Homelessness and new address - no fee wave changed
Hello, I am being illegally evicted. I have called Virgin Media about my circumstances to discuss cancelation and fees. The first two people I spoke to were very sympathetic and understood I would be homeless, the second woman confirmed I wouldn't need to pay an early cancellation fee because of my vulnerable circumstances and she passed me on to a final colleague. They then said this wasn't possible and that I'd need to pay the cancellation fee even though my situation was explained and I would have no new address, contradicting what was already said. Then he said I'd actually get £50 off. He said that he would raise me questioning this as a complaint, which it was not it was questioning why I was now being given different treatment and options, and asked me twice to confirm the "complaint" he made up was solved - which it clearly wasn't. He said he would ring again the same day, repeating multiple times I would need to have my phone on me, and no call came to instead dicuss freezing my account for 90 days, even after I said I would be leaving the property that day. No call came. The next working day no call came. I followed up to the email complaint he made up and suddenly I got a call. I'm now told the temporary address I've given will have an additional fee change if I'm moving home, on top of disconnection fees. I'm beside myself, first I was told I would have no cancellation fees as I've been illegally evicted and in a vulnerable position, but now I've been told its either full fees or a freeze and then even more fees by way of a home moving fee and disconnection fee. I was only told about these additional fee prices after agreeing to the freeze - I don't know where I will be then, and the previous options given by different staff 30 seconds prior to being switched to someone new do not apply anymore. Not only is it days before Christmas, I've been illegally evicted, and then lied to by Virgin Media giving me false hope about my situation. Why are vulnerable customers given two different solutions by staff and then given even more fees on top? Is this a situation a joke to Virgin Media? Why waste the little time I have giving a solution and then packpedling with more fees?Virgin did not inform BT of cancellation
I just had to manually cancel my old service with BT because Virgin did not confirm that the switch had been completed. So, I've already paid 3 bills to BT even though I'm now with Virgin. I switch to VM on 14th September 2025 I thought they were part of the One Touch Switch and didn't have to do anything Spoke with BT even they where surprised that nothing had be sent to them about the switch. I tried calling but I keep getting a bot that did not help whatsover.Moving house and Virgin has started a new contract without my consent...
Hello, I have been a loyal and satisfied customer of Virgin Media for a number of years. In July 2025, due to personal circumstances, I planned to move back in with my parents, as a short-term agreement. Knowing this, I called Virgin to cancel my 18 month contract which was due to expire Feb 2026. They explained that the fee to disconnect early was very costly and so they suggested that I suspend the broadband for 3 months whilst I was moving back in with my parents. Their suggestion was that I then cancel prior to the new contract start date (Oct 2025), at which point the disconnection fee would be a lot cheaper. I thought this was a reasonable option so I said yes to going ahead with this (confirmed on July 15th 2025). As it happens, a friend was staying on in the previous tenancy and she offered to continue to pay for the original 18 month contract, due to end in February 2026. This would mean I would no longer pause the broadband contract and then cancel prior to October 2025 and instead just continue on with the 18 month contract and pay monthly as I had been doing in the years I have been a loyal customer to Virgin before. I called Virgin back on July 15th 2025, to say I no longer wanted to go ahead with the plan with moving house that I had discussed earlier that day and instead make no changes to the contract, just continue on until Feb 2026. Nothing about my package was to change, and I certainly had no wish to sign up to a new contract. I received an email with a new contract, but assumed that this had been cancelled, given I had a conversation with customer service later that same day, explaining I no longer wanted to go ahead with this. I discussed this with Virgin Media customer service and this was agreed without issue. At no point during this process was I informed of any changes to the terms of my agreement with Virgin Media, specifically that a new 18-month contract would be generated at the new address. As far as I knew, things would continue as normal, with the original contract, due to expire February 2026. Today, I have contacted Virgin Media after having been notified that there is a missed payment on my account. I was shocked to learn that Virgin Media have created a new 18 month contract on my parent's address, without my knowledge. They have suggested that I owe them £243.50 up to this date and then a further bill of approximately £1000 to 'disconnect' this service early. The purported contract was supposedly sent via email on July 15th 2025, however, given I had called them later that day (15th July) to terminate this contract, I was appalled to find that this had in actuality, not been cancelled as I had believed. This oversight feels misleading and deceitfully designed to lock me into a prolonged agreement without my explicit consent. Additionally. I am shocked to have been informed by the customer service team, that there is no 'validation' as to whether I consented to a new broadband contract or not. Notwithstanding that I have continued to pay in a timely manner for the broadband on the original contract, it is additionally presumptive to assume that one can access broadband at two different addresses with only one router (which has remained at the original address for the entirety of the contract). Nonetheless, Virgin Media expect me to pay out over £1000 for broadband which was set up without my consent, has never been connected for use, nor has it been utilised, particularly given that the router remains at the original contract's address. I am disappointed by the lack of transparency and clear communication regarding this significant change in contract terms, especially from a company that is meant to be a reputable service provider. Had I been informed of the initiation of a new 18-month contract, I would have been in contact far sooner to rectify the error which Virgin Media themselves have made. Furthermore, my attempts to seek clarity and resolution have been met with considerable resistance, involving being passed around various departments. I spoke to one man from Virgin Media, who helpfully agreed with the case I presented to him and informed me having looked at the transcripts from my conversations in July, that he would waive all costs associated with this new contract. He transferred me to the billing department, reassuring me that they would help to waive the costs. However, when I spoke to a customer service assistance in this new department, she informed me that there was 'no evidence' and 'no transcripts' from my conversations and that I would owe the full bill amount. It seems absurd that members of the customer service team cannot come to an agreement with each other, let alone be able to access the same information regarding my case. When I stressed that I didn't agree to anything and that is the issue here, she remarked that there was nothing she could do to help, but to get her manager to call me back another day. I have no doubt these calls were recorded, both in July and today. I have submitted a subject access request, as it seems pertinent given the level of service being provided, as well as the consistent and blatant misuse of customer trust. I stated that I will be disputing this case and will take the matter further - it is unethical, unprofessional and should not be allowed to continue. I look forward to my conversation with the manager from the billings team which I have scheduled for this Wednesday 17th December, however, I have no doubt based on the customer service offered to me up to this point, that this conversation will not bring me any resolution. I have sought legal advice - whilst I am ready and willing to resolve this between myself and Virgin Media, I am prepared to take this matter to the Ombudstman, Ofcom and Trading Standards. In the meantime, the broadband in the address of my original contract has been cut off, which customer service have also failed to resolve. It is not surprising to me to see many others in this position (https://community.virginmedia.com/t5/Managing-Your-Account-Cable/New-contract-without-my-permission-after-house-move/td-p/5388210) New contract set up without my consent after moving house | Virgin Media Community - 5661259 Moving House - Put on new contract without my consent | Virgin Media Community - 5517140 And to see that Virgin has historically been the most complained about telecoms provider this year because of customer service. Any advice on next steps on how I can get this resolved much appreciated. Thanks in advanceLeaving Virgin Broadband & TV seems so hard
Morning. Hoping for facts here. We want to cancel our Virgin Broadband and TV Contract when it runs out. And go with another Provider. Checking online people say it is hard to do. As we are Oldies we want the correct way to do it. Without hastle. Our contract runs out 2nd March 2026. Can you advise us please.
