No trace of engineer appointment - fire damage to external cable, no internet etc
A fire next door yesterday melted my virgin cable to the property (and my neighbours above). I called Virgin to request the cable be replaced and explained it was melted by said fire. The customer service agent asked me if I was having a nice day, no I replied, 20 foot flames at my property and potential loss of my home meant I was not having a nice day. He apologised, put me on hold a couple of times then told me he had booked a tech to come out on Monday 18th August, afternoon - 1pm-6pm, to replace the external cable. It is essential I have the internet restored asap due to working from home and poor mobile signal which also leaves me feeling vulnerable in an emergency. I cannot find any trace of this appointment on the app or website and did not receive any confirmation by email or text. Is this usual? And if it is booked will the cable be replaced? The agent didn't understand much of what I was saying and I'm not convinced he understood the issue. My worry is that even if someone does turn up the job won't be completed for weeks. I am praying Virgin will be as helpful as Cadent who turned up swiftly to deal with a gas leak caused by the fire, replaced gas cabling and tested our boilers on the spot!Contract Renewal Chaos
I have a broadband contract which will expire on 5 Sep, the current amount is £30.1. On 30 Jul, I received an email from VM inviting me for a renewal. I followed the link in the email, accepted an offer which is a continuity of my existing contract with the same amount £30.1 initially, and then increased yearly. After accepting the offer, I received an email with the contract documents (2 pdf files), and another email with an order summary. The information of both emails are inline with what I agreed. On 1 Aug, I received another email from VM which stated my monthly cost is now £51.11, and the next bill will be £37.2. On 2 Aug, in view of these contrasting information, I had a conversation with the Whatsapp support team of VM. They explained to me that online contract renewals are by another team and they won't show on the system until after 14 days, then advised me to check with them again on 13 or 14 Aug. On 5 Aug, I received yet another email from VM stating my package amount is now £40.31, and the next bill will be £35.52. Based on the advice from the conversation on 2 Aug, I decided to wait until 14 Aug to ask again. On 14 Aug, I had another conversation with the Whatsapp support team. While they were helpful, they told me that there was a problem with their "package change tool" at that time, and there was little they could see and do. I am tired about the situation and having to repeat the whole story with the Whatsapp support team again. Would a responsible person from VM please contact me to clarify the matter.Broken account.
My Virgin Media account is broken; it does not let me make any changes. I have tried the website, app, a different browser. It makes no difference. Anytime I try to make a change, it says "Sorry! You are not eligible for this particular offer. Unfortunately you have missed out on this offer but we have plenty of other offerings that you could be interested in." It does not matter if I am trying to upgrade my broadband speed, upgrade TV, manage My Flex Plan, upgrade to Volt etc, no matter what I try it redirects to the following URL and gives the above error. https://www.virginmedia.com/support/help/change-my-package/my-current-package/offers I recently contracted (had the same issue beforehand) and spent quite a while on the phone trying to get this sorted out, but nobody could help me with the issue. At the time, I didn't realise the problems with changing the My Flex Plan, so I figured that while I did want to upgrade to 2Gbps internet, I would stay on the 1Gbps as it wasn't worth the hassle. Something needs to be done to fix my account, and nobody on the phone was able to help, so where do I go from here? I don't care if the account needs to be deleted and set up again, something needs to be done as it can't be left like this!Early cancellation fees
We have just sold our house and obviously had to cancel our virgin tv and broadband contract. We have now received a substantial bill for cancelling. However we have bought a new house and would want to go back to Virgin once we move in. could we transfer our account to the new house once we move in? we were never told about an early cancellation fee when joining Virgin media and now shocked to receive this bill especially after cancelling our account with an AI Bot and not speaking to a human being. any help is appreciatedBill credits not added as promised
When we signed up to Virgin a few months ago, via a representative, we were promised that we would have bill credits applied to our account to cover our first two months (to help offset cancelling our EE contract early.) These credits have not been applied and we have had two bills from Virgin. I have email evidence about the promised bill credits from the salesmen. I also know his name and have his work number. I have reached out directly to the salesman several times. One time he said the credits had been applied when they hadn’t, then he said he needs to wait for his manager to come back from leave. I have all the text messages. My next bill came today and the credits have not been applied. What do people suggest is my next step please?Newly installed hub red light
I’ve recently had a hub5x installed, unfortunately right as my engineer arrived I had a power cut. The engineer still installed my connection point and plugged everything in but that’s all he was able to do, he wasn’t able to get me connected. Once the power came back on, the hub was flashing red, I’ve tried absolutely everything, I’ve unplugged and plugged back in (including starting from scratch with all the cables), I’ve checked for problems in the area - there shouldn’t be any, I’ve used the reset button all resulting in the same flashing red light. Not sure what more I can do myselfUnknown charges again
Hi everyone, I’m looking for a bit of help and advice please, my monthly bill is £67:72. About 4 Months ago for some reason virgin added 2 extra packages on my bill and it was taken from my bank account, then the following month I had a credit for the whole amount. I was a bit annoyed but thought they realised there mistake and sorted it. To be be on the safe side I decided to cancel my direct debit and pay it manually thank god I did as now they have added 2 more packages to my account and want £260. I’ve tried calling and talking to them on the live chat but getting no where.. over now had my account suspended I just don’t know what to do from here??I would like to cancel the TV side of my package as it hasn’t been very good
I currently have broadband and TV with Virgin. The broadband is brilliant but the TV isn’t very good. I’m looking to go to another provider to get my TV so would like to cancel the Tv side of the package. i have spoke to Virgin and been told numerous things. I am able to cancel the Tv side of the package with no cancellation fee as I still have the internet with them. The internet would be £72 on its own but after the 30 days notice I should be able to call back and get discount to knock the price down. I can cancel but there would be a cancellation fee and the internet price would be £75 and it will have to stay at that until the end of the contract. Can someone please explain in clear terms what is what?Damage to non Virgin account holders house!
My girlfriend (who isn’t a Virgin customer) came home to find Virgin had ran a cable up her outside wall and round two sides of her house to get broadband to her next door neighbours!! im having a nightmare trying to speak to someone at Virgin to remove this!!! can anyone help??App issue
Getting the message when trying to log into the app saying account is linked to another email address. It’s not. I am a new user and was told via email I needed to set up the app. I am new to virgin. I have no other email addresses so no idea why it’s saying this! Very frustrating!! How do I resolve this and why isn’t there a resolution on here as it seems to be a know issue!
