Refund not received
My name is Sean and my account number is [MOD EDIT: Removed]. I was a Customer of Virgin Media for over 15 years and when it came to them taking my money on chasing me for late payment their system and processes were impeccable. Now I have left Virgin Media (over 5 months ago) I am being past from pillar to post to get back the £42.42 they owe me. I was originally told by their Customer Service Team that I would receive my refund between 25th March and 4th April but I am still waiting to receive my my money. I called on 10.4.25 after not receiving my refund. I spoke with one of their Customer Service Team Representatives who told me the system stated that I was refunded by bank transfer on 24th March 2025. He also informed me that there is a system error which needs to be looked into and someone would call me back on 14th April to discuss. Nobody rang. I called again on 02.05.25 after not receiving my money to be told that I will receive a cheque in the post within 14 days. The cheque never came. So I called again on 21.05.25 only to be told that my money was refunded by bank transfer on 24th March 2025. I checked there and then while on the phone with their Customer Service Representative. And I had not received the money they owed me. I was told I needed to send proof that I had not received the money by Bank Transfer. And was advised to send an email with Refund Request Reference: [MOD EDIT: Removed] to mailbox: ([MOD EDIT: Removed]) I sent two emails to this mailbox. One of them with my Bank Statement attached. And to this day I have not even received an automated response. I called their Customer Service Team again to find out what was going on and they could not help me besides confirm that this mailbox exists but could not speak with anyone in the department that deals with the emails (which contain personal information of their customers) sent to this mailbox. Obviously irate I escalated the call to a Manager because I now had no clue who had my account details and I was genuinely concerned. I stated that this is a very serious matter as it was clear that they were not dealing with customers sensitive data in accordance with Privacy Laws, and she was literally LAUGHING as I expressed my frustration and concerns. I was so appalled I decided to do everything in writing from that point forward. And my experience so far has been just as harrowing while being given the run around. The level of incompetence is unbelievable and when I read the awful Trust Pilot reviews with over 100K reviews and a 1.3 out of 5 score, I realise I am not alone. After several emails I was instructed to send my bank statements to their Missing Payments Team ([MOD EDIT: Removed]) which I first did on 07.07.25 and all Ive received from them is an automated email (See below) which states: Hello, Thanks for getting in touch about your missing payment. We’ll do our best to get back to you in two working days to let you know if we've been able to find it. If we can't find your payment, we'll be able to investigate further to work out what's gone wrong - we'll send you an email to let you know. If you've got a question about your missing payment, you can reply to this email. Want to talk about something else? Head to virginmedia Kind regards, The Virgin Media team Although I have written to the Missing Payments Teams for an update several times, I am still waiting for a response from them. I have however received different emails from their Resolutions Team and Case management Team with the same template that doesn't offer any resolution whats so ever but if anything demonstrates their total incompetence, poor service and ineffective case management systems. See below: CORRESPONDENCE 1: Email from: [MOD EDIT: Removed] on 07.07.25 Customer account number: [MOD EDIT: Removed] Complaint reference: [MOD EDIT: Removed] Hello Sean F, We’ve tried to get in touch so we can chat about how your complaint’s progressing, but we haven’t been able to reach you. So things don’t get delayed, we’ve gone ahead and proposed a resolution. We’ve looked into it and here’s what we found: Hi Sean thanks for your reply. We appreciate this is frustrating. We would advise, as we can see there was a final bill amount of £-42.42 on the 18th February, this should have been refunded to you directly. As you are disputing this, you'd need to contact [MOD EDIT: Removed] and they should be able to help resolve this matter for you. We hope this helps. Here’s a summary of the complaint outcome and what we propose as a resolution: CORRESPONDENCE 2: Email from: [MOD EDIT: Removed] on 08.07.25 Customer account number: [MOD EDIT: Removed] Complaint reference: [MOD EDIT: Removed] Hello Sean F, We have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you. We didn’t want to delay things, so we’ve gone ahead and offered a proposed resolution. We’ve looked into it and here’s what we found: Thanks for coming back to us Sean and we're sorry to hear that this matter is still ongoing, with the complaint remaining open. Here’s a summary of the complaint outcome and what we propose as a resolution: Reviewing your account and our refund screen on your account, it would appear that on 24/03/25 a BACs payment was made to you via the value of £42.42. We understand that you have advised this was not received and have reached out to our refunds team, but have yet to receive a response. If you're able to send supporting documents to confirm that this payment has not been received, we will be able to forward this to our team, with the supporting document to see if we can find the whereabouts of the refund, or if do maintain that this was paid. When BACs are