Contract's coming to an end..
I have cancelled my account (in order to avoid the sky-rocketing price hike at contract end in 4 weeks time) and my plan is either to take up a Sky contract or (if nothing appeals to me) to have my wife call up Virgin as a new customer and arrange a new install (and a new customer deal) before the 4 weeks are up. Has anyone done this before, can it be done without a break in service, and are there any issues I need to be aware of? TIA Jim
Contract ending - £100 more each month!
Hi, Has anyone else been given this crazy "offer" - I have been a customer probably since around 1996/7 always paid and had decent service etc. But my contract runs out in August and been told it will go up by £40 in August and the £100 in September! Crazy! Called up today but the price increase to stay exactly the same - with no difference looks like it will still be £40 (minimum) per month! Much much much cheaper surely to just cut ties and got with Sky direct and some of the multiple other internet providers. What's everyone else doing?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 OFCOMVirgin Media refuse to close my account despite confirmed switch to a new provider
Can someone please explain how I leave VM? I have a new provider who have confirmed the switch has been activated and an email from Virgin confirming they have had the switch request and yet I am still receiving VM services and being charges monthly. They are also constantly ringing me about my contract which expired on 08/06/2025 to try to get me to renew at a better rate than the one I should no longer be paying.I haven’t received the return package nor the label
Hi, I have cancelled my services long ago, my services has now also been disconnected and I’m still haven’t received a single email on when to expect the return package and label therefore I’d like to state in writing my dissatisfaction and my refuse to pay any incurring “penalty” you try to put on me as I have even tried several times to ask for a label following the instructions on your webpage however it doesn’t work once clicking on it! “Sorry! Oh, crikey. We can't find that page” that’s the message we get! please rectify this situation asap! Thanks!Lied to about EDF
So I've messaged virgin media three times over an early disconnection fee over WhatsApp. All 3 times I've been promised the fee would waver. Guess what? It's been nearly a month and the bill still sits at it's final amount and I've gotten absolutely nowhere. It's no use messaging WhatsApp because they'll just lie to you. For anyone thinking of joining/renewing their contract AVOID LIKE THE PLAGUE!!!Armed Forces Covenant - Virgin Media Breaching Contract
Military family here. We lived in an SFA down south and got posted to Cyprus (RAF base, which is British Territory) . I contacted Virgin Media saying that: the area I'm moving to is UNSERVICEABLE by Virgin Media hence by contract no early termination fee should be billed to my name. It is a military posting for the entire family that is outside our control so by contract, Virgin Media should not put a military family under unfair treatment and/or discrimination. Virgin Media is required to waive fees for military FAMILIES. I've explained all this, quoting the covenant, quoting other military spouses whose fees have been waived under such circumstances and the response I got was "I only have paperwork for Serving Person in my office, because the account is under your name you will have to pay". Well, isn't this unfair treatment? the house you provided services for is MOD property, which funny enough is under the Serving Person name, so you charge me, you charge him, you charge us. Webchat was even worse as I got someone who didn't speak any English and his messages made absolutely zero sense. Then I got a really cheeky guy who kept asking me of he could close my complaint. I told him not to close it and what did it do? claimed he resolved it!!!! Absolutely unbelievable how you don't understand that you can be sued for all this and that I can get my husband's Warrant Officer to send you a nice lovely letter as he already had to do this before for other people. You think you can just take advantage of people that's what you think. I expect the bill to be waived as it's legally required. Waiting for you to get in contact.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.Someone signing up in flat cancelled my services while I was still in contract with no warning
As title suggests, out of the blue I got a text message saying sorry you are leaving VM on Friday, while I was at a festival with barely enough signal to send a text,let alone ring CS or go through the web chat. Got through on webchat today and was told that the disconnection was due to someone else starting the process of getting an account in the flat. They also said that they called me about this, but I didn't have any missed calls or emails about it! I assume this is due to the next tenants moving in next month. Bear in mind my contract runs until the end of July... Apologies for the rant, but I came back tired from a festival to this nightmare and I've got work tomorrow morning where I work from home! I've put in a formal complaint but god knows if this will get me anywhere. I was also told that it takes 48 to 72 hours to reconnect me, for a mistake on VM's part! How is this acceptable at all! I requested an expedited reconnection but god knows what will happen. Does anyone have experience of this or know how I can actually get this expedited? I asked for email Comms on what was happening but this obviously hasn't happened, as VM seems to not be able to talk to any of their own teams. TIANo return kit - is cancellation still happening?
I arranged to cancel my services and have Virgin send me the return kit to another address. This was all verbally confirmed to me but I haven't had very much information over email (although I do seem to have a final bill). It was arranged to happen today, with the return kit arriving before today, but I haven't received the promised return kit. This is a failure on Virgin's part but I am terrified this will lock me into to some arrangement and I won't be able to leave without damaging my credit. What can I do to rectify this ASAP?