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. Cheers
Appaling 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 ?Returned Equipment and Still billed for the returned equipment
Received email and text yesterday asking for the return of my Hub 3 or I will be charged. This was dropped off at a Yodel parcel shop on the 18th of October 2025, they scanned it in and I put my email address into the machine as he said I would just get a receipt emailed to myself and that's all you get. i received the receipt and now i even have an email saying that it was delivered. so i was in shock when i was going to be charged for equipment i have already returned with proof. Today being November 14, i just received a bill for equipment i have already returned. how do i get them to check using the tracking number and reversing the bill to the former position of creditMoving home
Hi everyone, We moved home a few months ago, our contract should have ended this month but now I’ve been told I entered a new contract when moving. Our plan didn’t change at all, all we did was move home. Has anyone had this sorted? I don’t want to be in a contract for another 2 years as the coverage is shocking. ThanksDisconnected after accepting online renewal, now struggling to get the original offer honoured
Virgin Media disconnected me earlier this week after abysmally failing to process my online contract renewal. I have since been reconnected, but getting customer service to honour the original renewal offer is proving to be a real nightmare. A timeline of what has happened: In mid-September 2025, I informed Virgin Media that I want to terminate my contract due to a massive increase in my monthly subscription cost, from £56.52 to £197.52, which was due to come into effect on 19 October 2025. I asked for a straightforward cancellation of all services, without doing a one-touch-switch to another provider. A few weeks after my cancellation request, I received an email from Virgin Media with an offer to renew my existing package for a further 24 months at a cost of £44.02 per month. I accepted the online renewal offer on 7 October 2025 and received an order confirmation by email on the same day, stating that my existing package would be extended by a further 24 month at a monthly cost of £44.02, with an annual price increase of £4 each April. The email also said that the estimated activation date for the new package would be the 10th October 2025. On 17 October, I noticed that the new contract details were still not showing in my online account and called Virgin Media customer to inquire as to the reason for the delay. The customer services agent informed me that, contrary to the information provided in the order confirmation email, it might take up to 15 days for online renewals to be processed. As my existing contract was due to end on 19 October, the agent told me that she would suspend the disconnection and manually monitor my account so as to ensure that the renewal of my existing package at a monthly cost of £44.02 was processed correctly. She also promised to keep me informed by telephone as soon as the renewal of the contract had been processed. I was further promised that I would receive a full refund for any additional charges raised against my account until the renewal process is complete, so as to ensure that I am not overcharged for my existing package. During the night of 22-23 October, all Virgin media services at my address were disconnected. On 23 October, I called Virgin Media once again. The agent puts in a reconnection request and promises that, once I am reconnected, the renewal offer will be processed. On 25 October, Virgin Media reconnected all services and bills me £206.88. My online account says that I am now "out of contract". There is still no sign of the online renewal offer, which I accepted on 7 October, and for which I was sent an order confirmation and two pre-contract documents. When I call Virgin Media, the agent tells me that the online renewal offer was voided by the (erroneous) disconnection and that he is unable to recreate the package price that I accepted when renewing my contract, since the "pricing tool" is not available within the first three days of (re)activating an account. He suggest that I call again "after 72 hours" to see what can be done. I am now left wondering what will happed in three days. The online renewal offer that I accepted on 7 October was substantially better than anything I was previously offered by the retentions team over the phone. I am shocked that Virgin Media has failed to process the online renewal within the promised 15 days and I am now left picking up the pieces. What will happen in three days if the telephone agent is unable to match the online renewal offer that I accepted on 7 October? To make matters worse, a charge of £206.88 was raised today against my account, which now appears to be “out of contract”. I feel like I have hit a dead end with customer services and that my only way forward is a formal complaint and, if this fails, contacting the Communication Ombudsman. Is there really no other (and quicker) way of getting this problem of Virgin Media’s own making resolved in a satisfactory manner?Impossible to get a refund
I have been waiting on a refund for an early termination of contract charge since July. I sent my new proof of address that Virgin don’t serve my new area in time, but they still took the money. I have been promised multiple times since then that I would be refunded via cheque or bank transfer, I wait the amount of days they say it will take, and the money/ cheque never comes. When I phone again the customer service person agrees with me that I’m owed the money but can’t explain to me why it never comes through. I am at my complete wits end.