Why different contract details and billing faults all the time with no solutions?
I don't know when VM became this terrible, I never had any issues whatsoever until this year. I upgraded my package in February via the Upgrade button in my online account. Same day I was sent a contract summary sheet that contained exactly what I ordered - M250 at £34 and Sky Sports plus TNT sports package at £28.75 on Stream, totalling £62.75 pm. That would have been cheaper for me than adding those Flex services separately. Why then did I get an email 3 days later showing the contract I signed up for was for broadband only at £73 and no add-ons? I called repeatedly and eventually (frustratingly) was able to speak to AN ACTUAL HUMAN BEING! Explained the issue and somehow the call cut, so then had to endure the whole process again, repeatedly explaining the issue. Somehow they have no visibility of packages one could upgrade to via one's online account, as the person I spoke to said that that offer was not available. I told them the contract summary sheet number which they checked and agreed to. After almost half an hour waiting on the line for them to speak to a manager, they said the only way they could give me the same package was by still going by the new contract of £73 broadband only (which was now in effect), and they would add the add-ons I had ordered, but they would also add in a discount calculated so I only pay £62.75 monthly which was the original contract I agreed to. I asked if there would be any issues and I was assured there would be none, and even if there was, I could call back and quote the discount reference which they gave. Well, fast forward a week later and I get a bill of £83.98 for March. I assumed it was probably because I changed tarriffs mid-package, to account for time on the old contract. I decided to wait until April, and then was billed £72.65. I called and after a long hide and seek with the automated response machine, had to endure explaining everything all over again to someone, eventually they said it was billing irregularities and I should get the credit back the next month, as it seemed I had been overcharged. Why then did I get the same bill of £72.65 for May and June? I decided all the time spent trying to get to speak to an actual human, and having to explain everything ALL OVER AGAIN, was not worth the £10 extra I am being billed each month. It meant I would then have been overcharged by at least £180 over the duration of the contract, but I just could not get myself to get back to call customer service as it is a very horrendous experience! I decided last week to add an 02 sim so I could get Volt benefits. It meant that I had to upgrade my package again, which I saw to be cheaper overall to be honest, and I once again put the order through online. I clearly didn't learn my lesson the first time, as again, contract summary sheet said the same thing I ordered on the day, but the actual contract that came later yet again quoted a different figure, with yet again no add-ons. I now have Volt benefits, but somehow, they "noticed" I had left my 02 contract, the same one I literally just signed up to!! the sim of which I am still expecting!!! You just have to laugh at how ridiculous this all is. I chose not to bother calling again. I have decided I will see this contract through, and will NEVER use Virgin Media again after it expires nor will I recommend it to anyone ever again, which I used to do as, to be honest I never had issues with the broadband connection itself. I have also now concluded that billing with VM is now no longer straight-forward, just so customers can be confused and overcharged, because why did it use to be that you get billed the month ahead for example July 1-31, but now on my bill I saw 21 Feb to 30 April the first month, then 28 Feb (Feb again) to May 31 the next, and then middle of April to end of June the next, like why so much confusion?!!Asked to pay early termination fee
Hi, I have been issued a section 21 notice non fault and I have spoken to the Virgin media advisors and have been told need to pay £350 to cancel my contract despite the circumstances. Currently don't have an address i am moving to so I'm practically homeless. How is this acceptable when I have been issued a Section 21 no fault eviction notice? As I don't know where I will be moving to I can't transfer the contract to a new address and everyone else has a contract of their own? Anyone help Asha
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.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 OFCOMNo response from homemovers@virginmedia.co.uk
Hi all, I am changing my address to an area where Virgin Media is not available; therefore, I need to cancel my subscription. I sent everything to someone in chat to ensure that the early cancellation fee would be waived, but ten days later, I was billed for it. I called again and was told to contact homemovers@virginmedia.co.uk, and I was reassured that I would receive an answer within 24-48 hours after (re)sending the required documents. Sadly, I received no response. I have now cancelled my direct debit to avoid incurring payments that are not due, but I need to resolve this issue somehow. Can you please help me?Virgin Media Engages in Fraudulent Practices
