Complained and received no response
Previous contract ended. Changed package and therefore a new contract. The email I received on 7th July 2025 says "next bill will be £93.80 billed as normal on 30th July 2025, then the following bill will be CR £14.80 on 29th Aug 2025.". However, on 18th Aug 2025, Virgin Media took £47.01 from my bank account. This amount is not mentioned in your email. So I complained. I have received no acknowledgement of my complaint, nor any actual reply. I now have to contact you for assistance and please follow up with my complaint. If I don't hear from you, I will escalate to the ombudsman.No welcome email or account number
Hi I signed up and have received and installed my virgin media box. I have had it for two months now but have not received an account number or welcome email so I am unable to pay my bill or even create an account and now I’m going to be in arrears. I tried calling virgin media but was getting sent in circles.Incorrect Reporting of information on my Credit File.
On 1st July 2025, I renegotiated my new contract with Virgin Media. Upon accepting the contract I was told that my regular payment that month would not be taken, and instead a higher, pro rata payment of around £93 would be taken in August to cover the July and August payments. On 16th August 2025, I was informed via email from ClearScore that my credit score had dropped by 100 points with Transunion due to a missed payment, allegedly in July, reported by Virgin Media. I have never missed a payment in my entire life. Virgin Media have done exactly as the agent said they would, they did not take my Direct Debit for Julys payment, and in August they took the amount I was advised they would. Therefore this shows that my direct debit has no issues. I then checked my online banking, and as expected, no money was taken in July for Virgin Media, however, the money was still there for that months payment, had it been required, or had Virgin Media actioned the direct debit that month. I have evidence on my bank account of the direct debit still being present, and active, and the funds being present in that bills account to cover the full months outgoing that were due. So why have they reported a missed payment, when they’ve literally done what they told me they were going to do when I took out my new contract? This would surely also be evidenced as the calls are recorded with the agents when you agree your new contract? As a result of the above, I made a complaint via the online complaints form on 16th August at 10:29am. I have screenshots of everything, including the screen saying ‘we’ve received your complaint’. I was advised someone would reach out to me within 48 hours but I still haven’t heard anything, and it’s now been over a fortnight. I’m not very happy as my mortgage is due for renewal soon and this error also caused my Credit Score to go down from Excellent, and also drop 100 points. Does anyone know how I can contact someone who can action the complaint or resolve this issue please?Can’t pay bill due to apparent technical issues
I’m honestly at my wits end here. This service is an absolute joke. I have been trying to pay my bill on the app and website using the quick pay system and constantly it just tells me it isn’t working and to try again later. That’s over 24 hours I’ve been trying. Can’t get a phone number to speak to a person and just pay it either, it’s all automatic and when I try to pay over the automatic service on the phone, it says technical issues. the web chat is off the charts dumb. Can’t even understand a simple request like wanting to speak to a human. Wants to put me on through what’s app which also doesn’t work, I get disconnected and don’t get any replies. My services are currently down and I have no way to pay my bill to restart my services. This is a joke.Bill Paid Twice
Hi, I am new to using Virgin Media and got a bill through for my first payment. I tried a number of times to pay it through the app but it was not working, so I instead paid via bank transfer from another card. On the payments deadline day another payment for the same amount was taken out of my original bank account - I must have previously set up a direct debit that I had forgotten about. I have tried numerous times to contact customer service, working through their chat bot and not getting anywhere, and then phoning a number of times only to be hung up on by the phone bot. This loss of this money and lack of information on how to get it back has been causing me a lot of stress. I have read on other forum pages that Virgin do not offer refunds, but only credit. I again have searched for where this credit might be and have been taken to the chat bot which once again does not have the option I am looking for. How can I be sure all of this money was taken into my account as credit, and be assured I will not be charged for my next bill?Switched Provider
On the 1st August I had a new fibre provider installation via "AutoSwitch". I was well out of contract with Virgin. On or around the same time my account access with Virgin/Volt was disabled. Virgin equipment, landline now redundant. I was infirmed that my Virgin email will be available for 90 days afterwards. I paid the last bill as normal for the previous month then cancelled the direct debit. Assuming that I billing is paid in advance I should need to pay anything more. Today, 28th August have received another Virgin bill for another month plus another £5.00 added on. Trying to phone Virgin is like trying to get a doctors appointment.Upgrade not honoured and now the only option is to disconnect - how bizarre
On Saturday 16th August I received an offer to upgrade speed from m350 to m500 for £3 per month extra. I am fairly new to Virgin and apart from a really rocky start and poor customer service, the service has been fine. I was tempted by the offer for an extra £3 so hit the button. A few minutes later received a customer order confirmation with all the correct details including that it wouldn’t impact the current contract I was in. Great! the following day I received a text message asking me to check the pre contract documentation and approve them. Having looked at the documentation the service had jumped from £59.99 to £139.24 and a brand new 24 month contract. Not at all what i had signed up for or approved. So I didn’t hit the approve button and tried to contact the help line. Shortly after I received further documentation welcoming me to the new service and the new £139.24 price tag for something that was offered at £3 more. after an hour on the phone, I’ve been promised a call back as the retention team said i was left with only two options. To either accept rolling credit which would bring the cost back to £59.99 BUT I would be entering a new contract of 24 months which I definitely did not want given the price hikes they were showing on their documentation come Oct next year. The 2nd option was to offer thirty days notice to cancel and terminate the contract and the services. I only clicked on the link to upgrade based on the offer and here I am now being forced to leave - how bizarre. I have a customer reference number showing the details I had asked for and yet this can’t be honoured. can anyone on here help at all? I don’t want to leave, I certainly don’t want to pay double the amount I was paying simply for moving up a speed which was on an offer and I definitely don’t want to enter another contract. Loosing the will to live with the customer service.Billing - 1st payment
Hi lm trying to speak to someone about my issue but not getting anywhere it says my first payment is 52poinds but when I first got in contact with you it was told I would not pay anything till October . For the first 4 months i was told two weeks ago the same thing I’m very happy with my bill after October it would be 25 pounds a month not a problem I really need someone to talk to me about this matter as my answer and mental health issues are not good at all I’m disabled now struggling to walk around a small flat [Mod - title edited for clarity]Paying since 7 months without internet
Hi! I signed up for VM250 in Feb 2025 when I moved to the UK. I got the installation pack and I guess Hub 3. I connected it but I could not get a green light or a connection. I had opened this account on phone (biggest mistake I believe...but hey why did their team not properly read out my details in the first place like all good phone services do when registering?) and they got one character in my surname wrong. For 2-3 months I was unable to login to my virgin media app because of wrong surname which I got to know retrospectively after 2 months! Finally when I could get my call through to their team (Lots of issues reaching them out on the internet for 2 months) I realised my surname is wrong so I could not access the account. Further, they charged me a bill for which I paid twice. No acknowledgement from their team when I emailed this to them in April. Last 2 weeks or so ago they sent me a Hub 5. Same issues with the Hub 5. Now I want to know how do I get compensated for the bills for months without using a single MB of internet....I am new to this provider so I had no clue how to approach for help though I emailed them and called them. I am so frustrated now that I want a compensation for all of this and want to switch my provider. They did not give me a satisfactory response whenever I emailed them.