issued to customers, this would be sent to the same bank account in which payments were made to Virgin Media for this service and would need to remain active for the receiving of the refund to complete. Thanks. CORRESPONDENCE 3: Email from [MOD EDIT: Removed] on 23.07.25 Customer account number:[MOD EDIT: Removed] Complaint reference: [MOD EDIT: Removed] Hello Sean F, We’ve tried to get in touch so we can chat about how your complaint’s progressing, but we haven’t been able to reach you. So things don’t get delayed, we’ve gone ahead and proposed a resolution. We’ve looked into it and here’s what we found: Thank you for bringing your concern to our attention. We apologise for the inconvenience you’ve experienced regarding billing, and we’re committed to resolving it promptly. We understand how important this matter is to you. We acknowledge that you’ve attached proof and are seeking a refund. Here’s a summary of the complaint outcome and what we propose as a resolution: Upon reviewing the attachment, we’d like to inform you that the account number shown on the statement differs from the Virgin Media account under which this complaint was raised. Due to security reasons, we are unable to retrieve any information related to the account referenced in the attachment. Therefore, it is essential to raise the complaint under the correct account where the issue needs to be resolved. For further assistance, please visit: virginmedia/help We have now addressed your concern and given you the appropriate resolution as per your request. Thank you for bringing this to our attention. I AM STILL WAITING TO HEAR BACK FROM THE MISSING PAYMENTS TEAM ABOUT THE MONEY THEY OWE ME SO I NOW READY TO START POSTING EVERYTHING ALL OVER THE INTERNET AND THIS IS MY FIRST POST ON THE VIRGIN COMMUNITY MESSAGE BOARD. BEFORE I TAKE THIS MATTER UP WITH THE COMMUNICATIONS OMBUDSMAN.Never-ending installation
We were supposed to have our broadband installed to our new home the 17th July. The technician came and didn't finish the job. No communication since and whenever I call customer support they lie to us saying "someone is coming today" Three times they've said this and nobody came. Yesterday (24th) another technician came (after I had to request it) and the same again. He left, said comex would come and do the job externally because we were high priority, and then he would return the same day to do the inside connection, but as per usual nothing. This is unbelievable for a major company to just abandon their customers with no communication and not complete a simple transfer of broadband when moving home. The only option I see now is to move provider. Any advice would be greatly appreciated because for over a week now without internet in 2025 is ridiculous and the service is shocking.BW Legal Final bill
Hi I left Virgin Mobile, Feb 2020, I did not immediately due to my son being in hospital, pay final bill but did a few years ago. Now I get BW Legal email asking for 44.05, and even reduced to 17.00. This seems wrong to me. Can anyone advise me please I can't find my information only the last DD of 6.00feb 2020.Contract renewal - severe loyalty penalty
After almost 15 years with different Virgin Media contracts, my existing Virgin Media package contract comes to an end in August. I tried to look at options via my online account a couple of weeks ago but there was nothing available - just a message saying oops there is a problem and to call up or use chat. So I tried to login to my online account last week, this time I was forced into re-linking my Virgin Media and O2 accounts (which were already linked!). All seemed well until I tried to login today and was unable to getting in instead receiving an IDF-12B error message and advising to call in to get help. Aarghhhh. Looking on posts here, it seems I am not alone with this issue and it is taking multiple calls and days/weeks for people to resolve with the help desk. So what does this mean: I cannot access my account online; It makes it very difficult to cancel the agreement; It means I cannot see any potential new contract offers. After my last round of contract renewals where I was bombarded with multiple calls a day, all offering the same package but at wildly different prices even in the same day (some were 50-75% higher for the same deal!) I am loathe to try chat or calling up the call centre. So I tried to contact someone via this forum who was very helpful in resolving issues in the past. After no response and a chaser I got a note from someone else telling me not to contact the team directly and instead to post via the forum. So much for customer service! I then got an e-mail advising me that my contract was coming up on 23 August and that my existing package will go from £77 per month to >£219 per month if I do nothing - this is not going to happen.... The e-mail helpfully told me that a new customer could get a similar package for £79 per month but as an existing customer I would pay £190 for the same package...hmmm... does this sound like a fair and equitable way to treat loyal customers? Weren't OfCom looking into this issue specifically after a similar problem with the insurance industry penalising existing customers? This makes no business sense either as if the prices are so uncompetitive that I leave, then there is a cost and the waste of returning VM equipment, sending an engineer out to the local box etc.... So the long and the short of this post is please can someone from the team contact me directly to discuss a sensible price for a new contract with the same package I have now, otherwise I will be leaving and issuing notice tomorrow.A frustrating experience!!
