Netflix Account hacked and locked (Linked to Virgin Media Subscription)
I pay for my Netflix account as part of my Virgin Media subscription / package. My Netflix account has been hacked and the hacker has changed my email address to log into Netflix. If I try to log into Netflix with my email address, it says the account doesn't exist. When I access the Netflix app via Virgin Media on my TV, it is pin protected and the home screen is in a different language. I've tried everything to reset the account etc and I'm hitting a brick wall as it seems everything has been changed. Can anyone assist?Aklamio is a scam.
Hi, I recently joined Virgin Media on a referral from a friend. He and I both signed up to the Aklamio rewards, both received our confirmation e-mails but no reward was ever paid. I have spoken to Aklamio and they are claiming, despite my sending them the confirmation e-mail of the reward registration and all pertinent details, that no registration was ever made. I have seen many folks on these forums with the same issue so it should be known to Virgin that they are, in fact, working with a scam company. It's a particularly bad image to work hand in hand with a company openly committing fraud against your customers.Contract upgrade issues
Our contract is up on the 30th December. We signed up and the intial 18 month deal is coming to an end. On the 27th November we logged into our account on the Virgin Media website and checked out the "upgrade deals for you". We saw one for 1gig broadband for £41.12 per month, just over £5 a month more than what we are currently paying. We went through the order and received pre contract documents and we told to receive a new hub and the new contract would start within 7-10 days. We've not heard a single thing since. There's no orders on our account and a few days ago I contacted the live chat team and over the course of TWO HOURS was told it can take up to 15 days for orders to be processed. A couple of days ago we received a bill for nearly £68, as our initial contract would be carrying on. TOTALLY UNACCEPTABLE AS WE HAD ALREADY SIGNED UP TO UPGRADE! Today I have got back onto the live chat and been called 'Richard' which shows that my messages aren't being read, my problem is t being dealt with and to add even more insult have been told that the best deal we can get is £51 a month. When the one we signed up for was £41.12. ABSOLUTELY UNACCEPTABLE!Scam by VirginMedia, Lied on call and applied an unwanted package in the name of moving
I have been using Virgin Media for over 18 months. I took an 18 months contract which was supposed to complete in April 2024. On March 1, I requested them to move my services from my old rented house to my new house. The customer service agent said that moving requires here to take some actions internally which will generate a dummy contract for the sake of move and I should ignore it. It sounded suspicious to me so I double checked that I don't want a new contract but just the move. The agent actually generated the new contract and move was successful. After that I got a new bill with double the amount as monthly charge and I called them back. I am not sure if their customer service agents actually does not understand the things or they act like they didn't understood, they first denied and when I asked to speak with their manager who had more details, they agreed it was a mistake and the new contract will be cancelled. Guess what, I again trusted them and to my surprise, next month I got the same bill. I called them again and they said it takes 20 working days for the contract to get cancelled completely. I waited for a month but the problem continues. Fast forward, couple more months, still the same issue, nobody is ready to look into it. It seems they just scam people of their hard earned money and force them into contracts. I guess VirginMedia can do better.Equipment return scam?
So I finally managed to cancel my contract (after hours being transferred on the phone) and was told I would need to return my equipment so Virgin would send me a returns kit to do so. I was warned I would be charged £40 if the package wasn’t received within 30 days. I waited the advised 10 working days for the returns package to arrive - nothing. Waited another 2 days - nothing. Reordered the returns kit on the phone - “no worries, we will send one out within 3 working days” - never arrived. Reordered a second time online - never arrived. Now I can’t officially complain to virgin as I am no longer an “active customer” since my account was disconnected the same day they charged me, convenient right? Am I truely expected to pay £40 for this? Seems like a big scam to me.Missold by door rep
I spoke with a virgin sales rep who came to my door. I agreed a deal for 500 Broadband with Mega TV with sky sports & movies! Why? Because he said id get it for £51/£52 a month! Alas, 2 days later i get a text with a document that says i'll get broadband with just standard tv for £39.99... i then discover its another £53 to add sports & movies... So ive been missold / passed around call centers & told sky im leaving...for nothing? How do i cancel the install or get the deal i was promised? I have the lads name / number & contact card. Thanks!New Customer: Mis-sold services and contract problems.
