One Touch Switch Nightmare
I am trying to leave Virgin as we no longer wanted TV services, and broadband was available cheaper elsewhere. I was reassured by a telephone advisor that it was a straightforward process, and my services with VM would disconnect the same day that installation was completed with my new provider. I initiated the OTS process with my new provider on 22/02, and received an email from VM the same day. The installation date ended up changing from when originally planned (28/02) to 17/03, VM have confirmed they can see this as the completion date. On 17/03 my new services have gone live but no disconnection or contact from VM. I have spent hours this week on the phone and on webchat with VM, with some advisers telling me that they can not disconnect my services as they have not been told of my installation from the new provider, whilst one adviser said she could see this and I’d be disconnected within 24 hours. Obviously this didn’t happen. I have been back in contact with my new provider three times this week, who have each time confirmed the OTS has processed as expected, yet VM continue to tell me they have not received this, and the only ‘help’ I have got is somebody initiating a 30 day notice period, meaning I will be forced to pay for over a month of an unwanted and unused service, when they have known since 22/02 I would be moving, and my new provider confirm VM have known this has been installed since 17/03. I had heard horror stories stories of other peoples OTS experience but naively thought things would be better for me! How wrong was I?! Virgin Media have provided a terrible customer experience from the off and I’d discourage anyone from using OTS with them! Has anyone had similar and can offer any advice? My next step is to contact OFCOMCompletely soulless and uncompassionate provider.
I have to cancel my current contract due to massive life changes including a £700 rent increase and a move within 2 weeks. In all the hassle I’ve set up a new VM contract at my new place and am not trying to cancel the contract for the previous address which is going to cost £700+ in EDF. That’s fine. Even if I’ve fallen on hard times I understand that I’ve signed a contract. But I can’t afford to pay that in all in one go. In fact, with the cost of living crisis I don’t think anyone can. So I’m hoping to pay it off in instalments. I don’t want it waived or even reduced, just some flexibility to pay it off in instalments so I can still eat, be warm, and put fuel in the car. But no. When discussing it with an agent online they say this is not possible. It has to be paid as part of the final bill. I tried to reason with them that this was not something I could afford and just need time and instalments. The agent even said themself that they wouldn’t be able to afford but they had no way but to pay it in a lump sum. I hope all future and current customers of VM understand this: their profits will always trump any form of humanity. Any sort of requests to help you out even a little bit will fall on deaf ears. They are completely lacking in compassion, understanding, and empathy. Shame on you VM.Trying to cancel within 14-day cooling-off period
Hiya, Like many others on this forum, I have not had a great experience trying to cancel my virgin media broadband contract within the 14-day cooling off period. My request to cancel within the 14-day cooling off period was acknowledged to have been received, but they have repeatedly insisted that 30-day notice period still applies, leaving me with a final bill that includes charges for over a month of service, when at most I should be charged for is 11 days as I cancelled 11 days after the activation of the service, which is when the 14-day cooling period starts according to the T&Cs. From what I can tell reading the T&Cs and reading others' experiences on this forum, I'm pretty confident that no 30-day cancellation notice period should apply within the 14-day cooling off period. Is there anything more I can do to convince them of this? If they continue to insist I will ultimately have to take this to the ombudsman. The complaint reference is C-1002254 in case that helpsHelp cancelling renewal.
Please can someone help me? I accepted a renewal offer sent to me via email entitled “same package, new price”. However, I’ve just received the pre-contract documents through and it is missing the second TV box I have currently, missing Netflix standard that I have currently, Disney + is randomly added with a note to say it will be billed as extra each month!?!? Can someone from Virgin Media help correct this please? Either by adding the correct services and removing the incorrect ones, or by helping me to cancel within the 14 day cooling off period?Virgin did not inform TalkTalk of cancellation
I just had to manually cancel my old service with TalkTalk because Virgin did not confirm that the switch had been completed. So, I've already paid 2 bills to TalkTalk even though I'm now with Virgin (and have been since the second week of January) and they've just told me I will pay another one as it takes 30 days to process my cancellation, so I'll also be billed in March. Virgin told them on 20th December that I was switching, so they were aware of it, but to this day still have not confirmed that the switch has been completed. Is this normal? I thought the switch was supposed to make things easy and be handled on Virgin's side. I've now had to pay £132 in TalkTalk bills that shouldn't have been issued.Cancellation period whilst in dispute
Should I cancel my broadband to avoid the cancellation fee whilst in dispute with Virgin Media? My broadband was 161 days late being installed, with 2 missed appointments happening along the way. According to VMs policy I should be due in the region of £1,050 in credit. VM have offered £150 which doesn’t even cover the cost of the replacement broadband I’ve had to get to tide me over. Should I cancel my VM broadband (I still have broadband from my other supplier) whilst still in the 14 day period or leave it going whilst the dispute plays out? I'm currently waiting on my information request to be fulfilled so I can take it to OFCOMUnable to cancel Disney+
Hi - can someone please help. My virgin media Disney+ free trial is coming to an end at the end of the month and I want to cancel before I start getting charged. I can't do this via Disney but when I try via my virgin media account (my account >>> entertainment services >>>click on manage disney+) the page flicks to manage disney+ for a fraction of a second before flipping back - I can just about see a sentence about cancelling pop up before the page flips back to entertainment services. Is there another way? Can someone do this for me? Or fix the glitch?My Account is Wrong? Cancel a service? Help?
Yes, I did see BBCs Rip Off Britain, about VM, (OFCOM investigation. My account is wrong again? I first joined VM for Broadband and Land Phone from Sky BB & Land Phone on 16 May 2023. I renewed VM contract 16 November 2024 from BB GIG volt to M350, and Land Phone from free anytime to evenings and weekend calls. After watching the above on BBC, I checked my account. Firstly, the contract start date shows 13 December 2024, when it should be 16 November 2024? The usage (calls) shows £28.80, and is high? That's just 1 month. Shortly, I want to cancel my Landline Phone and take up a mobile deal with O2 (part of VM group). Present mobile O2 (Traditional Pay-Go to a contract 1gig data and 500mins P.M., a deal which would be hugely cheaper. What I am deeply worried about is cancelling the VM landline, and VM continuing to charge me, with debts and threats escalating? I do not trust VM, but VM is the only supplier of fast broadband on my flat block. My previous BB supplier was Sky, and that was pathetically slow. I don't know what to do? Please Advise.Keep charging after cancelling.
My contract expired 4th December. I notified them a month in advance on multiple occasions that I intended to leave. Every single time without fail they ignored what I said and tried to sell me upgrades and new packages. I was also told that my new provider contacted them about the switch (I received emails from both Virgin and Sky confirming this). They then charged me for the month of December, after my contract expired. Not only that but about £40 more than the monthly value of my contract. I was furious and left a complaint. They replied that what they have done is legal and asked me to pay the bill. Because I did not want to go through extra hassle I just paid it. Now they have sent me another bill for the same amount for this month. I'm not sure what to do. I don't want to pay it and cannot really afford to pay it. I am devastated and wish that I never signed up to Virgin's internet. How is it legal for them to keep charging after your contract is expired?Switched to new provider, VM still charging
Can't believe I'm back here again - thought I was done with Virgin Media after they took around £500, then took months to give it back. OK my contract expired and I used uswitch to change to Vodafone. VM confirmed this with a switching ref, switching date, told me I'd have to return kit etc. So far so good. Switch goes over and I thought finally I'm free! VM was like "not so fast, let's just pretend we didn't know he's left!" So VM have charged me for 2 months since the switch, around £109. Can one of the moderators help me sort this out please.
