Default - from missing equipment
Morning all A little help would be appreciated please. Until last year I was a VM customer, broadband only. I cancelled as the increase in prices were too much, and decided to take my business elsewhere as VM are terrible at looking after existing customers. Payment history was exemplary, and apart from VM not wanting to retain an existing client, all was left reasonably well. I received the letter informing me to return the modem, way after disconnection it has to be said, but promptly returned the product in the prepaid box. I then started to receive letters and an outstanding bill for £65 stating unreturned items. I emailed, called twice and informed item had been returned. One agent promised to call back, that didn’t happen!! To my horror, I have recently discovered after a decline in credit, a default has been registered against my name by VM for this very £65. This is outrageous, and even after me chasing and informing of the product return, absolutely no notice that a default notice was about to be applied. Has anyone else experienced this and what is the best route to get this disastrous company to act quickly to remedy? Your help is greatly appreciated. Thank you25Views0likes2Commentsneed help with how to pay upfront cost and deposit
So basically I have purchased M350 broadband and received an email about paying a £100 deposit and an £25 upfront but I am unsure how to pay it plus when I try to make an account it asks for a customer account number and a customer area reference which is just blank in my virgin media contract information sheet33Views0likes1CommentArmed Forces Covenant - Virgin Media Breaching Contract
Military family here. We lived in an SFA down south and got posted to Cyprus (RAF base, which is British Territory) . I contacted Virgin Media saying that: the area I'm moving to is UNSERVICEABLE by Virgin Media hence by contract no early termination fee should be billed to my name. It is a military posting for the entire family that is outside our control so by contract, Virgin Media should not put a military family under unfair treatment and/or discrimination. Virgin Media is required to waive fees for military FAMILIES. I've explained all this, quoting the covenant, quoting other military spouses whose fees have been waived under such circumstances and the response I got was "I only have paperwork for Serving Person in my office, because the account is under your name you will have to pay". Well, isn't this unfair treatment? the house you provided services for is MOD property, which funny enough is under the Serving Person name, so you charge me, you charge him, you charge us. Webchat was even worse as I got someone who didn't speak any English and his messages made absolutely zero sense. Then I got a really cheeky guy who kept asking me of he could close my complaint. I told him not to close it and what did it do? claimed he resolved it!!!! Absolutely unbelievable how you don't understand that you can be sued for all this and that I can get my husband's Warrant Officer to send you a nice lovely letter as he already had to do this before for other people. You think you can just take advantage of people that's what you think. I expect the bill to be waived as it's legally required. Waiting for you to get in contact.181Views1like4CommentsUnrecognised Payment Card at Set-Up
I recently purchased a broadband package for a new property and received email confirmation that I have registered a Credit/Debit card for settling my monthly Virgin Media Bill during the purchase process however, the card details provided on email do not match any Debit/Credit card I have. The email says to call 0345 454 1111 but selecting all the relevant Billing & Payment options on the hotline close the call and request that I change these details online. However, I can't follow this step given I am a new customer with a new contract and have no bill as of yet therefore, the billing page is not live for me. The email contains the correct Account Number and Area Code and is from a legitimate VM email address: webteam@virginmedia.com. How can I change these card details?32Views0likes1CommentOvercharged after speaking to 3 service reps
I recently had to renew my virgin media package. I was offered £21.74 for an M250 broadband package. I went through the website and accepted it. Once the contract was renewed, I was charged £44.07. So I contact their customer service. I speak to the agent who says they will fix it. They send me a contract document over email where I've been given monthly credit and wouldn't be charged for 2 months, after which I will pay a discounted amount to be charged £21.74. Cue 3 months later and I see I've been charged £44.07. I then contact support again and ask why I've been billed this much. They say that it's a mistake and will add credit to my account to cover the amount I overpaid and give me credit such that I only pay £21.74. but I received no email or confirmation that this happened (but I saved the chat log). The next day I get a call from virgin trying to sell me the same package I have. I explain my situation and ask if they can verify the package has been changed. They say it has and the more confirms I will get credit etc etc. Well. Guess what happens today. I get charged £44.07. before I waste another hour on a support chat, does anyone have any solutions? Can I complain to ofcom or an ombudsman?49Views0likes1CommentWrongly added Netflix premium to my account and still being charged!
I have virgin media - broadband/phone/basic tv package. I discovered in May that I was charged for a Netflix premium subscription every month since January despite not signing up for/even watching Netflix. I called the customer service and I was told they would look into it. I am still waiting for a response about a refund. At least they told me the netflix premium subscription had been cancelled going forward. But now it has appeared again on my next month's bill! How can virgin media charge me for something I did not ask for and then continue to charge even when they told me it has been cancelled! The call centre keeps telling me that I am not being charged but it is clearly on the bill for the last 5months!69Views0likes5CommentsCall out charge for a replacement box?
I have just noticed a £25 additional fee has been applied to my bill for a call out charge. The engineer found that my box had a fault (hard-drive) and replaced it with a new box. At no point was any kind of charge mentioned. I’m extremely unhappy about being charged for an engineer visit / the replacement of faulty VM equipment. Is there a complaint process where I can request a refund?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.Solved576Views0likes41CommentsNightmare 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?43Views0likes2CommentsNo 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?58Views0likes6Comments