I am a new customer to Virgin Media and need some help and advice please. I have spent about 5 hours typing this through my iPhone, to try and explain my situation, out of desperation. Previously I had all services (broadband, landline, television, multi room, UHD, Netflix etc) with Sky, but experienced problems with my copper line broadband connection and max speed. Unfortunately, Sky were unable to upgrade me to full fibre broadband, so I considered an equivalent service provision from Virgin Media. I was phoned by a very enthusiastic Virgin Media sales agent, who started by asking me all about my current Sky package, cost etc. To summarise the conversation, he promised to match my existing Sky products and services whilst also offering to transfer me onto a full-fibre broadband internet connection. Also, as an existing O2 customer with a SIM card under an existing contract, he explained that I would be eligible for the respective Volt benefits (which provided a cost saving and was appealing to me). Because the cost to me for Virgin Media broadband and television services (if I enter an 18 month contract) was equivalent, but offering a new full-fibre broadband connection, I requested the install of full-fibre broadband and initially signed up to Virgin Media. Problem 1: When providing my personal details to the sales person over the phone, the agent asked me for a 2nd ‘backup’ email. I only have one personal email address (which I have used for about 20 years), and was forced to provide my work email in order to proceed. The agent assured me that the work email address WOULD NOT be utilised for any correspondence. The following day, I arrived at work and found multiple emails from both Virgin Media and O2 (which is inappropriate and in contradiction with what he had assured me). Furthermore, my employer would not be impressed. Problem 2: A brand new O2 SIM card arrived at my home in the post and a new direct debit was set up to immediately pay O2. After about six weeks, I discovered that the agent had signed me into a NEW ADDITIONAL 18 month mobile phone contract with O2. I did not require this contract because I am already an O2 customer with a contract in place. I spent many days trying to sort this out with O2 via both web chat and over the telephone. In the end, I had to drive an hour to my nearest city which had an O2 store, to explain the mistake in person and appeal to have that superfluous contract cancelled. I had never installed that SIM card into any mobile phone, nor activated it in any way, but I had already been billed £50 from my bank via direct debit. This never got refunded, however they did remove me from the contract and credited the remainder of the exit fee. It would appear that the reason the sales person required my second email address, was because his system recognised that I had an existing O2 mobile phone contract and he wanted to justify signing up a new customer to receive a commission. Problem 3: The Virgin Media engineer arrived at my house approx 7 or 8 weeks after my initial phone call and agreement to install my new full-fibre broadband and television services. (The new fibre optic cable needed to be buried under my concrete drive, so third party installers needed to do their part first). Immediately the engineer identified an unforeseen issue. The virgin media television service / package WAS NOT a like-for-like replacement of my sky package because; 1: Virgin Media television service will only serve three televisions (and not 5 as I currently have installed with sky multi room) so two of my televisions will loose connectivity if I proceed. 2: Every one of the three Virgin media television set top boxes would require the installation of a physical cable from the fibre optic hub to the box, which would need to be tacked along skirting boards inside my recently decorated house. Again, this is not a like-for-like upgrade of my Sky Q package, which serves my five televisions wirelessly via Sky mini boxes. We discussed the matter, the disappointment and frustration. The engineer called his supervisor for guidance on how to proceed. It was agreed by all parties that the order would be split from this point. The Virgin Media television service would be removed from the contract, and they would proceed with the installation of the full-fibre broadband. I would continue to receive my television service through a renewed Sky contract, which I have now entered into. I initially had concerns and questions about my Virgin Media contract and my future billing, and was reassured (by the engineer) that his supervisor is a good man who knows what he is talking about. The engineer told me that this is a very common situation, and it is frustrating to the engineers that television services are mis-sold as ‘like-for-like’ by over-enthusiastic telephone sales representatives who stand to receive commissions based on the quantity and values of sales achieved. In response to my billing concerns, the Virgin Media supervisor told the engineer to assure me that the full-fibre broadband would be cheaper, faster and more