Account no and area code details for new joined account.
Hi, i just recently joined Virgin media fibre. While sighing up, i accidentally put wrong email id. My device is received and activated but i dont know my account no. and area code. I tried calling customer care but they are of little help They corrected my email if but couldn't provide me with the details i need to register my device. VM community, Please suggest me what to do.Hub4 connection and can’t speak to anyone. Hung up on 3 times by the robot 🤷♂️
Anyone have connection issues in the Preston area this morning? We have our alarm connected over WiFi and as it’s died in the night now have no easy way to disarm it. Rang virgin 3 times and been hung up on saying they’ve sent a text but yet no text received and can’t get to a human! Anyone any ideas on how to get hold of a person at virgin media? Worst customer experience ever!Networking and WIFI Pods setup complaint
Right then, this has been a bit of a kerfuffle with Virgin Media, hasn't it? To make matters worse, I also work from home, and these ongoing issues have been directly impacting my ability to do my job effectively. On top of that, I've had to book time off work for engineer visits and to deal with these issues over the phone, and yet things still aren't being resolved. **we have previously used TP-Link Deco mesh networking, however we found that our £300 wifi setup didn't play well with the virgin equipment, and considering that wifi maxx is part of our plan i feel like we shouldn't have to buy third party equipment to use the network especially when as said its fully part of our plan. So, I'm reaching out here hoping someone can lend a hand. This all kicked off last month when my contract was nearing its end. Upon contacting retentions, I was offered the exact same package at three times the price, which I naturally declined. However, it seems a call centre agent went ahead and processed it anyway without my agreement. On the plus side, during that call, I did request a black WiFi Pod to replace one of my white Plume pods (and was told to call back for another once it arrived) and also a replacement hub, as we've been experiencing intermittent WiFi dropouts after power cuts, to rectify this we have to log into the GUI, and physically turn on the wifi almost as if the configuration was being reset. Understandably, I rang back rather frustrated and was put through to retentions again. This time, they offered me my original deal at a much more agreeable price, which I accepted. However, the advisor neglected to mention that agreeing to this new contract would cancel any pending orders on my account. at some point between this and my next call i got an email saying we are sorry to see you go and that they were sending me a returns kit for all my equipment. To make matters worse, this new contract wasn't applied to my account, and I was still being charged £90. Cue another round of calls and complaints which was difficult to get through to as all these ajustments on my account made it to where if i rang from my mobile number all i would get is the payment line telling me i owed them £290 and wouldnt connect me untill payment was made. so to sort this i litterally had to use my mates phone and bodge it through as the telecoms systems wont connect you if you 141 your number, which genuinely wasted about twelve hours of my time over three days! Eventually, they did manage to get the correct deal on my account. At this point, I was assured that despite all the previous issues, a Service Request Order (SRO) would be raised for an engineer to visit and for two black WiFi Pods to be ordered. We need these black pods for networking purposes as we have Ethernet in every room due to thick concrete walls, and we intend to wire them in. he also made several adjustments to my bill, as they had also neglected to tell me about paying a month forward which felt like them trying to scam me so i didn't accept the charged. The engineer who came was great and did improve our speeds on the gigabit line by replacing some cabling and a junction box. However, it hasn't resolved the WiFi issues. He mentioned he had the WiFi pods but not the power cables due to a shortage of equipment and that I would need to contact Virgin Media again to get them sorted. So, I waited until the 14th and got in touch. I spoke to support and requested the two black pods again. The advisor informed me that she could raise another SRO and get one black pod sent out, and I would need to wait until the first one arrived before calling back for the second. The package arrived today in a smaller box than expected, and you've probably guessed it – they've sent me another white pod! So now I have three single-port white WiFi pods that won't relay the signal, and I can't daisy-chain them into my network and a hub 5 that is reseting its self on power loss.... Could someone please help me sort this out? It seems like every time a request is made, there's a mix-up somewhere along the line, and it's now directly impacting my ability to work from home and costing me time off work to try and get it fixed. The virgin phone tree system also needs looking at as its genuinly next to impossible to get through to anyone i needed. [TLDR] Dealing with Virgin Media has been a frustrating and time-consuming experience, starting with an incorrect contract and leading to repeated errors with WiFi pod orders. Despite numerous calls, wasted time, and even taking time off work for an engineer visit, I'm now stuck with three incorrect white WiFi pods that don't meet my networking needs. I urgently need assistance in getting the correct black WiFi pods so I can resolve my ongoing WiFi issues, which are impacting my ability to work from home.bad experience of customer service
I'm writing to express my frustration regarding the poor customer service I've experienced not only over the past few days but also consistently over the last couple of years. Each Time I've contacted customer service to speak with a manager about on-going issues, I'm told that no managers are available. Frankly, this seems very unlikely and quite unacceptable. At present, we've had no internet or TV services for the past three days. An Engineer visited and confirmed the issue requires the Networking Team to repull a cable. He also stated this should be a straightforward fix - the cable simply needs to be attached to the wall, with no roadworks required. This is a brand new cable that has been broken and has only lasted 11 months. However, I've now been told we'll need to wait until the 29th for this issue to be resolved. Frankly, that is incredibly disappointing and deeply frustrating, being without service for two weeks is not something we can manage- this isn't just an inconvenience, its a major disruption to our daily lives. To add to this, the engineer has apparently attended site and nobody answered. However I have been in the house all day waiting for the Engineer. I have two children, and one of them has special needs. We rely on a stable internet connection to maintain her strict routine and access essential support services that help her manage day-to-day. Without it, we're left struggling- this situation is placing unnecessary stress on our family and affecting her well-being. I would appreciate it if this matter could be escalated and resolved as soon as possible please.Installation
I have tried calling the customer care support to report the issue and also arrange for a technician as early as possible or at least cancel the contract if the whole process is not going to work. I cannot be paying for something I am not using and the support is quite unresponsive. Please do reach out so I can cancel the contract at least before I am debited. I need the WiFi urgently and it's obvious virgin media is not going to work for me.Wifi Pods
I have been trying to contact VM about my Wifi PODS ceasing to function all of a sudden. I have checked the MAC address and it's registered to the new Hub appropriately. The light just pulses slowly constantly without connecting to the Hub. I have even mvoed the pod to a socket right next to the Hub, yet, nothing. I have been on hold with VM customer care for more than 30mins on multiple occasions over the past few days. VM chat also does return anything useful. Does anyone have another contact number for VM customer care? Or know how to order a new pod and/or additional pods?can’t make an account
When I set up my contract I never received an email or an account number or area reference. I then later recieved a text message from virgin telling me that my email address no longer existed so i had to register but I cannot make one due to having no account number or area reference. After about 30 mins on the phone about a month ago I managed to get through to an actual human and I explained my situation and was told that a letter would be sent to my address with a code to be able to set up my account over the phone. I still have not received this eventhough I was told i would receive the letter within a week. Also, my direct debit is no longer working to pay so I now have to make payments over the phone and I have to pay £7 more each time as they give me a late fee. I am so unhappy with my experience that has been ongoing for months.Frustrating Customer Service multiple years ago, and now I'm in arrears???
