Virgin Media have changed my contract without my permission
Simply put, I called the Virgin Media CS team two days ago on 12/7 to report a broadband signal issue in my area. Later on the call, they go through some of the upgrade options for my current contract. I told them I do not want any changes to my current package and will decide later on if I want to renew or not. However, I received an email today stating that my contract has been renewed and my package upgraded. I just simply want to go back to my old package and make decision later on this year about renewal. Does anyone know how to file a formal complaint so it can be resolved?
Problem with extending contract
I was supposed to cancel my services on July 7th, but on July 4th received an offer to extend for 25 GBP per month which I accepted (I received the contract information sheet). I confirmed with customer service (disconnection team) that it's approved and there will be no disruption in service. On 7th July my service was still disconnected and I was informed when I called that it may take 72 hours to set it up again. Later in the day I had an unexpected visit from Sales Team to tell me that they don't see any information about me extending the contract, I am just no longer a customer. They have made me believe that instead of waiting to extend which won't happen, I should start a new contract with them on the spot. They have promised to match my extension offer of 25 GBP per Volte M350 and send new router within 24h, but I received a contract for 29 GBP and installation date for July 10. The sales person also promised at least Hub4, but he was dishonest in many cases and I received the Hub3. The sales person said I need to create a new account, but I can't use my email because it's already used by another account (yes, me!). I am very unhappy about how the extension deal has been handled and that I can no longer just continue services as confirmed, but have to set it up again. **************** Can someone help with the following things? Nobody started to proceed my case and I don't know if they start because it was created from deactivated account: -Match my extension deal of 25 GBP per month as offered - Dispatch return box for my old router since I have to have new one - Release my email address so I can create new account (I want to connect my new account with the email address from the contract) - During a call with customer team on morning 7th July (before the visit from the sales person) I was also offered 25 GBP credit to my account as good will for the inconvenienceWant to change over account owner and address. Need help.
My flatmate and I are parting ways as he is leaving Dundee to work abroad, so I have moved out of our flat as well. The account is under his name and its for our old address whereby the plan is due to end soon. I was wondering if the contract could be restarted, with the account moved over to me and the address changed to my new address in Dundee (which is compatible with virgin media). Please help me! Thank you!
Not Prompted for Password
I am unable to access My Account on virginmedia.com. I enter my email address and after a short delay this is displayed: I never get an opportunity to enter my password. I have tried from multiple computers, multiple browsers and multiple ISPs (including Virgin) always with the same message above being displayed. My TV package includes SkySports and I am able to use my Virgin customer details to log into Sky Sports on the same computers that I am unable to access my account on the Virgin Media website. Customer support are blaming my configuration without giving any indication how I might resolve it, perhaps someone here can help?Started getting texts but no longer a customer
Hello, I've seen this has happened to a few other people as well, but I have historically been a VM customer (not for a few years), and since leaving have periodically received texts from the same short code number that I used to when I was a customer. They've often been in relation to network maintenance but today I've had two regarding precontract documents. I obviously want to make sure that nothing is being set up in my name, and I'm hoping it's just someone inputting the wrong number. Thanks 😊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!Repeated Unauthorised Netflix Charges on Virgin Media Account – Anyone Else Affected?
Has anyone else experienced this issue? Back in April, a Netflix subscription unexpectedly appeared on my Virgin Media bill. I never signed up for it and have never had a Netflix account linked to my email. I contacted Virgin Media customer service, and to their credit, they removed the charge and recredited my account. I assumed that was the end of it, but the same charge has appeared again on this month’s bill. This time, customer service informed me that they are unable to remove Netflix subscriptions and that I need to resolve the matter with Netflix directly. This is confusing and frustrating, especially since Virgin was previously able to remove the charge themselves. I have no way to contact Netflix, as I don’t have a Netflix account or any email address associated with one. The subscription appears to be entirely tied to my Virgin Media account. I’ve come across several online reports and even media articles highlighting that others have faced similar issues. I’m wondering if anyone else has encountered this problem recently? I’m getting nowhere with Virgin Me dia support and would appreciate any advice or shared experiences. Thanks in advance.I haven’t received the return package nor the label
Hi, I have cancelled my services long ago, my services has now also been disconnected and I’m still haven’t received a single email on when to expect the return package and label therefore I’d like to state in writing my dissatisfaction and my refuse to pay any incurring “penalty” you try to put on me as I have even tried several times to ask for a label following the instructions on your webpage however it doesn’t work once clicking on it! “Sorry! Oh, crikey. We can't find that page” that’s the message we get! please rectify this situation asap! Thanks!