reliable than the Sky equivalent and that I would be contacted later that day to sort out my revised contract. Eventually I was happy to proceed with the installation of the Full Fibre broadband under these assurances, which were given directly from Virgin Media, the drilling and installation of my new broadband hub commenced. My broadband hub has been installed and activated and appears to be working well. Problem 4: I did not receive a phone call as promised to discuss my billing or my contract. I tried to find a phone number to contact Virgin Media, but all support requests via the internet page state that ‘95% of issues can be resolved using online resources’. I cannot understate the amount of hours I have spent on the Virgin Media website trying to find a help page or article explaining where I can amend my account or my contract under these circumstances. The site keeps sending you in circles back to the same pages. The hours of trying turned into days and now over a week. The live chat kept disconnecting and had me on hold for hours, sat at my computer waiting for an agent to be connected. The chat bots were of no help with my situation. I eventually found and phoned a customer service number and spoke to a person. After explaining the situation, they asked me for my account password. I don’t have one. I was told that this would have been provided initially when I set up my contract with the over enthusiastic sales person. I am certain that I did not provide such a password, because I would have written it down! I was told not to worry, that I can log into my account and reset this. I was given instructions on how to do this and the phone call terminated. Problem 5: When I log onto my Virgin Media account, the page is blank. I do not have the options available to me as described, so am unable to set an account password. Hours were spent and multiple explanations of my situation provided to Virgin Media agents to try and get my account access activated. More days wasted. Problem 6: I have installed the Virgin Media app on my phone and logged into my account. This shows me on the front page that £134.99 is soon due to be taken from my bank account by direct debit. This is way more than the monthly contract for broadband, television and landline that I was originally quoted. When I click on the page to show me my bill breakdown, I get an error saying ‘Oops, Something’s gone wrong…’ This whole experience has started to cause me a great deal of stress and anxiety. I am literally loosing sleep due to this situation and the inability to actually speak with a Virgin Media agent who can get my contract sorted. I managed to eventually find a phone number which put me through to another Virgin Media person to speak with, and they spoke and understood English. At this point I literally broke down into tears with the stress, upset and worry. I explained my whole situation and circumstance to them and they were very patient and apparently helpful. This customer service (retentions) agent asked me to look on the Virgin Media website and select which broadband package I wish to take up as a new customer. I chose the M500 package on the introductory offer of £33 per month for an 18 month contract. The agent assured me that I was allegeable for this package as a new customer, and that he had applied it to my account and taken off the television and landline services. Problem 7: This agent has told me that although my Virgin Media App tells me that my first payment is going to be £134.99, I should not believe this. Apparently he has arranged it with ‘the back office’ to credit the difference and that for each subsequent month of the term of the contract (the brand new 18 month contract), a significant credit of the difference will be ‘automatically’ applied by the back office. I asked him to record notes of these assurances on my account, so that if there are any subsequent issues, the history of what has been agreed and arranged is clear to another Virgin Media agent. I asked for a new contract to be sent to me to reflect my selected product and terms. Problem 8: A revised contract was emailed to my work email address, which states the cost of my broadband will be £68 per month (not £33 as per the introductory offer for new customers). There was a button to click on the email which says ‘Let’s lock this agreement in’ and I have not clicked it because it is not the £33 that was agreed. In fact, the entire cost of all services including subscribing to the entire television service was only £7 more than this and I have since had to make alternative arrangements to receive my television through Sky. My current situation: 1: I have no confidence that I have a meaningful contract in place with Virgin Media for the provision of ‘M500 Broadband only’ for the introductory cost of £33 per month for 18 months, despite this being agreed and assured. They have not sent me a contract document which honours this. 2: The Virgin Media app tells me that I am going to be charged £134.99 for the first month, with no breakdown of the costs due to a failure on their website and application billing page. 3: When I called Virgin Media again to query the incorrect contract terms and shared my concerns, I was told not to worry because if they do take that amount from my account in error, that I am protected by my bank under a direct debit guarantee. 