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?!!
Account closed but been billed in full for the next month
Hello, I decided after 20+ years with VM to move to an alternative broadband provider via the One Touch Switching process. Our new FTTP service was provisioned on Thursday 24th April and our VM Services were disconnected at that point. I've checked my account status online, only to find that I've been billed a full month (at @ £198) for services I can no longer use that cover the period 22nd April to 21st May. Payment will apparently be taken on the 13th May. Is this correct as I believed that because the bill is paid in advance each month, that I would be required to pay a pro-rata amount to cover the start of the new billing period up to and including the 24th April (2 days essentially), but not anything beyond that date. Am I misunderstanding the process here? I am still in possession of the VM equipment as the return box hasn't arrived yet. Could this be a reason why I've been billed a month in advance for services I clearly won't be able to use? Regards, JasonBInitially advertised contract price different from actual contract price
I'd opted for the M350 Broadband Package with an advertised monthly cost of £28.99 which was also stipulated on the pre-contract agreement. However my first bill is showing a different rate of £66 a month. I would appreciate some help with this as I wouldn't want to have to pay £66 a month for my bill which is significantly more than what was advertised when I applied for the contract.Ongoing Broadband Contract and service Issues
Hi. So back in March i renewed my contract (regrettably) for just broadband. Since then we have had 5+ call outs with technicians, all wires from the cab to house replaced and still experiencing issues. However. That is the last issue on the list, i’ve just requested my SAR information as i’ve reached my wits end of being constantly lied to by customer service. When i renewed they moved us onto a 500mb package for £37 for 18months, which i was ok with. The received my first bill for £40 and no sign of the rolling £3 credit i was promised on the phone. When i spoke/web chat with someone i was then promised 1gb for the same price of £37, and they changed my contract to 24months although it was explicit that i agreed to 18months, they told me multiple times this would be fixed, and ofcourse it never has been. I then get a new bill today saying i owe £16.01 that was not paid in my last bill!!! Again i was told by two different agents last month that i was due to pay the discounted £23.99 as they were crediting. my account due to all the hassle and the poor service we are receiving. I’ll be honest i’m not sure where to go with this as it’s been stressful to say the least and all stemming from a poor service we are receiving, i can’t deal with just constantly agents saying they are going to fix something to get you off the phone and not following through. What’s the legal stand point on this, as i feel Virgin have breached the contract several times. Any help and advice on this would be appreciated? ThanksTrying to change direct debit details, unpaid payment issue
Hello, I will keep it brief. I am trying to change my direct debit details but running into issues. I keep all of my payments up to date however Virgin Media have said that "There’s an unpaid balance on your account." that needs to be paid before I change my direct debit details. Would this be for the month before service? Anyway, I did that and I am still being asked to pay again for the same billing date. Can anyone help? It's becoming very frustrating and I don't want to be charged twice Thank youCan I pay half of my first bill early?
Hey everyone - I'm a new customer to virgin who joined towards the end of last month. Was told by the lady who signed me up to virgin on the phone that the first bill combines two month's worth payments together and that most people tend to pay their first bill in two - if I choose to pay half now with Virgin's payment form do I still get direct debited the double bill when my payment is due, as I did set up a direct debit on the day I signed up last month?