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.Switched Provider
On the 1st August I had a new fibre provider installation via "AutoSwitch". I was well out of contract with Virgin. On or around the same time my account access with Virgin/Volt was disabled. Virgin equipment, landline now redundant. I was infirmed that my Virgin email will be available for 90 days afterwards. I paid the last bill as normal for the previous month then cancelled the direct debit. Assuming that I billing is paid in advance I should need to pay anything more. Today, 28th August have received another Virgin bill for another month plus another £5.00 added on. Trying to phone Virgin is like trying to get a doctors appointment.Complaint Closed Without Resolution or Follow-Up
I’m very disappointed with how my recent complaint was handled. When I signed up for my service, the information provided by the representative was completely different from what Virgin Media is now claiming. I raised a formal complaint (C-0610255977), but it was closed without any resolution or agreement, and I haven’t received any follow-up or explanation since then. I would really appreciate if someone from the team could review this case properly and get back to me with an update.Returning TiVo 1TB Box
We have been asked to return a box which must be more than 5 years+ old and which we no longer have and have never used at a charge of £90. A quick search on the VM website informs me that these were phased out and no longer offered to new customers. Does anyone else have experience of this?Receiving letters addressed to someone who has never lived at this address
Hello, Please can someone from Virgin Media help me? My mother-in-law recently came to stay with us while she waits to move into her new house. She temporarily transferred her Virgin Media account to our address while she moved, because she didn't want to pay a cancellation fee. Upon doing so, she was told that we had previously had Virgin Media at this address, which is incorrect as the previous owner was an elderly man with dementia who didn't have any form of internet at all. BT had to come and install internet access from scratch when we moved in 3 years ago. My MIL has now cancelled her account altogether as it turns out Virgin Media doesn't have coverage at her new address. We have now received several letters and parcels for someone named Steven Andrews, who has to my knowledge never lived at our address, saying that he needs to return his Virgin Media kit or pay a £40 fine. It also says his details may be passed onto a Debt Recovery Agency. I don't want bailiffs turning up at my house thanks! Please can we get this sorted? I don't know how else to contact you as there is no email address or phone number anywhere, and the web chat doesn't work if you have a complex query! Thanks - ChloeMoving home with no mortgage
On Virgin Media’s help pages, it states that if you are moving home to a house that is not covered by Virgin, that you can leave early without paying an early exit fee. That’s not the issue here, as we are moving to a rural house. The policy goes on to state that you must prove to Virgin that you are moving this your new home by providing proof, such as a mortgage statement or rental agreement. We are actually purchasing the property privately and paying for it using the money from selling our house, which we own outright. We do not have a mortgage. So, how can we prove the house purchase when we do not have a mortgage or a tenancy agreement and we are undertaking the survey and conveyancing privately, not through a solicitor. I am severely disabled and I have repeatedly tried using chat, for hours and just go round in circles, or, frustratingly get cut off. The last time I tried the phone Virgin, the lady on the other end could not understand my query, and just kept saying, I do not understand. Over and over again. I hung up. I am finding this whole fiasco exhausting and do not know what to do. Obviously I can prove we are selling our house and will not legally be the owners anymore, the new house is in a field in the country and does not even have fibre cables, never mind access to the Virgin network. Can anyone offer me assistance, before I raise this as a formal complaint. As for giving extra support to disabled customers, clearly this is lip service at best.The previous tenant is unwilling to cancel his account. What should I do?
Hi， I recently moved into an apartment and ordered a broadband service from Virgin. But when I thought I would receive the broadband soon, Virgin informed me that there was still an account of the previous tenant in my room and I couldn't get my broadband until the previous tenant cancelled his account. I contacted the previous tenant through the agent several times, and each time he said he would cancel it soon or had already cancelled it. I also contacted Virgin's customer service many times and got the reply that his account still existed. I even uploaded my rental contract and passport through the email Virgin sent me, but still nothing could be done. I feel terrible. What's worse, only Virgin's broadband can be installed in this apartment. I really hope someone can help me solve this problem.Transferred out but still being charged
I left Virgin on 28th July. I was out of contract and gave 1 month's notice. They acknowledged I was doing this with 2 or 3 emails. But they have nonetheless been sending me demands for money (luckily I expected them to be useless so I'd cancelled the DD mandate, so they don't actually have my money). I have tried various ways of contacting them. The closest I have got was to cancel the account again, which will be effective 20th September. Meantime though I have had a further 3 emails about increasing amounts of payments. How do I get Virgin to actually close my account and stop contacting me? SteveFalse Prices & Zero Customer Service
I signed up for a social tarrif as I am on benefits, this was priced at £21.99, after reading through my pre contract agreement, I saw in tiny writing that in fact, if you only purchase broadband, it’s actually £54. That’s a massive jump for someone with limited funds. I signed up for an account, using my face as my password & my mobile number as back up, as Virgin recommends this as the highest security. When you call the number ending 1111 when you finally think you’re able to speak to someone, your asked to type your password, which is hilarious, how do I type, MY FACE! At this point, I just want to cancel my account because it’s impossible to talk to anyone & a company that actively avoids speaking to their customers, cannot be a good one. It states I’m able to cancel within the first 14 days, is there any information on how I do this? No. Is there any way to speak to a person, to do this, nope!? So what on earth am I meant to do from here!? I cannot afford the money they’ve secretly asked for & I cannot speak to anyone for love nor money!
