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.Endless back and forth with missed appointments over what is likely a straightforward cable pull
I ordered VM hybrid fibre to arrive the day after moving into a new address (a week ago yesterday). It's my understanding that when VM think the property is already set up with their sockets, they simply send a quickstart box - which they did. Box arrives, and doesn't fit any of the sockets. So I get an engineer visit the next day to install the box. He immediately notices that there's no external socket for VM (the brown boxes). However, there is a blue/green tube protruding from the ground just away from the wall and there's even a little square entry point on the wall. He says it looks as if the cable itself has already been laid/out in a trench and all that's required now is for an engineer to pull the cable from the Toby box to the property, drill a hole and then himself or another engineer can visit again to get me connected. He texts me to let me know that he has spoken to the cable pull guys and that the earliest this can be booked is two weeks from then. However, he then messages me later in the day and says that the cable pull team may be able to come the next day. No one shows up, so I call VM again the next day and they tell me that engineers are in my area and will eventually get around to property (with no indication for when this will be). The next morning a get a wayleave email saying I need to get permission from all of my neighbours before any works can commence, which is baffling for a couple of reasons: 1.) The trench for the cable appears to have already been dug and there's already the tube to accept it. So that would suggest no invasive work is necessary. 2.) My property is a detached house that leads directly onto to the street, therefore even if there were work that needed doing, it wouldn't encroach on any of my neighbours. So I call VM again and try to explain this. They organise a "site survey" for someone to come, look at the front of the house and then tell me the work that actually needs to be done (which I already know is just pulling the cable). I've been sat at home all day waiting for this person, with no updates or timeline of any kind. There's still a chance they show up (as the customer service person assured me it's booked in and the time window is from 8am to 7pm). I am highly doubtful anyone is showing up now so I've just wasted my entire day waiting. At this point I'm strongly considering just cancelling my service before it even starts. I literally have photos of the tubing and was told by the other engineer what likely needs to happen but I have no one I can actually show them to to straighten this out.
Waiting for call from management after a complaint. How long is it likely to be?!
Sorry but this is long! A month ago, I told Virgin I was moving house through the messaging system on their website. I requested to see if there was a better deal than my current package as I had been on it since 2014. What I expected to be a quick chat, turned into over 2 hours - they said they were experiencing technical difficulties. The operator told me there were 3 options that were better and then told me option 3 was best which was for volt with an O2 sim. She told me the broadband was better, (I believed it was M500 which can be boosted), free Netflix with adds, and I thought my tv would be at least the same or better. I am usually a cautious person and so asked many questions and felt her increasing, persuasion to accept option 3. E.g. ‘so, shall we go with option 3?’ My chat messed up and was keeping previous chats so it became very hard to get the correct points across. I was worried to come off the messaging as I would potentially have to go back through it all and with the pressure of moving house, accepted. However, it turns out she put me on Volt 350 and mix it tv which is worse than my original package. We have lost loads of channels. I am out of the cooling off period but called today and spoke to retentions as I feel they have messed up (been a customer for years). They offered me different packages at higher costs. I just wanted the package I had been told I was getting at the price I was quoted and that I had accepted. It has been sent as a complaint where I now need to wait for management to call me which can be 7-10 days whilst putting up with the pathetic number of tv channels and recordings we can’t watch. I was told it would be over £1000 to cancel the contract should I go to another provider. Awful- especially as they messed up originally. So, how long have others had to wait for call from the team please?When to cancel?
I'm planning to leave Virgin when my current contract is up in January. I currently am contracted for Gig1 Volt Boost @ £44.07 which will end on 12th Jan. The price from the 13th Jan will be £75.07. We are moving across the country and wish to end our contract. If I wish to give a full 60 days notice is that 60 days prior to the 12th or the 13th when the price rises? Thank you for any help you're able to give.Worst Customer Service
I have been trying to sort out my account for over 3 months and have never had such a debacle. Had 2 different contracts, spoke to numerous employees and still can't resolve basics. Thought I had it all sorted last month with another new contract but yet again Virgin promised much but delivered nothing. Spent over 2 hours on the phone that time and now just spent 40 mins then I got passed to my 3rd agent who promptly cut me off deliberately. Has anyone else ever dealt with such a poor organisation who are completely inept? So, infuriating when the staff employees cannot read previous notes or don't listen to you? Then pass you onto another agent where you have to keep on repeating yourself endlessly. Anyone from Virgin got the courtesy to try and sort this out? Rather than on of your Employees who said best thing to do was leave, I am starting to think I should have followed his advice.Cant Downgrade, cancel or do anything
I've been with Virgin Media for many years now, but for the last 2-3 years or so I've had some financial difficulties and have requested MANY times for virgin media to downgrade my services so that I can continue paying for it without any issues, but they somehow get away with increasing the amount of stuff I get and ultimately having to pay the same amount making it out like 'I'm saving so much with these added discounts', I've been paying almost £100 a month for a while now for services I hardly use at all (I only use the internet, something I tell them every single time), I've tried removing the phone and TV packages MULTIPLE times and they make it out like its some impossible task, how crazy is it to just want to pay for internet? I cant even leave because of the insane cancellation fee. I didn't leave before because there was no other high speed ISP in my area at the time, and also getting stuck in new 18 month contracts every time I try to reduce my package which usually amounts to maybe £10-15 less only for it to increase again in April or whatever the usual date is. There's even been times when they've broken their word promising IN WRITING that there wouldn't be any price increases only for there to be a price increase 2 months later, and when I complained about it WITH EVIDENCE, no one did anything at all, and it eventually got stuck in an automated email loop not going anywhere. I'm at my whit's end with virgin and they cant convince me they can resolve anything at all (Because they haven't), I've spent years paying a fortune on a service I hardly use, they haven't done a thing I've actually asked for, I can barely make my monthly payments and I cant afford to pay the cancellation fees. I don't have it in me to speak to them anymore, everyone I speak to seems to have their own solution EXCEPT the one I ask for, is it really THAT hard to just pay for internet.New customer - acc not linking to VM app
I placed an order for TV and broadband on 29/10/25. Unfortunately VM didn’t add a phone line therefore this required me having to cancel and redoing the whole order! The issue is that my account isn’t showing my correct order. It’s displaying the first order, which has already been cancelled. I’ve spoken to customer services but they don’t seem to know what to do? Can someone please help me? I’m losing hope. Why is everything so complicated? At this point, I’m considering cancelling everything and sticking with my current provider. I’ve been on the phone nonstop for the last three days!Disconnected 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?How can I change the account email address without access to it? I am at wits end.
Can someone from virgin media please help I am at my wits end. The email address used to access my account is now defunct and can't be reinstated. To change the account email address the VM system requires... access to the old email inbox. The only email change process sends a verification email to the old address. How can I change the account email address without access to it? I keep being told I’m reaching maximum security questions after only 2 attempts and at this point I just want to cancel my account but cannot do so due to the email issue. How can this be resolved??
