New deal - billing issue
I agreed to a new deal on the 16th of january to pay £125 a month for the "same" package i was on but my HD sky sports was removed , i then contacted yeaterday the 26th and a gentleman named paul assured me he had fixed the "coding" and added my sky sports hd back and i would still be charged £125 a month as agreed on the 16th , woke up today to my bill of £205 ! Absolute disgrace and im unwell this is causing me great distress . Somebody please help resolve this or ill just have to cancel everything , i pay alot each month and have been with virgin for over 10 years but this is the final straw , many thanks [mod edit - title edited for clarity]Without broadband for 4 weeks and being constantly lied too from Virgin
We have now been without broadband for four weeks. To say our experience has been appalling is an understatement, I cannot express in words how shocking our treatment has been. We have been constantly and blatantly lied to by Virgin Media over and over again, promising that our broadband would be fixed, that engineers would attend and that we are a priority. It all started back on 15th May when we lost wifi. An engineer came out the day after but said he couldn’t fix it and arranged for a team to come out on Friday 17th May which did happen, after a couple of hours the engineer informed us that there was a blockage down the street and they couldn’t get the cable up to our property and that they would need council approval to dig to find the blockage so were told this would happen on the Monday 20th May or Tuesday 21st May. We received a text message from Virgin stating a team would be replacing our cable on Saturday 18th May, I confirmed this via phone call in which I was told they would arrive between 8am - 1pm. When they failed to come I called again and was told it could be up till 6pm. Again after waiting, no one turned up and after contacting the WhatsApp chat I was told I’d need to wait for a technician to call. On Sunday 19th May I received a text message stating our appointment had now been moved to Monday 20th May. After confirming this in the WhatsApp chat, I was told a Field Audit team would be out to visit and ‘get it sorted’ a team did appear on Tuesday 21st. I was working (dog walker) and did drive past my street and saw a virgin van at our property as well as council digging up the pavement further down. When I returned home, expecting the wifi to be back on, everyone had gone and we still had no wifi or any explanation as to why our broadband hadn’t been fixed. Again I contacted Virgin for an update and was told to wait for an update. I eventually received a text stating our appointment had been moved to Wednesday 22nd May, when no one appeared yet again on Wednesday I took to the chat service and was now told it would be the day after… And again we kept receiving text messages with appointments and each day I called or chatted with agents who assured me the work would be completed and we kept getting let down each time, completely in the dark as to what was happening with fixing our broadband… On Friday 24th a virgin van did come to our street and I finally thought we would have our broadband fixed, but the van parked down the end of our street and seemed to be working at another property. I took a walk down to speak with engineers who just so happened to be the same engineers that attended the previous Friday, they were surprised we hadn’t been connected and that they had no jobs for us in their diary. So as you can imagine this was extremely infuriating and I took to calling Virgin once again only to be told we now have an appointment booked on 10th June!! Over TWO WEEKS away… the girl on the phone agreed with me that this was an unacceptable time to wait but then recommend that we switch to a business account as we would have our broadband fixed quicker… I was told there were no difference in prices or service, just a case of changing the name from residential to business. As we were so desperate to just have our broadband fixed we were put through to Callum Bunn ‘Buisness Sales Executive’ who informed me that we had been misled and that switching to a business account would be more expensive, I would also loose my o2 double data and would also take 10 days to install. So we would just need to now wait until 10th June for our appointment. I did take to the chat service again on Saturday 25th May and was given a slightly closer date, 8th June between 8am - 1pm Yesterday we expected again, a team to attend to finally fix our broadband, I was again assured it would be fixed ‘at all costs’ I also called and was again reassured our broadband would be fixed and to expect the visit between 8am - 1pm. After 1pm when no one had turned up yet again I called and was told it could be up until 7pm. Again I stated my concerns that no one would attend and was again reassured a team would defiantly be there. 7pm came and went and I was not surprised that no one had turned up. It is now Sunday 9th June and we have had no correspondence as to what is happening. To be without broadband for this ridiculous amount of time has had a severe impact on my Wife and I. She is registered disabled and has severe mobility issues (which I have told Virgin about constantly) She has had to travel to her mothers to enable her to work, she is really struggling not only physically but also mentally. I was told that our situation would be escalated as high priority due to my Wife’s condition. I also run a business and require broadband, it’s been extremely difficult over the last four weeks. We are also loosing out on our paid subscription services such as Netflix, Prime, Disney+. Due to my Wife’s condition she enjoys online gaming, as do I and we have had no access to our PlayStation or Steam online gaming. Our house had a Ring security system which is down due to having no wifi, leaving us vulnerable and without evidence if anything were to happen. Our reptile tanks also have smart plugs which turn on and off at certain times, we have had to do this manually. We rely heavily on our broadband and feel deeply hurt and appalled at the way we have been treated since our broadband has been off. Being constantly lied too by agents, kept in the dark about what is going on, getting our hopes up when there is obviously no intention of fixing our issue. I will be seeking substantial compensation not only for loss of service but for the major inconvenience and also for loss of other services which we cannot access thanks to Virgin's incompetence. I will also be taking my complaint to the regulator or ombudsman as I feel this is such a serious issue.Trying to leave VM keep getting lied to....