ACCOUNT CANCELATION --- 93 Year old
Hi All, Due to circumstances we are moving my Mother in law to live with us at home. We have had the garage converted and its already to go. Problem we have is trying to cancel my Mother in laws flat account. She is 93 partially deaf had 2 mini strokes and suffers with short term memory loss. Telephone conversations are difficult as a minimum, never mind talking technical stuff with her. a simple TV remote is mind boggling to her. We have the documentation (Bills etc ) and my Wife has power of attorney to cancel the account but the people you talk at VM will not do anything without the account memorable word. Which there is NO chance of her remembering. Any advice on the best way to proceed is most welcome. CheersAppaling Customer Service
Placed a disconnection request for the end of the month whilst out of contract aince March this year. Bill arrived today and I was baffled why I am being charged for early contract termination fees when I don’t have one. Rang customer service the 1st time, lady answered was very helpful until she decided to go "investigate" my account. Proceeded to be silent for over 5 minutes then dropped the call. This started the horrible experience. I waited 10 mins to allow a call back in case it was an accident but of course nothing. I then rang a 2nd time and was met with silence for a few minutes until the call was dropped. Rang a 3rd time, same again. On the last attempt I mentioned I know how call centers work and their contact rules and that I wouldn't hang up so it was not registered as me terminating the call as this is different tracking wise than rhe agent doing so. I then got the typical 3 callback attempts as per the norm in call centers but those were all still the same. Silence. Any other person probably would get away with it but I understand how things work being that phone and its not ok behaviour. I am disputing the ETFs being charged for a contract that doesn't exist as I did not agree to anything. If a contract exists and I am not aware of it, that will be a whole another level of issues. And I will be raising a complaint for the customer service I have received today. No matter how many silent calls I am met trying to reach Virgin Medias customers support. I would like a proper callback from someone actually helpful and this matter resolved. Whilst you're their customer, brilliant support. God forbid you try to leave.Wrong contract date end
I am looking for support from other members or ideally a Virgin team member who can help. I started my 18 month contract in April 2024 due to end in October 2025. I moved house in this period and it seems as I moved house they restarted my 18 month contract from my moving date instead of continuing my initial contract. I also had a promotional offer running from April and this expired in October yet I am still locked into the same contract which is now charging me double as the promotion has expired. I should not be in this contract any longer and it is due to run until Feb 2026 meaning I am supposed to pay double for 6 months and I cannot leave early without an early disconnection fee. I have tried to contact live chat and I have raised complaints which were initially responded to until I pointed out they made an admin error and then they just tried to shove a new 2 year contract in my face without reimbursement for the last couple of months.VM is Shameful
For the past 4 months I've been getting disconnected from the Internet around 9-17 time per month, this month alone I have been disconnected 10 times and I raised an issue with them about it and they tried to mug me off suggesting £5 off my bill which is insulting, however I have recently found out that i am within my rights to cancel early without paying the early disconnect fee as is my right according to consumer rights unless something can be done to fix this mess of rubbish that keeps occurring, I am paying for Internet not some funky flashing red box is anyone else getting the same issues of constant disconnections multiple times per week, per month?Disconnected despite recontract!
Earlier in October I requested to draw to an end my deal due to end 21st November to look at other options. I got a disconnection date of the 21st. fast forward a few weeks and I accepted a virgin offer for 20% off my package to stay - which I accepted. shock horror, come the 21st my services have alll been disconnected despite having signed a new contract agreement. I even have the emails confirming the contract start dates and activation dates. Planning to call when lines open but given previous customer service engagements I’m not holding my breath. Is there a virgin rep on here able to help me get this sorted as painlessly as possible. as with most, I rely on these services for work!Netflix Activation
Been promised an activation email 3 times, with words like - I can assure you it will be resolved in the next 24 hours to it will be resolved in the next 5 days No instructions on how to activate - apart from “click activate under Netflix on my virgin media app” but it’s not on my app. Netflix app on the box trying to charge a monthly fee Is there any help or advice for this ?