Contract Renewal Online
Like many I have a renewal offer for my contract which ends next month. The renewal states: “choose this deal and keep your current Virgin Media plan without losing anything”. So, this deal should mean absolutely NO changes to anything I currently have and it is for £2 less per month than I’m currently paying. It states there will be a price increase next April of about £4 and the contract is again for 18 months. If that is the case then I’ll likely go for it but…… Before I click the renewal, can a Virgin Rep please confirm that my current Netflix Standard (without Ads) will remain that way? If not then I’m sorry but Virgin are attempting to mis-sell, a problem I’ve encountered before, hence my question. I did try contacting online chat but they couldn’t access the deal to confirm but did say that if I accepted it, then found anything had changed - including a NetFlix downgrade, then yes, that would be mis-selling and I would (again) have grounds for this to be corrected and compensated by Virgin. Sorry to be so negative, but something always seems to goes wrong at renewal! Thanks, Neil
First bill after renewal
I’ve had an absolute nightmare of late. My contract was coming to an end, Virgin contacted me and I ended up accepting a renewal with an upgrade to Virgin 360 plus at long last an upgrade on my hub from the 3 to the 5. So it was supposedly a self install which would take me 15 minutes. What a joke that was - received the kit on the Tuesday engineer had to visit on the Wednesday, Thursday AND Friday - bless him he’d never had such bother and I had 3 days of being inconvenienced and now everything is up and running I’ve had an email saying my next bill is for the ridiculous amount of £186 when it should be £131 (new contract is £120) - I’ve tried phoning but the automated stuff is so infuriating I end up hanging up, I’ve tried chat and they were of no help at all, asked Shiny to have someone call me - I can’t do that as I am the web chat team. Honestly driving me mad!Lied to about EDF
So I've messaged virgin media three times over an early disconnection fee over WhatsApp. All 3 times I've been promised the fee would waver. Guess what? It's been nearly a month and the bill still sits at it's final amount and I've gotten absolutely nowhere. It's no use messaging WhatsApp because they'll just lie to you. For anyone thinking of joining/renewing their contract AVOID LIKE THE PLAGUE!!!More Virgin Media generated problems- this time billing issues...
hi as per title i have had an email saying i am late to make a payment - and could be subject to late charges however, i only joined VM a few months ago and its not possible to sign up without providing direct debit details - plus the account has been fine for several months - so i can only assume its some issue VM have generated. i am loath to call the general "customer services" line or chat with them as in my prior experience this has only resulted in them creating a catalogue of additional issues without resolving the one i am actually contacting them with. can anyone here assist ?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 youneed 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 sheetArmed 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.Unrecognised 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?Overcharged 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?Wrongly 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!