Disconnected Early and Massive Billing Increase with Home Move
I arranged a home move with the service/connection due on 29 December 2025, but today (28 December 2025) my broadband has already been disconnected, leaving me without internet to organise the remainder of my moving logistics the day before the scheduled move date. On top of that, I’ve just noticed my new contract monthly charge is much higher (£31.99 to £72 monthly for M500) than my previous monthly price despite no changes to my package and insisting to remain on the same service over the phone (despite upsells). I wasn’t expecting this, and I’d appreciate a clear explanation of what changed, and confirmation of the correct ongoing price. Can a VM team member please advise: Why the service was disconnected early (before the move date) How to get service restored immediately / ensure the move goes live on 29 Dec as planned How billing/credits are handled for downtime Why the monthly charge has increased so significantly I can share my account details privately via PM to a moderator.How long before I can apply for bill credit after switching to virgin?
Hi i switched from sky in November. Awful experience for several reasons leading sky to argue with me about early termination fees which were applied during a golden my off period. Was told by virgin I could claim £200 in credit to cover the switch fees. Since then I’ve been told to expect an email with instructions but nothing, chat function takes ages so I’m trying here to see how others have done it. My sky account was closed mid November so I’m a bit annoyed virgin haven’t at least told me how to apply.new contracts
Hi y'all , i have returned to VM and attempted to take on a deal and accepted the contract 8 days ago , emails received for the order docs and contract came later explaining the first bill etc . Now i have realised i missed out the cinema bundle where they either give you the Rayban Meta glasses or money towards your bill , so i went ahead and proceeded to check on selecting it and luckly the same installation slots were available . Nothing came since the 17th for this , no contact from the team and btw i've put the same details in nothing has changed . If there's any chance we can go through the security questions and help me cancel the first one over or maybe confirm if i am able to simply change the delivery date for the 1st contract which i do not want anymore as the 2nd which has the cinema bundle and Rayban promo confirmedMoved Address - Extra Package Charge
Hi, I've recently moved address and brought my Virgin Media package with me. I've received the first bill at my new address and there's an extra charge of £20.77 for "Package changes" even though I'm on the exact same package as at my old address and I haven't altered anything. I understand the £20 charge for moving address but this package change charge seems like an error that shouldn't be on there. Thank you in advance for looking into this!Worst Customer Service
I have been trying to sort out my account for over 3 months and have never had such a debacle. Had 2 different contracts, spoke to numerous employees and still can't resolve basics. Thought I had it all sorted last month with another new contract but yet again Virgin promised much but delivered nothing. Spent over 2 hours on the phone that time and now just spent 40 mins then I got passed to my 3rd agent who promptly cut me off deliberately. Has anyone else ever dealt with such a poor organisation who are completely inept? So, infuriating when the staff employees cannot read previous notes or don't listen to you? Then pass you onto another agent where you have to keep on repeating yourself endlessly. Anyone from Virgin got the courtesy to try and sort this out? Rather than on of your Employees who said best thing to do was leave, I am starting to think I should have followed his advice.Account Recovery
Hi, I have been trying to recover my Virgin Media account as I cannot find the email and password that I used to create it. I have tried using the "Forgotten Email" link but when I do this and provide the Surname, Account Number and Area Code from my most recent bill I get an email of "x****x@virginmedia.com" (obviously the x's are filled in with other characters). When I then try to log in using what I believe that email address to be (any some other variations as well) I get an "Email not recognised" error. Given that I have forgotten the email and password I used to create my account it is not much use to not give me the email I used to create the account, or alternatively email me the address to my the email used to send me monthly billing messages (which is a different email address). I have tried calling the 0345 number but I am unable to get past the automated menu without providing characters from my memorable word which I also cannot remember but believe that I can access this from my online account. Can someone please help me recover my account as I have queries regarding my package and my latest bills and I cannot do anything without recovering my account and determining what my memorable word is!! Thanks in advance, please help!!Online Renewal Contract
Hi, My contract was up for renewal, so using the MyVirginMedia app I accepted a renewal deal and received email confirmation with the Contract Information Sheet. I spoke to someone earlier today as I was told my account was not showing the update and he said that, as he was unable to match the deal offered online, I just needed to wait 14 days for it to appear. I then received an email this evening saying 'We'd like to talk to you as it appears that some information that we need to process your order was missing'. So I called again and the lady told me she was unable to match the online offer so she would transfer me to another team who would be able to help. Whilst on hold the call was ended by the team before I could speak to someone. Please can someone contact me urgently to resolve this issue and ensure my deal is activated. Thanks, Shannon
