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.New contract set up without my consent after moving house
I moved from a flat into a house and virgin media cut me off early due to the new tenant enquiring about getting Virgin Media in the same flat. That issue was sorted about a reconnection, and I thought that would be all done. In the process of trying to get reconnected, I must have given my new address to someone at VM because unbeknownst to me, a new account has been set up in my name at my new address. I have explicitly stated that I would not be taking Virgin Media with me to my new address, and have correspondence saved to prove this, so I was shocked when I have received a bill for £122.29 for a new account in August. I can't access this new account, as my email is only associated with my old account, which I have paid the final bill for. Who can get this issue rectified as I will not be paying the £122.29 I have received a bill for as I never asked for the services, have not received the services, and explicitly stated that I did not want the services. I have cancelled the direct debit to VM as I am sure that any money taken in eror would not be returned.Reducing the cost of my account
Hi - I'm out of contract and I'm finding it totally impossible to reduce my package to basic internet. I have spent hours over the course of 5 attempts (both via messenger and on the phone) to cancel my TV package and renew my contract as internet only but every time I have been told that there is a system error and that I must try again in 24-48 hours. Last week I was assured on the phone that I would be called back today (before my bill tomorrow) between 2-3pm, I haven't received a call. I'm due to be billed tomorrow and I can't afford it, and have been trying to cancel for weeks now. I don't know what to do or get out of this extortionate billing that is impossible to cancel. Would someone please be able to help me? The customer service I've received over the past few weeks has been totally ineffective and a waste of my time. Thanks very muchIs it normal for Virgin to fail to match their own renewal quote?
With contract coming to an end, I had a renewal offer from Virgin which I was happy to accept, pending discussion with my partner. Couple of days later, I log back in and the offer had completely changed. Contacted retentions and said I'd happily stay at the price previously offered but they couldn't match it which I find to be really bad service. So, I am now leaving Virgin instead. Is it normal for Virgin to throw away customers like this?I would like to cancel the TV side of my package as it hasn’t been very good
I currently have broadband and TV with Virgin. The broadband is brilliant but the TV isn’t very good. I’m looking to go to another provider to get my TV so would like to cancel the Tv side of the package. i have spoke to Virgin and been told numerous things. I am able to cancel the Tv side of the package with no cancellation fee as I still have the internet with them. The internet would be £72 on its own but after the 30 days notice I should be able to call back and get discount to knock the price down. I can cancel but there would be a cancellation fee and the internet price would be £75 and it will have to stay at that until the end of the contract. Can someone please explain in clear terms what is what?Cancelation complaint
I had moved properties in Feb 2025, I notified viegin and was told at that time i would not have to pay a cancellation, due to not being able to drill holes into the property, I then called again and was told that would have to pay a cancellation which I was not too happy with, I then asked for the original call to be retrieved and listened to, conveniently the call couldnt be found even with me providing a date and time. I told them I didn't want to renew in writing (back in april on the community site) and I received a call at few days ago looking to upwell to me and asked for confirmation the contract was cancelled and they told me there weren't any notes on the account. I called again today to cancel and told I have to provide 30 days notice or pay an extra 2 weeks on the new rate. Just be aware of the above points if you need to cancel as it seems they lose calls, get confirmation when cancelling that the notes are actually on your account!Unable to reinstall the terminator cap
I have recently moved out of my previous property. HM-150725-32 My broadband account with Virgin Media was terminated on 18 July 2025. However, nobody had instructed me to install the terminator cap until I received the return package on 25 July. Unfortunately, I no longer have legal access to the property and am unable to re-enter to complete this step, as my lease ended on 14 July. The cap remains in my possession, and I am happy to return it to you by post or with the return package if needed. Please let me know if you would like me to send it back, or whether no further action is necessary. I would also like confirmation that I will not incur any charges as a result of not being able to insert the cap, as I have fully complied with the disconnection process and am no longer able to access the premises after cleaning. (Pls find attached my checkout record) Thank you for your understanding and support.
Multiple renewal quotes - I gave up
I received a call from Virgin about my contract end so agreed to receive a quote the agent advised renewals were £198 then quoted a special price of £98. Given our existing price and knowing that we would also see an increase in April. I passed and was then was disconnected whilst trying to cancel. I called back and spoke to Holly who was great but advised me the rate was £111. I said no thanks and was directed to another agent who first advised a rate around 188 and then offed £89 and then around £82 for 24 months which would increase in April. I will now just opt for this one touch end and take a Sky deal instead. We are waiting for better Internet locally but being locked in for 24 months at a cost of several hundred pounds more a year seems hard to justify. Especially with lack of real pricing clarity and an increase just months after taking a contact seems wrong. I can't see the justification of in excess of a 20% increase after 18 months. Nothing is forever I guess.Request Return Kit Link Broken?
Hi, I am cancelling August 13th, and the link provided by Virgin is broken for requesting the kit. https://www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack Can someone advise if this can be fixed or if anyone else had this issue and was able to resolve it? Really don't want to be charged because of a Virgin issue. TIA!