My virgin media package should’ve been installed on the 2 Dec 2024
My virgin media package should’ve been installed on the 2 Dec 2024. It is now the 30th Jan 2025 and I have had no WiFi in my property since. Additionally, I have had missed appointments when I’ve been guaranteed by phone agent that engineers would be sent out to install my service. I’m sick to death of the lack of openness from virgin media. I have no idea what happening. I understand delays can happen but 60 days later no service at all is unacceptable. I need answers from virgin media today I’ve had yet another appointment missed with no prior warning at all! I’ve raised complaints which have been open since mid-December which are still active despite promises from phone agents that they will be seen to ASAP. In all honesty I feel like every time I call to get any information I’m fed the same script each time by customer service agents who clearly have no idea what’s going on at all. I’m disgusted with how I have been treated and need advice with how I can escalate this.Contract mid-sold
Contacted Virgin as my contract was coming to an end. I wanted a bigger bundle but the offers were poor. Somehow got talked into taking out 1Gb broadband and 02 together for £64 per month. I was previously on an ok deal of about £30 for broadband per month. Since they issued the 1gb box I’ve had two engineers out to get it working and it’s still not providing speeds any better than what I previously paying for at half the price. On top of that 02 data is rubbish in my City and non existent at my place of work which I was also told was good. Somehow virgin don’t recognise this a breach of contract. Worse yet the pods provided to get the previous broadband to work need upgrading to work with the 1Gb box which an agent admitted to me 3 months after contacting about a string of issues. The two engineers who visited got speeds to work of course on their apps while in the house only to drop to zero by magical misfortune after leaving. I’m outraged with Virgin Service robbing my account for poor service and as always they threaten debt collection if I suggest I’m leaving due to pathetic service unless I pay a massive fee to end their contract.House Move Cut Me Off Early
I told them I want the internet moving on the 3rd, they assured me the internet would be fine and working until I move house, and my ex has ordered virgin to be installed a few days before just incase. HOWEVER, Midnight has just hit and you've disconnected me from the internet completely, my account is unmanageable because you've changed all my details to a new account (my volt boost had better still be there). I made it totally clear about needing internet, and the staff reassured me time and time again (why do I ever listen to virgin media). I don't want to have to call, I want it on tomorrow morning. First thing. As for the "New Account" you've given me, it flashes up with a £150 bill before showing "Preparing your property for installation". Well, I wasn't told there was a service move cost or installation cost. I kept with Virgin Media because it was the easiest solution, but you're making it very difficult playing these stupid games, and if it carries on I'll be gone to BT, I'm not even in Contract atm.... and if your staffs signed me up to a new one, then nope cos I never signed or agree'd to one. Honestly this is utterly shocking. EDIT: I've just read elsewhere on the forum that there's a £20 self install cost for moving, which I was never made aware of, and reading up that's for a self install... my property has never had Virgin Media installed at it before, so I gather that's where the £150 has come from? Again, wasn't made aware there was a cost, so you can't be charging me, and if you insist on it I will just cancel my service right now.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?installation date keeps getting moved!
Hi all, as a newly joined customer (less than 72 hours) I have already become disillusioned in carrying on my custom with VM. I booked an engineer installation date for Friday the 26th April and this was confirmed via email. I then received a text to say that this has been postponed to the 6th May, which will subsequently leave me without an internet service. I have spent the best part of an hour and half on the phone and have been passed from pillow to post with the overseas team. I have been told twice that a 3rd party is due to visit the properly as part of the pre- installation service. They were due on 03.04.23. I have then called again today 05.03.23 and was told that pre installation date was rescheduled today. To my surprise, NOT, nobody has shown up. I don’t really want to have to cancel but I ready do not see any other option. can someone kindly look into this? thanks!Virgin Media Free Reward with sign up not recieved (43" LG Smart TV)
Hello, I'm wondering if anyone can help because I am getting nowhere at all and the past month has been Hellish! So I Signed up for a Promotional package in July 2022 which included a Free 43" LG Smart TV. My Activation Date was 2nd of August 2022. I have Still NOT recieved this free TV. I have been in touch Via Phonecall Multiple times. I have also been in touch Via WhatsApp chat on Several Occasions. I have been told to wait 72 hours, 3 days, 5 days, 14 days, 30 days, 42 days, 45 days, 80 day, 85 days and 90 days to recieve my TV. I am now on day 70 from Activation/installation day. I have had a query raised with "hardware Exceptions" on the 13th of September and told to wait 72 hours for a response. STILL NO RESPONSE TO DATE. A compliant was put in on the 15th September - NO RESPONSE TO DATE. A request was put in on the 25th September to the rewards team. NO RESPONSE. Finally on the 27th of September I recieved an Email from Virginmediarewards@exertis.co.uk stating my TV is due to be dispatched tomorrow (28th September) and I should recieve an Email from DHL with details regarding delivery. The email also stated to allow 72 hours for delivery. Problem solved right? Wrong! - Still no TV recieved, nobody on the phone or chats helps they just tell me to wait longer and longer next it will be 120 days! My mother got her TV with virgin media on a similar deal last year and delivery was the day after her first bill was paid!! I'm 2 bills in and still nothing!
