Unable to view bills
Hi, for quite some time now I've been unable to access my bills. I've tried every day for weeks. Here's what happens. Select Billing and payments | View your bill | Broadband, TV and landline which takes me back to: Select Billing and payments; and so on and so on in a continuous loop. It is the same on any device, phone, tablet, Desktop PC either using the website or via the app or the link in the original email inviting me to look at my bill (which was different to usual). Very frustrating, please fix and advise. Jef
Free TV Offer, not received
I have seen several posts about this but it seems the only way to actually receive the promised free gift is to complain, complain, complain Installation date 26th July - and as yet, no TV, or even any idea when it will be sent I have made 4 complaints, and been told another team will handle it and respond in 72hours. Not had a single piece of contact from them! This is basically a scam, i'd be interested to hear from anyone who actually received there free TV without complaining and on time....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!
Moving Hub
I would like to move my hub to the opposite side of my living room. It is currently about 3 meters away from the cable entry point. I would like to move it next to the entry point so just need to get a short cable to replace the long cable that was originally installed. Can I purchase a new short cable for this ?Cannot get through to any customer support
I would be really grateful if someone could give me an email address for customer support. I have set out the problem in detail below but in terms of contacting Virgin: I cannot clear security for live chat. I am not sure why - I have given them all the correct information; Live Chat tell me to call "0345 454 1111 from any other phone. Please select option 1, then option 4, followed by option 1" but when I call I am not given any number options; and The complaint form online does not work - I get the sense from the messages on this forum that this is a permanent issue? I tried to set out the problem in more detail but the post was rejected. Will try in replies.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 - Chloe
