon pricing etc. He told me that it would appear as 18 months, but that it would be changed in the back end and would absolutely end in one year. He promised to send over written proof of this. However it's never appeared. I have emailed the contact I had multiple times and I've been ignored. I'm concerned virgin will just say I've made this up... but I had multiple call backs etc discussing it. My contract should end at the end of January, but in the account management section it says July 2026. I'm obviously not going to pay another 6 months because someone has lied to get a sale... Maybe I've been naive, but I didn't think that Virgin Media customer service reps were allowed to outright lie to you in this way to sell, and that I'd be left paying for it. Has anyone else experienced this?New Hub 3 - can connect to hub, but not to internet
Hello, I have a new Hub 3 set up. I'm able to connect my devices to it but it's not connecting to the internet - on all devices it says connected, no internet access. The light is a solid white (more of a pinkish-white but I don't think it's red) power light at the bottom, no other lights. I've called Virgin Media on every help line and I can't reach a human. The only advice I've received is reset or turn it off and on again, which I've done several times and it's not fixed it. Can I get some actual help, ASAP? Alternatively can someone help me get a technician here to fix this, because the website is not letting me book it (it's not detecting any problems even though there are). Thank you.Not honouring agreement and trying to leave
I signed a new contract in February renewing our deal with Virgin at a good price on the app, checked our next bill and it had doubled our price. Contacted Virgin to discuss this and they said the good price on the app was a glitch on their end and that they will no longer honour that contract. I am now trying to leave Virgin because the customer service has been awful to be kind about it. We have spent roughly about 10 hours on the phone trying to sort out the original deal and now leaving Virgin. We have had confirmation on the phone from two different people that there will not be a disconnection fee but this has still not been confirmed in writing and we left in limbo just trying to get out of a contract that Virgin will not honour. is there anyone out there who can help us leave without the promised disconnection fee? Has this happened to anyone else?Password reset link not received
I am unable to get through to anyone on the phone, no matter what option I select. The chat bot is AI nonsense and sends you in loops. The only promising thing offered was messaging on Whatsapp. No response or signs of receiving my messages. This is getting ridiculous quite frankly. I pay for a service and I am not receiving customer service. I have sent a reset link for my account password (not this account) and nothing has come through (FOR DAYS!). Sort it out VM.