Outstanding balance on account
Hello I just received an email stating I have an outstanding balance on my account of 75.90, which is my monthly payment and was due on the 11th June. I have checked my online balance and it is showing as not paid, yet according to my bank statement it clearly left my account on the 11th June as expected (reference available). Going back, my previous payment also successfully left my bank account on 12th May. Is it possible to try and work out what is going on here? Thanks.Nightmare home move…
Really hoping someone can help us sort out this huge mess. House move booked in January for February 12th 2025 - setup using old email address, not the communications email address so we had ZERO emails throughout the move. Chat agents have promised seven times it’s been changed and it’s still not right. Only just been installed this week ago due to a many (many) mistakes, delays, problems - we’ve spent hours on chat and the phone - and now we have a (full) bill come in we cannot access. Problems we now have: We can’t access the email address the new account was setup on (and to change it ourselves requires access to that email address). We cant register for the new account as it’s already setup under an email address we can’t access. 4 months of the contract price has been lost due to the problems/delays with install. Five delays to install were notified by email - without any reason given so we constantly had to chase to find out what was going on. We’ve spent £100’s on mobile broadband throughout this whole process. Was promised compensation as the vast majority of the delays were due to Virgin - yet unsurprisingly got a bill instead. Including the home move fee! And the worst part? We have a dependent in the house who needed the accessible phone (emergency backup line) - despite making this well know to everyone it made zero difference. Chat isn’t resolving the issue, calling just ends up offshore with people who promise the world and do nothing. Can someone here please help?
Outstanding balance email received - but DD taken?????
I got the you have outstanding balance email today... Web chat person (Feeba) said " don't worry' account here shows you have paid, and 'others have the same problem'... ...system error here" My app and online says I have not. Also says out of contract; my contract changed in mid May. Do i need to do anything more??? Can i be sure this wont escalate?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?
Multiple renewal quotes - I gave up
I received a call from Virgin about my contract end so agreed to receive a quote the agent advised renewals were £198 then quoted a special price of £98. Given our existing price and knowing that we would also see an increase in April. I passed and was then was disconnected whilst trying to cancel. I called back and spoke to Holly who was great but advised me the rate was £111. I said no thanks and was directed to another agent who first advised a rate around 188 and then offed £89 and then around £82 for 24 months which would increase in April. I will now just opt for this one touch end and take a Sky deal instead. We are waiting for better Internet locally but being locked in for 24 months at a cost of several hundred pounds more a year seems hard to justify. Especially with lack of real pricing clarity and an increase just months after taking a contact seems wrong. I can't see the justification of in excess of a 20% increase after 18 months. Nothing is forever I guess.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!Incorrect 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.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? Thanks