Hi. I hope there's someone here that can help me. A few years ago when I was a student, two of my friends and I had rooms in a student house. Most of the bills were included but internet wasn't, so we decided to go for Virgin Media for a year, despite only needing it for 9 months as that was the only contract option. I was the account holder, signing up with my email address. We all moved out, and I went to cancel the contract and disconnect it, happily sending the kit back to them and paying any early disconnection fees. I ended up being asked to speak to their customer service team over WhatsApp and happily explained the situation. I was moving to Manchester into a house where the landlord controlled and paid for the internet, included in the rent. This internet was also Virgin Media broadband and one of their more premium packages, so there was no need for me to have any sort of contract still. The chat was extremely frustrating, with the Customer Service Assistant repeatedly using different angles to ask me if I could keep my account. Each message took about 20 minutes to get a reply so it took hours. The conversation went something like this: "You still have 3 months! Are you sure you don't want us to transfer it to your new address?" "No that's honestly okay, my new place has a better version included from Virgin and the landlord pays for and manages it themselves. I would just like to cancel and can pay an early cancellation fee and send the equipment back" "I've just checked your new address and that version is much more expensive, are you sure you don't want to transfer this cheaper one?" "No, I'm not paying for the new one and its a shared house with it included, so please just cancel mine. I have no reason to need it anymore and would like to be out of the contract please". "You will have to pay an early cancellation fee" "That's fine, how much is it?" "Actually Luke our back office team will process regarding the service to the new address, so that you can use your own account" "I don't need it, please listen to me and cancel the contract, I have no need to pay for more Internet through my own account as I already have it through my landlord. Can I speak to a supervisor please?" "I understand Luke, are you moving to the new address permanently?" "Yes" "Have you got any friends or family that can take over the contract for you?" "No" "I understand that you may have already made up your mind , but would like to make sure that you are also not passing out an opportunity to re-negotiate your package with us." "I have no reason to have the package. As constantly explained. Please just disconnect me, I will be making a complaint if this continues" This then honestly continued for about another half an hour. Within the conversation I gave them my new address. Then, so many years later, I have checked my credit and although my credit score is absolutely fine, it mentioned me being in arrears. Now, looking back at the messaging with this customer service assistant, he did mention a cancellation fee but I never received a bill. I'd already moved house and didn't get an email or anything. He did mention it would cost £63 and I must have forgotten about it. My current problem is I've called Virgin, and now they can't access my account due to the security questions about about recent billing and there is none. They cant tell me what I owe, or anything. Despite telling them my new address in the above chat, because im not at the address I lived at in 2022, they can't send me a letter. It almost looks like my account has been closed but there's still an outstanding bill I'm unaware of. The lady on the phone said "well I can take a payment if you have an idea of how much you owe, but I can't tell you how much that is". I cant log into my account and trying to reset the password doesn't work. What? I apparently owe money, but virgin can't tell me what it is or get into my account. How do I know where the money is going, how much exactly to pay, if its going to actually pay off this mystery bill or not? It's just confusing. I would like to make a complaint as well because I have received nothing about this bill for years! Surely they still have some of my details if I owe them this money?? I haven't paid anything yet, but happy to do so if I've genuinely made an error. I just feel like the whole customer service aspect of all of my experience has been terrible. The confusion from which has potentially put me in arrears and affected my financials.New address not on Virgin Postcode Checker
Hello All I am about to move address and have been with Virgin for years. The new address does not exist on Virgin Medias check my availability function. Normally even if you can't get Virgin media your address still appears on the system which is where I think the issue lies. Had a look around the street and it looks like there are fibre lines laid down. There are around 100 addresses on the street in question and for some reason house numbers 1 - 21 (missing 22) 23 randomly 37 appear on the address checker and all have virgin media services available. 37 is less than 6 meters across the road from the address I am moving to. The estate is not a new build estate. It's been there for 30 years and I find it difficult to believe that when installing the fibre lines they just stopped halfway up the street. I have tried to contact customer service and all they did was try to cancel my account without actually listening to what the issue was and the question I was asking. If there is an admin or advisor or anyone who has had the same problem and had it resolved or at least looked at that can give any info I would greatly appreciate it.