😳 In short, I would like my Virgin Media contract to stipulate the exacting agreed terms of service being provided, and the agreed cost per month. Only this would give me confidence of what payments will / should be taken from my bank account. What do I need to do to get this contract produced and sent to me? Why is this so difficult? Am I always going to experience difficulties with Virgin Media over the next 18 months of my contract? I am in my first month, and genuinely feel like I am being scammed by Virgin Media. If £134.99 is taken out of my bank this month in error, I will not have enough left to pay other bills regardless of any direct debit guarantee. It would still endure time, effort, worry and stress to get it retrospectively sorted. Virgin Media, PLEASE contact me and get my contract sorted. I do not feel comfortable with the words of your telephone agents who have promised me that ‘the back office will credit the difference’ every month. These are the people who set up a brand new mobile phone contract in my name which I did not require, who set the account up against my work email when they promised not to. And now they are promising to automatically credit money every month to my Virgin Media account, instead of issuing me with an accurate contract? Please, Please help.
Beware - Contracts/accounts nightmare - feel like i've been scammed
I cancelled my contract at the end of April and gave the 30 days notice before the price increase - called back by retentions what felt like only 10 minutes later. I had a really odd experience where they seemed to offer me the world including huge credits and I accepted. There were a few red flags I should have taken a step back for - such as asking me for a different name to set the account up, but the deal was just too good, they told me it was exactly the same as I had bar the loss of TNT. The other red flag was the sms i got after agreeing the contract saying i had a new telephone number 30 days later - i was on holiday and on the renewal date all the services died - all my smart home stuff went down but also i was told a new load of equipment had been sent out. Called up vm to see what was going on - this was my first of 4 cs agents i spoke to over the next few days. With the first agent she worked out what was going on and promised to get my old account reconnected temporarily to bring my old equipment back online and that she would call me back after 72 hours and confirm the new pricing. I let that time pass and none of the services came back online, i even got someone to restart my equipment just in case. I gave it an extra 24 hours and still nothing so i called up - got thru to Phil - explained exerything - was on for about 35 mins and he said he needed to pass it over to another team - I asked him to explain my case to the new agent coming on and he put me on hold for another 10 mins - new agent answered and nothing had been passed to her - she then passed me over to Lisa in Customer support. Lisa at this point informs me that the request to reconnect the old services had been refused - and the only real option was to continue on the new contract - but with a realisation that the new contract only had one tv box - not the 3 there should be, but she couldn't add them there and then. Lisa says she would call me back 48 hours later - she didn't. Got someone to install my router just to get services back on line. At the same time i start getting messages from o2 saying i'm in arrears by a month and they were limiting my services - i hadn't received a sim or a contract from o2. Cue an hour long phone call to 02, first guy just told me to cancel it - 2nd guy told me i shouldn't do that as it will affect my vm service speeds. Decided to stick at it as i need a sim anyway. Oh, and i got billed £17.99 by netflix thru paypal on the day the accounts changed over. All the above done on holiday - about 5 hours of calls from the USA. Get back this morning and decided to call vm to get the situation with the missing wifi pods and tv boxes sorted - on the phone to the first guy, explain everything again - 75 mins - he can't order the boxes and i need to speak to retentions. He can't order a pod either, even if i've got no wifi in Retentions starts up his script - how is your broadband speed - this is after i've already been told the other guy has explained the situation. During the call with the first guy, he tells me the email address has been input differently for the new account. I'm still on hold now with retentions, just shy of 90 minutes now and can't see a resolution incoming, I feel like I'm on hold while they wait for my battery to run out or something. What am i supposed to do? at the moment I am thinking to cancel the whole lot down as I'm still in the 14 days. Somebody help, any advice?
