Bill Paid Twice
Hi, I am new to using Virgin Media and got a bill through for my first payment. I tried a number of times to pay it through the app but it was not working, so I instead paid via bank transfer from another card. On the payments deadline day another payment for the same amount was taken out of my original bank account - I must have previously set up a direct debit that I had forgotten about. I have tried numerous times to contact customer service, working through their chat bot and not getting anywhere, and then phoning a number of times only to be hung up on by the phone bot. This loss of this money and lack of information on how to get it back has been causing me a lot of stress. I have read on other forum pages that Virgin do not offer refunds, but only credit. I again have searched for where this credit might be and have been taken to the chat bot which once again does not have the option I am looking for. How can I be sure all of this money was taken into my account as credit, and be assured I will not be charged for my next bill?VirginGo Log in issue
I’m trying to access my virgin go app but the email address I used and is linked to the account I no longer have access to so cannot click the link to be able to log in why can’t it just have a user name and password why the stupid link to log in. Please help change my email on the account so I can log in!!!!Access via Virgin Media app/ website
I’m in an interesting situation. My wife has an android phone and can log in and use the VM app/ webpage. I have always been able to log in to the website account/ app/ virgin media go/ Virgin media control apps. I have also always been able to log into view Sky Sports via the VM log in. I can no longer do any of these things. We have the VM 2FA O2 log in set up. Every time I try to log in to VM (laptop/ iPhone) on app or webpage, I either get a server error (webpage) or get redirected back to the VM sign in page. On the webpage on iPhone, when I log in I am greeted with a blank screen and the normal menu (for when you have logged in) but if I click on anything it sends me back to the sign in page. Can anyone help fix this? Or at least explain what VM could do, if I was to call them. Thanks ChrisAccount creation Issues regarding VMO2
Hello, I am a new customer. When I log onto My Virgin Media I had to create a VMO2 account. I have done this but I then reached a screen asking me to link my virgin media account so I can manage things. I did not have a virgin media account prior to this so I tried to create one, but every link sends me back to the VMO2 login page essentially sending me in a circle. The link page asks for my surname, the account number and an area number, all of which I obviously don’t have and therefore cannot actually manage anything despite receiving emails asking me to review my new installation date. Any help would be appreciated, thank you.Upgrade not honoured and now the only option is to disconnect - how bizarre
On Saturday 16th August I received an offer to upgrade speed from m350 to m500 for £3 per month extra. I am fairly new to Virgin and apart from a really rocky start and poor customer service, the service has been fine. I was tempted by the offer for an extra £3 so hit the button. A few minutes later received a customer order confirmation with all the correct details including that it wouldn’t impact the current contract I was in. Great! the following day I received a text message asking me to check the pre contract documentation and approve them. Having looked at the documentation the service had jumped from £59.99 to £139.24 and a brand new 24 month contract. Not at all what i had signed up for or approved. So I didn’t hit the approve button and tried to contact the help line. Shortly after I received further documentation welcoming me to the new service and the new £139.24 price tag for something that was offered at £3 more. after an hour on the phone, I’ve been promised a call back as the retention team said i was left with only two options. To either accept rolling credit which would bring the cost back to £59.99 BUT I would be entering a new contract of 24 months which I definitely did not want given the price hikes they were showing on their documentation come Oct next year. The 2nd option was to offer thirty days notice to cancel and terminate the contract and the services. I only clicked on the link to upgrade based on the offer and here I am now being forced to leave - how bizarre. I have a customer reference number showing the details I had asked for and yet this can’t be honoured. can anyone on here help at all? I don’t want to leave, I certainly don’t want to pay double the amount I was paying simply for moving up a speed which was on an offer and I definitely don’t want to enter another contract. Loosing the will to live with the customer service.Haven't received the account number or area code in my order doccuments
Hi, I signed my contract for a broadband deal a few weeks ago; it is meant to arrive today, but I can't log into my Virgin Media account. My order documents had empty spaces where it said the account number and area code should be I was wondering if I needed to wait for the hub to arrive or if I'm just missing information? Thanks for your help
Can’t enter a “valid” email address on sign in
When I try to sign in to my Virgin Media account with my email address I get an error message saying, “Please enter a valid email address”. If I use the “Forgot your email address” tool then the email address it displays is the one that you’re telling me isn’t valid! So now I can’t access my account. What am I supposed to do? PS. Can’t search for tags on Safari mobile, and Safari desktop displays the message, “Forbidden. You don’t have permission to access url”, which is why I’m using mobile. Is anybody at VM actually checking that these things actually work?Can’t manage my account online
Hi Virgin Media We (my wife and I) are not able to manage our account online as the current email address on the account is invalid. We have, for the 4 weeks, spoken to about 9 agents to try and change this email address to a working one but none of them could do it. 11 days ago, I finally spoke to an agent from your Newcastle office who told me that the other agents should have raised a ticket to IT Support as they are the only team that can make the changes. He asked me to wait a few minutes while he raised a ticket to IT. After about 6 minutes he told me he has raised one and to give them 3 to 5 working days to do this. He said they would contact me by text or email once this is done. That was 11 days ago but nothing has happened. A few days ago, I managed to get a human agent to chat with me on the chat line. After I explained the situation, he asked for security clearance which I passed. He asked me which email address I wanted to change and the email address I wanted to change it to. I gave him the details and after a few minutes, he told me he has changed it and to give it 1 hr before I tested it. I gave it a whole day and tested it, but it was not changed. WHAT IS GOING ON? How can changing a simple invalid email address to a valid one cause so much stress. The invalid email mail issue has been going on since last year when we agreed to a new contract. I asked the agent who set up the new contract to change this and she promised it would be done. Obviously it was not done as it is only from this year that we tried to see if we can manage our account online because of the many issues we have been having with our Virgin Media TV and Broadband package. Moreover, we can’t access ‘Virgin TV Go’ because of this. Can I have some HELP PLEASE?VirginMediaO2 verification email never arrives
Have spoken with customer service and technical mulitple times without a fix. I am unable to get into the VigrinMedia or O2 account because of this problem. The email address works fine and the email is not going to spam or otherwise filtered. Was looking to upgrade as a message was sent offering a deal, but its been so long now I suspect the offer has expired. any staff on here to are prepared to fix or even change the email on the account for me?