Had to cancel my new contract today as I could not reach a solution with Virgin over the phone I’ve been using Virgin broadband for about the last 5 years continuously, but have been a customer for well over a decade in total I've been splitting services; getting internet from Virgin and TV from sky. Mainly because my wife absolutely loathed the old VM set top box interfaces. The sky stuff is just nicer to use. Well, my sky TV contact came up for renewal and was going to be over £100 a month for just TV services. New Virgin customers can get 500Mb internet and sky cinema, sports and Netflix for £65 a month all in. So I made the call to Virgin to see what was available to me as a long-term broadband customer I spoke to the lady on the phone about my options, specifically requesting the deal with sky cinema, sports and Netflix and referenced the new customer deal. No problem she said, I just need to activate Netflix once the stream box arrives. £59 a month (I assumed the missing £6 a month was the Netflix activation) The pre contract docs didn’t mention the TV package anywhere and the full contract didn’t come through until the following day. I did not yet see the issue; I’d been signed up for the ‘bigger’ combo and not the ‘biggest’ combo (seriously guys, come up with some better names!) One week later, my kit arrived. After a few issues with the stream box I got everything up and running - But all was not well. This was when I realised I was missing the TV channels I thought I had ordered A call to Virgin this morning to resolve - the best price they could give me was £98 per month with the missing channels. So I have been forced to cancel, as this is too far above the deal promised online or by Sky’s retention team. The guy I spoke to was adamant this was the best he could do. If I could give anyone advice in my situation it’s get full confirmation of all services in writing before agreeing. Failing to do so will leave you with a bill for 1 month of service as a minimum. L(For me, £59) As i mentioned above, the documents I was sent initially omitted the exact details of the TV deal I was getting, so I was ultimately not sure what I was agreeing to. I am not convinced Virgin are allowed to do that? Sorry for the long post but I wanted to share my experience in full, so that it may help others in future Thanks for readingArmed 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.Shady tactics and lies - avoid
I write this in hope someone will read in the future and spare themselves the experience of opening an account with Virgin. I had the terrible idea of signing up woth them. I spoke with a salesman who assured the contract was full fibre. When the contract came, the wording on it were for hybrid broadband. I called back immediately to cancel and a very rude employee called John Paul told me that I couldn't cancel my account because it wasn't in the system yet. I managed to speak with the salesman again, who revealed he wasn't really sure about hybrid vs full fibre and offered to send an engineer the day after. I agreed. The engineer never showed up. When I called them back, I learned the engineer appointment was mysteriously cancelled without notification (they couldn't tell me by whom or why of course), so I had spent the whole Saturday morning waiting for the engineer for nothing. I finally was able to cancel (which is very hard to do, they keep making excuses) but of course my O2 account, part of the package, that was opened by the Virgin Media saleaman, needed to be cancelled separately, so another 1/2 hour of phone call, verification, explanation etc. On the phone service, it's almost impossible to speak to a human operator: the only way is saying that you're thinking of cancelling, they'll put you through the retention team who can't do anything, but they'll eventually transfer you to the other teams. Even getting there is hard: the voice password system doesn't work, and you have to dial in your password after 3 attempts. Imagine an old person trying to cancel or fix something, they'll never be able. Obviously there is no option for "the engineer never showed up", and if you select the wrong option you will descend into robocall help until they tell you to go to the website and hang up. All operators are from Asian countries, thick accents, hard to understand. A scam, hopefully the regulator looks into those shady practices.
Reduce Broadband Speed
Hi, I am not in contract and wish to reduce my broadband speed for a lower monthly bill without agreeing to a new contract, as far as i'm aware i Can Do this. Virgin Media Via the Online Chat & Call Center refuse to do this by ignoring my request and pushing contract deals even when i specifically state NO i Do not want a new contract, they then offer me another contract based deals again and again, i refuse the contract then they hang up. they also kept asking why i did not want a contract not that has anything to do with them. I managed to get through to a non english retentions person that could offer me the M125 Broadband only for £57 per month (no contract), i laughed with disbelief at this point and asked to end my services then he hung up the phone. Please AdviseArmed Forces Covenant Breach and Service Family discrimination
My wife is serving military and I am a military veteran. The broadband contract we have is in my name, however the military quarter is in my wife’s name as it is her still serving. She is being posted to a camp that is not in a Virgin media area so Virgin are disconnecting our broadband. I let them know 30 days before our move, yet they want evidence such as a driving licence or utility bill for our new property within 28 days. This is unreasonable and unrealistic. They are charging an extortionate early disconnection fee and refuse to waive this even though we are moving as a forces family. When I submitted the evidence of our new property provided by the military which does not have my name on it, they have rejected it. They refuse to accept we are a forces couple as I do not have a mod.uk email, although my wife does. She is not the account holder though. This is a breach of the Armed Forces Covenant as we do not choose to move or where we are sent. If anyone from Virgin is reading this please could you get in touch with me regarding this frankly disgusting behaviour.