Dear Virgin Media Customer Relations and the public at large I am writing to let the public know what Virgin Media truly is like before I formally dispute the charges applied to my account following the cancellation of my services on 31 August 2024. I provided the required 30-day notice on 1 August 2024 and settled all outstanding balances with a payment of £147.96 on 5 August 2024. Subsequently, I received invoices dated 3 October and 16 October 2024, totaling £139.05, for services not rendered post-cancellation. Additionally, an unauthorized direct debit attempt of £69.05 was made on 23 September 2024, which I reversed. Despite resolving these issues, I have been informed that my credit report reflects a negative entry due to these disputed charges, adversely affecting my creditworthiness. I request the following actions: Immediate correction of my account to reflect a zero balance. Removal of any negative credit entries reported to credit agencies. Written confirmation of these corrections. If these issues are not resolved within 14 days, I will escalate the matter to the Ofcom and all other regulatory and consider further legal action. I will share details of my account and invoices to prove my allegations once someone at Virgin reaches out to me. I was a customer with Virgin for approximately 3 years and will never deal with them again. Their entire back office is housed with incompetent and fraudulent agents who cannot think beyond what is stated in a script in front of them. Do not be fooled - this is a company that has shiny and jazzy advertising to the public, but it is really run on fraud and deceit. Any customer who wants to cancel their service with Virgin will be subject to their intimidation and fraud, regardless of the money involved. PUBLIC BEWARE: VIRGIN MEDIA IS A FRAUDULENT FIRM MASQUERADING AS A LEGITIMATE ONE.Left and still being charged.
Hi, I have been a customer since the pre-NTLWorld days and now it now no longer fits my needs. I gave VM the required 30 days notice following the contract end date both via one-touch switching with by new provider and via WhatsApp on the 15th February 2025. However nobody from Virgin Media has responded to either notification and have continued to invoice for a service no longer being used. This is causing me untold stress and anxiety for something that should be straightforward by continuing to invoice now at a higher fee as I am out of contract. This was also later followed up by a telephone call to a customer service agent who denied ever receiving notification, yet VM have continued to invoice even following this call. Can someone from VM please pick this up to close my account immediately as should have been done previously, and back dated to the 17th March 2025 the date my account should have been disconnected and finished and credit any overpayments that have accrued. Please also arrange a way for me to return your equipment as this has been disconnected since 17th March 2025. Look forward to this situation being resolved to my satisfaction.Completely soulless and uncompassionate provider.
I have to cancel my current contract due to massive life changes including a £700 rent increase and a move within 2 weeks. In all the hassle I’ve set up a new VM contract at my new place and am not trying to cancel the contract for the previous address which is going to cost £700+ in EDF. That’s fine. Even if I’ve fallen on hard times I understand that I’ve signed a contract. But I can’t afford to pay that in all in one go. In fact, with the cost of living crisis I don’t think anyone can. So I’m hoping to pay it off in instalments. I don’t want it waived or even reduced, just some flexibility to pay it off in instalments so I can still eat, be warm, and put fuel in the car. But no. When discussing it with an agent online they say this is not possible. It has to be paid as part of the final bill. I tried to reason with them that this was not something I could afford and just need time and instalments. The agent even said themself that they wouldn’t be able to afford but they had no way but to pay it in a lump sum. I hope all future and current customers of VM understand this: their profits will always trump any form of humanity. Any sort of requests to help you out even a little bit will fall on deaf ears. They are completely lacking in compassion, understanding, and empathy. Shame on you VM.Help cancelling renewal.
Please can someone help me? I accepted a renewal offer sent to me via email entitled “same package, new price”. However, I’ve just received the pre-contract documents through and it is missing the second TV box I have currently, missing Netflix standard that I have currently, Disney + is randomly added with a note to say it will be billed as extra each month!?!? Can someone from Virgin Media help correct this please? Either by adding the correct services and removing the incorrect ones, or by helping me to cancel within the 14 day cooling off period?