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!One Touch Switch Failure? Switching Away From VM and billed another month at out-of-contract rates
I have had an issue with Virgin Media and the One Touch Switch service. I used the OTS service to switch to Sky Broadband on 15th February 2025 and was switched on the 14 March. My Virgin broadband stopped working on that day and is now provided by Sky. My contract ended on 17 March, but I was happy to pay an early cancellation fee for 3 days rather than the inflated cost for being out-of-contract. I received my closing bill and Virgin are charging me £55.50 for a further month. I called them and was told that I failed to cancel with them. I explained that I used the One Touch Switch (OTS) service and the agent said that I still have to give them a month's notice. Is that correct? Why would anyone trust this company?Fraudulent Account
Hi I have a fraudulent account on my name on my credit file with Virgin Telecom opened on 30th October 2024 which is reflecting on my credit file with 2 missed payments. This account is set up without my information or my concent. The account is opened on 30th October 2024 on My name on my previous address which I have not lived at that address since 2018. I have been informed by the people living at that address that there is Parcel which i believe is a Broadband Router with my Name delivered to the property mentioned above which was my previous address 6 years ago. I have rang virgin Telecom care line numerous times in last 4 weeks and made you aware that this is fraudulent account set up on my name and it needs to be closed down. Because it's affecting my Credit File. The account is showing on my credit report with missed payment and defaults. PLEASE CLOSE THIS ACCOUNT ASAP AND PLEASE NOTIFY THE CREDIT REFERENCE AGENCIES TO REMOVE THE INFORMATION FROM MY CREDIT FILE. THIS IS FRAUDULENT ACCOUNT AND I HAVE NEVER SIGNED UP FOR THIS. I have been given email by Virgin Care And Fraud Team. They have asked me to email my ID with current address. So they can close this account. They have told me it's already been flagged as fraudulent account but I need to email and send this information. I have sent the email as well but no reply. Call centre have no clue they just telling me same thing we will call you back I have been waiting 6 weeks. This is pure fraud and virgin is not taking any actionHelp with My Account website
I'm trying to sort out the mess that is my mother's Virgin account - especially as it appears they have been treating TNT as an add on to her Maxit package for months without actually telling her - but every time I try to change the package, the website redirects me to the Price Increase screen No matter what I do, what browser I use or what page I come from on from the "My Account" section, the screen returns to the Price Increase screen Can someone at Virgin possibly sort out the website as at the moment it's totally unusable !!!Password Reset Email Not Recieved
Seems to be a common issue here, I have been trying to get in touch with VM for months in order to notify them that I was moving home, however I lost my password. I tried to reset it, but I haven't received the email that allows me to change it. I have tried 10 + times to do this and checked in the spam folder for it. It seems there is a fault with the VM system that needs to be fixed. I also can't talk to another human being on the phone as the bot asks for characters from the missing password in order to put me through to a team member, which I don't have and can't reset. Consequently, I haven't been able to inform them of my moving home and I am spending money on an inactive router. Has anyone been able to resolve this? Or is there an administrator who can assist and help with the password reset?can’t make an account
When I set up my contract I never received an email or an account number or area reference. I then later recieved a text message from virgin telling me that my email address no longer existed so i had to register but I cannot make one due to having no account number or area reference. After about 30 mins on the phone about a month ago I managed to get through to an actual human and I explained my situation and was told that a letter would be sent to my address with a code to be able to set up my account over the phone. I still have not received this eventhough I was told i would receive the letter within a week. Also, my direct debit is no longer working to pay so I now have to make payments over the phone and I have to pay £7 more each time as they give me a late fee. I am so unhappy with my experience that has been ongoing for months.Trouble resetting password on old account
Hi, I originally had an account setup many years ago which was the secondary account of the main account holder. I have since been trying to reset the password on this. However, I am met with 'You can’t reset your password online right now, as you don’t have additional details set up on your account'. I really need access to the account. Please can anybody help? Thanks.Online Recontract - removing TNT sports
I just reconstructed myself online for broadband and TV, with an upgrade of my broadband speed to Gig1 for an excellent price. I have all the contract documents etc. However, I was unable to remove TNT sports which is £18 a month and I don’t use (contract information stipulates 30 day monthly rolling so I figured I could remove any time). Calling them is useless. Last time I recontracted online and wanted to make an adjustment they cancelled the whole thing and it took many phone calls and much frustration to get the original online deal price back. Could someone at VM help me do this? Thanks
