No refund on 360 box
I took out a new contract with Virgin Media in November after leaving sky and wanted a 360 box instead of a streaming box. The local agent who signed me up said it would cost me an extra £49.95 one off fee but he would get it refunded on my bill. This has not happened even though I’ve spoke and texted him a few times regarding this. He’s says it’s been sent off to Virgin Media but nothing is showing on my account. How do I escalate this with Virgin as it was all dealt with via this agent?No access to Virgin Media account for months, billing incorrect, and unexplained charges
Please help!!! I am hoping someone from Virgin Media can finally help because this has been ongoing since I re-joined a few months ago. I cannot access my Virgin Media online account or app and I have never been able to log in since re-joining after being with Sky for around 3 to 4 years. Because of this I cannot view bills, set up a Direct Debit or manage my account. When I joined, an agent raised a ticket to fix this and told me it would be resolved within 10 days but that was months ago and nothing has changed despite around 50 phone calls. My package is internet only at 25.99 per month. Because I have no online access I cannot set up a Direct Debit so I have to call and use the automated payment line to pay. In December I paid 26 through the automated line and I have the bank transaction to prove this. I also had 40 credit applied due to a complaint about losing my service for over a week. Based on this I expected my January bill to show a credit of 14.01 remaining. Instead I have received an email bill for 34.61 which says my package is now 35.98, there are extra charges of 12.65 and it also says I owe 25.98 from last month. None of this makes sense when I paid in December, had 40 credit and my package should be 25.99. I need someone to fix my online account access, explain why my package price has changed, explain what the 12.65 extra charges are and correct the incorrect balance from last month. This has gone on far too long and I am being charged more than I should be because of account and billing errors. Can someone from the forum team please look into this properly?Returned equipment
Hi everyone! As you can probably tell from my posts, I’m a bit of a worrier to say the least! So I’m hoping it’s nothing and I’m stressing for no reason. I left virgin in December, as soon as I received my return packaging within a few days I sent my equipment off (over 7 days ago now). I’ve received a message saying if they don’t receive it by the 18th I’ll be charged. Now that’s only 6 days away now - do you know why they might not have received my kit yet? Do you think it will still get to them in time? The only thing I could possible think of is that delivery has been delayed due to bad weather - but I’m hoping it’s me being silly! I just really could do with not being charged! What do you think? Am I being silly??? TYIAProof of new address - no response
I contacted Virgin two weeks ago to inform that I am moving house to area with no Virgin supplied. I provided proof of new address but have had no response, even though they said they would be in contact in 3 working days. Currently, I am set to pay a bill over £300 for something which is not my fault. I am very disappointed by this poor service and complete lack of communication. Communication through the app is very poor and entirely through automated chat bots, who do not understand my issue. I do not recommend Virgin Broadband to anyone.
Stopped getting bills. Cannot login to account.
Hi, I've stopped getting bills by email, and I don't seem to have access to any that give me the account number. I think it's a linked email account expiring or something but it's most inconvenient. I know I'm in area 22 but I would like to get a bill posted out to the account address so that I have a paper copy of the account information. Could that be arranged please? Obviously private message for address details etc.NO TRUST: due to poorly managed contract billing
I switched from Talk Talk copper landline to virgin fibre to the home connection and the first bill is based on the wrong contract value. All of the introduction discounts and all of the offers that are made online, or personally by representatives, are completely bogus. Upon install, you can be given paperwork with virgin headed contract details. This contract is completely meaningless because it is not enforced by the billing department.. clearly they are using contract standard settings which do not relate to any offers or any paperwork and agreement that you have upon install. Virgin Media simply imposes a standard contract that has no prior agreement. if you look carefully upon this communities communication, you can see the Virgin Media billing department is a shambles. What is more shameful is the reports of non-payment of refund credits and VM withdrawal from https://www.commsombudsman.org/raise-dispute/virgin-media-o2 Much can be said by VM to whitewash things but the underlying fact is that a contract exists between parties. My immediate approach is to document everything in the fore knowledge that this will have to go all the way to the small claims court. Meanwhile, you have to treat all offers and inducements from Virgin Media as focus and false. Here starts my journey with Virgin Media… Regards AntonCredit not being applied to account
I'm not sure if this is the best place to get this resolved, but I'm having trouble getting promised credit applied to my account without being brushed off by Virgin Customer Services. About two weeks before my contract was up for renewal I was offered (after quite a lot of hard selling by the Virgin accounts team calling me every day) a new broadband contract at £43 a month. As I had two weeks before my contract ended, I waited until nearer the renewal date to confirm I was accepting this offer. When the time came to actually arrange this contract I was told that the £43 price no longer applied, despite me having the contract documents already emailed to me. The new contract sent to me was now £57 a month. After a fair amount of back and forth and a lot of time on the webchat, I was told that the price of £43 a month could be matched, but would be applied as credit to the new contract. Having signed this contract, after a few months it became clear that the credit was not being applied. I contacted Customer Services, and again after quite a lot of time and webchat exchanges, I was assured that the credit would be applied. Now having just received my latest bill, again the credit has not been applied. I've emailed Customer Services to raise this issue, only to be told that there's no evidence of me accepting the £43pm contract- despite me having the contract emailed to me, and transcripts of the subsequent webchats of the fiddling about to get the price back to what it should be. I'd really like this resolved to the correct price, as in the current situation I definitely feel like I've been missold on the existing contract due to assurances on credit given to me. Again, I'd really rather not do this in the public forum but it does seem to be a much more efficient way of getting Virgin Media to actually do anything since Customer Services seem to be a bit ineffective.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.