Changing email for MyVM
I've been trying to change the email I use to log in to MyVM but it either takes a long time to send the email to verify or never sends at all. And when I do get the email to verify, it just says the link has expired and to try sending the email again. It won't let me modify or upgrade my package until this is fixed, and it's getting frustrating now. Any thing I'm missing here to get this to work? ThanksNo return kit - is cancellation still happening?
I arranged to cancel my services and have Virgin send me the return kit to another address. This was all verbally confirmed to me but I haven't had very much information over email (although I do seem to have a final bill). It was arranged to happen today, with the return kit arriving before today, but I haven't received the promised return kit. This is a failure on Virgin's part but I am terrified this will lock me into to some arrangement and I won't be able to leave without damaging my credit. What can I do to rectify this ASAP?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!Unable to register for an online account
I'm unable to register for a my new virgin media account as it doesn't recognise my details I see this is a common issue and telephone support are unable to help, and that Virgin Media employees on the forum have been able to rectify problems. Please could I get help to resolve this issue thanksIncorrect email used for broadband order
Hello, I have just ordered VM broadband, and unfortunetly had some spelling errors in the email I used for the broadband order. I need to get my email updated, as the welcome email, copy of my contract and any other communications are going to an email that I can't access. Can anyone help me with this? I have my order number and can answer any other queries related to my order if required.Appointments
Signed up for virgin media on the 1st of May. The first appointment was on the 16th May. Installation date was ‘delayed’ and changed to 5th of June. Then no communication at all regarding the missed appointment. Spoke to someone on the web chat feature and they said it was cancelled because of permissions from the council? Then they said prepull works will happen on the 9th with no further explanation. It is now the 9th of June and currently 19:55. No one has turned up and no communication has been given from virgin media. I also don’t understand why extra works need to be done when my neighbours also have virgin media. So why is it such a hassle to set it up for me. Can Someone from virgin media please help and get this sorted out. There is currently no communication from virgin media and I am stuck without WiFi.Ongoing Broadband Contract and service Issues
Hi. So back in March i renewed my contract (regrettably) for just broadband. Since then we have had 5+ call outs with technicians, all wires from the cab to house replaced and still experiencing issues. However. That is the last issue on the list, i’ve just requested my SAR information as i’ve reached my wits end of being constantly lied to by customer service. When i renewed they moved us onto a 500mb package for £37 for 18months, which i was ok with. The received my first bill for £40 and no sign of the rolling £3 credit i was promised on the phone. When i spoke/web chat with someone i was then promised 1gb for the same price of £37, and they changed my contract to 24months although it was explicit that i agreed to 18months, they told me multiple times this would be fixed, and ofcourse it never has been. I then get a new bill today saying i owe £16.01 that was not paid in my last bill!!! Again i was told by two different agents last month that i was due to pay the discounted £23.99 as they were crediting. my account due to all the hassle and the poor service we are receiving. I’ll be honest i’m not sure where to go with this as it’s been stressful to say the least and all stemming from a poor service we are receiving, i can’t deal with just constantly agents saying they are going to fix something to get you off the phone and not following through. What’s the legal stand point on this, as i feel Virgin have breached the contract several times. Any help and advice on this would be appreciated? ThanksTrying to change direct debit details, unpaid payment issue
Hello, I will keep it brief. I am trying to change my direct debit details but running into issues. I keep all of my payments up to date however Virgin Media have said that "There’s an unpaid balance on your account." that needs to be paid before I change my direct debit details. Would this be for the month before service? Anyway, I did that and I am still being asked to pay again for the same billing date. Can anyone help? It's becoming very frustrating and I don't want to be charged twice Thank you
