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?Armed 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.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!Call 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?Nightmare 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?No 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?Why different contract details and billing faults all the time with no solutions?
I don't know when VM became this terrible, I never had any issues whatsoever until this year. I upgraded my package in February via the Upgrade button in my online account. Same day I was sent a contract summary sheet that contained exactly what I ordered - M250 at £34 and Sky Sports plus TNT sports package at £28.75 on Stream, totalling £62.75 pm. That would have been cheaper for me than adding those Flex services separately. Why then did I get an email 3 days later showing the contract I signed up for was for broadband only at £73 and no add-ons? I called repeatedly and eventually (frustratingly) was able to speak to AN ACTUAL HUMAN BEING! Explained the issue and somehow the call cut, so then had to endure the whole process again, repeatedly explaining the issue. Somehow they have no visibility of packages one could upgrade to via one's online account, as the person I spoke to said that that offer was not available. I told them the contract summary sheet number which they checked and agreed to. After almost half an hour waiting on the line for them to speak to a manager, they said the only way they could give me the same package was by still going by the new contract of £73 broadband only (which was now in effect), and they would add the add-ons I had ordered, but they would also add in a discount calculated so I only pay £62.75 monthly which was the original contract I agreed to. I asked if there would be any issues and I was assured there would be none, and even if there was, I could call back and quote the discount reference which they gave. Well, fast forward a week later and I get a bill of £83.98 for March. I assumed it was probably because I changed tarriffs mid-package, to account for time on the old contract. I decided to wait until April, and then was billed £72.65. I called and after a long hide and seek with the automated response machine, had to endure explaining everything all over again to someone, eventually they said it was billing irregularities and I should get the credit back the next month, as it seemed I had been overcharged. Why then did I get the same bill of £72.65 for May and June? I decided all the time spent trying to get to speak to an actual human, and having to explain everything ALL OVER AGAIN, was not worth the £10 extra I am being billed each month. It meant I would then have been overcharged by at least £180 over the duration of the contract, but I just could not get myself to get back to call customer service as it is a very horrendous experience! I decided last week to add an 02 sim so I could get Volt benefits. It meant that I had to upgrade my package again, which I saw to be cheaper overall to be honest, and I once again put the order through online. I clearly didn't learn my lesson the first time, as again, contract summary sheet said the same thing I ordered on the day, but the actual contract that came later yet again quoted a different figure, with yet again no add-ons. I now have Volt benefits, but somehow, they "noticed" I had left my 02 contract, the same one I literally just signed up to!! the sim of which I am still expecting!!! You just have to laugh at how ridiculous this all is. I chose not to bother calling again. I have decided I will see this contract through, and will NEVER use Virgin Media again after it expires nor will I recommend it to anyone ever again, which I used to do as, to be honest I never had issues with the broadband connection itself. I have also now concluded that billing with VM is now no longer straight-forward, just so customers can be confused and overcharged, because why did it use to be that you get billed the month ahead for example July 1-31, but now on my bill I saw 21 Feb to 30 April the first month, then 28 Feb (Feb again) to May 31 the next, and then middle of April to end of June the next, like why so much confusion?!!