After 20+ Years with NTL/Virgin Media they put the price up too far so we finally decided to leave. My wife (the account holder) contacted VM on the 19th March to arrange disconnection because of the steep price increases. Usually she can "negotiate" a reduction with VM's disconnection people but the best their reps would offer her was £40 despite VM offering the same package to new customers for £26, this smarts a bit as we have been a loyal customer of VM/NTL for more than 25 years. So my wife rang and spoke to VM rep Michael at 13.33 on the 19th March and said we were leaving and he gave her a service end date of the 18th April. He said he would arrange the disconnection of our TV and Broadband starting from the 19th march but said that as we were taking our landline number to our new ISP (Vodafone) that that the landline part of our service couldn't be cancelled straight away we would have to wait for the "port" of the number to our new ISP to be complete, this was completed on the 9th April, 01633 66**** (previously an NTL number) is now on working on our new Vodafone service and Vodafone are billing us for it as well as VM! She subsequently received an email from VM on the 20th March to say her *new monthly bundle cost would be £19.00* and that her next bill would be generated on the 18th April. The email also said: "Your new package now includes: No New services have been added We've removed: TV: TiVo Monthly Fee - Mixit TV Broadband: Volt M250 Broadband" This made good sense up to this point. On the 23rd March my wife gets another email from VM saying her new monthly bundle cost is £57.60 and that our "New" package is TV: Mixit TV & Phone Talk Weekends - Line Rental ? So having agreed to one price (£19) VM simply Jack it up to £57? now it make no sense and smacks of sharp business practice. To confirm my wife rang VM's call centre and was told our last bill would be £57.00 not the £19.00 as originally agreed with VM representative Michael on the 19th March. Rang VM's call centre again and spoke to "Ryan" who said he couldn't tell her what her final bill will be "the system" wouldn't show him the bill because of the way the disconnection was done? and that she would have to wait for the email bill in about a months time? So my good lady is fairly fed up with this at this point and raised a complaint through VM's portal, their response was contact the "customer retention team" so.... She contacted VM's "customer retention team" and spoke to their representative "Maika" at 11:05 on the 12th April. Maika confirmed that our landline 01633 66**** was successfully physically ported to Vodafone on the 9th April, I can confirm the line is now working on the Vodafone network and that Vodafone are currently billing us for this service. Maika said that Virgin Media's telephone number "Export Order" would take seven days to complete from the physical port date of 9th April giving a completion date of 16th April 2024, she also said I would get a bill then. Maika's Call Reference Number: FOR0033175713. Maika went on to say that the 30 day termination notice would start from the 9th April for *ALL* our VM services? All this despite being given assurance by VM representative "Michael" on the 19th March 2024 that the 30 day notice for the Broadband & TV elements of my contract would start on the date of my conversation with him giving a cessation date for these elements of the 18th April 2024. It gets worse...... New bill from VM received Fri, 19 Apr 2024 at 7:26 "Your bill £62.95 Bill date: 18 April 2024 Payment date: 7 May 2024 You've chosen to pay your bill by Direct Debit. We will request £62.95 from your bank or building society on or immediately after 7 May 2024. About this month's bill... Let us break it down for you Package changes: £0.73 You've made some changes since your last bill. To view your latest package and see a full breakdown of what has been added / removed, please use the red 'view this bill' button above to sign in to My Virgin Media. Your package: £62.22 As you've made some changes since your last bill, this value might look a little different to last month. If you've added a service or changed your bundle, those changes will be reflected in this amount. Your package includes your standard monthly bundle / package cost, plus any promotions and discounts applied. This month they cover your advanced month from 16 April. Owed from last month: £0.00 Your Virgin Media account is up to date, thank you." Other than the cancellation my wife hasn't made any package changes as noted in this VM's email and the bill amount is not that agreed with their representative Michael on the 19th March 2024.. But It gets worse still..... Out of the blue my wife then gets a "Whatsapp" message from VM: (Edited as it's rather long but a complete transcript is available) 19/04/2024, 16:42 - Virgin Media: Hi N*******, this is Virgin Media O2. We noticed that you have an open complaint on your account C-0904*******. ........................... 19/04/2024, 18:35 - Virgin Media: N******, Thank you for clearing the security on the account, and I really appreciate your patience. I understand that you are worried about the final bill, as you spoke in March about disconnection and were informed that on April 19, your account will be disconnected and the final bill will be 19.00 GBP. Still, your account was not disconnected, and you were informed that your account will be disconnected on May 15, and then your bill will be 62.00 GBP and you will get a refund of 18.00 GBP on your account. Please allow me to check on the account, and be assured that I am looking into the complaint right now to help you with a resolution. Kindly stay connected. It might take some time. 19/04/2024, 18:36 - N*******: Ok Im not going anywhere until I get a resolution to this fiasco 19/04/2024, 18:52 - Virgin Media: N******, Thank you for your patience, and I really appreciate your patience. I am sorry that it took me time to receive your complaint and account. I understand that you contacted me in March to request disconnection. However, only a homephone switchover request was taken, not the complete account. I am really sorry for that. I am taking ownership to make sure that your disconnection date is getting disconnected early and you will not receive the bill for 62.95 GBP on your account. As I have provided you with the resolution, I will close the complaint........ 19/04/2024, 18:57 - N******: Can you tell me my disconnection date? will it revert to the originally agreed 18th April? 19/04/2024, 19:00 - Virgin Media: N******, Not to worry, as your account should get disconnected on April 18; hence, April 18 is already passed, so your account will be disconnected tomorrow. And as you are requesting an email confirmation, we will make sure that you receive an email confirmation with the disconnection date, which will be tomorrow. Needless to say no email was received and the "closing bill still shows: You can't deal with people like this saying one thing and then doing something different and then just blatantly lying to fob you off so they can close a complaint. Disgusting shoddy behaviour. Where can we go from here?Cancelled Broadband within Cooling off Period, still trying to charge!
Hi all! I had fibre broadband installed on 6/3/24. I called customer services to cancel the service on 19/3/24, which was within the cooling off period (just!). I had several complaints regarding the service I received within that period! • Being lied to by 3 different agents re: hardware order - was never ordered nor expedited as a priority order as promised. • agent providing wrong information that a cancellation charge for the 24mth contract would apply, eventually she hung up on me! • it took 6hrs and 7 different agents to actually get the contract cancelled 🤯 Now telling me I have a ‘discounted’ final bill…My understanding is that the cancellation should have been immediate and there would be no charges applicable; the cancelling agent confirmed everything was zeroed. However, the email confirmation I have received states that the cancellation will be completed today 26/03/24, which it was. I am not sure why there was an 7day period before disconnection? Is it so Virgin can charge me when I've cancelled the service! Has this cancellation been processed correctly by Virgin Media? My app shows a bill for £93.99, I was told today I owe £43.43…why am I to pay this?
