Upgrade not honoured and now the only option is to disconnect - how bizarre
On Saturday 16th August I received an offer to upgrade speed from m350 to m500 for £3 per month extra. I am fairly new to Virgin and apart from a really rocky start and poor customer service, the service has been fine. I was tempted by the offer for an extra £3 so hit the button. A few minutes later received a customer order confirmation with all the correct details including that it wouldn’t impact the current contract I was in. Great! the following day I received a text message asking me to check the pre contract documentation and approve them. Having looked at the documentation the service had jumped from £59.99 to £139.24 and a brand new 24 month contract. Not at all what i had signed up for or approved. So I didn’t hit the approve button and tried to contact the help line. Shortly after I received further documentation welcoming me to the new service and the new £139.24 price tag for something that was offered at £3 more. after an hour on the phone, I’ve been promised a call back as the retention team said i was left with only two options. To either accept rolling credit which would bring the cost back to £59.99 BUT I would be entering a new contract of 24 months which I definitely did not want given the price hikes they were showing on their documentation come Oct next year. The 2nd option was to offer thirty days notice to cancel and terminate the contract and the services. I only clicked on the link to upgrade based on the offer and here I am now being forced to leave - how bizarre. I have a customer reference number showing the details I had asked for and yet this can’t be honoured. can anyone on here help at all? I don’t want to leave, I certainly don’t want to pay double the amount I was paying simply for moving up a speed which was on an offer and I definitely don’t want to enter another contract. Loosing the will to live with the customer service.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? SteveBilling - 1st payment
Hi lm trying to speak to someone about my issue but not getting anywhere it says my first payment is 52poinds but when I first got in contact with you it was told I would not pay anything till October . For the first 4 months i was told two weeks ago the same thing I’m very happy with my bill after October it would be 25 pounds a month not a problem I really need someone to talk to me about this matter as my answer and mental health issues are not good at all I’m disabled now struggling to walk around a small flat [Mod - title edited for clarity]Cooling Off Period Issue
Hello, I'm in a similar situation, I'm trying to cancel and I was under the impression that I could cancel within the cooling period. Before my equipment was delivered I asked to change my activation date to a later date. And from the T&Cs I'm entitled to cancel free of charge as my service has not started. Can someone from the Virgin Media team help me out please.Paying since 7 months without internet
Hi! I signed up for VM250 in Feb 2025 when I moved to the UK. I got the installation pack and I guess Hub 3. I connected it but I could not get a green light or a connection. I had opened this account on phone (biggest mistake I believe...but hey why did their team not properly read out my details in the first place like all good phone services do when registering?) and they got one character in my surname wrong. For 2-3 months I was unable to login to my virgin media app because of wrong surname which I got to know retrospectively after 2 months! Finally when I could get my call through to their team (Lots of issues reaching them out on the internet for 2 months) I realised my surname is wrong so I could not access the account. Further, they charged me a bill for which I paid twice. No acknowledgement from their team when I emailed this to them in April. Last 2 weeks or so ago they sent me a Hub 5. Same issues with the Hub 5. Now I want to know how do I get compensated for the bills for months without using a single MB of internet....I am new to this provider so I had no clue how to approach for help though I emailed them and called them. I am so frustrated now that I want a compensation for all of this and want to switch my provider. They did not give me a satisfactory response whenever I emailed them.Having Trouble Viewing My Subscription Details in “Manage Account”
Hi Virgin Media community, I’m Mark Pousee, and recently I’ve been trying to check my cable subscription details online, but something strange is happening: when I log into Manage Account, the “Subscription” section doesn’t load correctly. It either stays blank, shows an error message, or times out completely after a few seconds. Here's what’s going on: I’ve tried accessing it from both desktop and mobile and even switched browsers (Chrome and Firefox) but the issue persists. Cleared my browser cache and cookies. Disabled ad-blockers and browser extensions, just in case they were interfering. Tried again on both Wi-Fi and mobile data with no difference. I can still pay my bill and see my account balance, but viewing detailed subscription info is what fails. It’s impacting my ability to manage upgrades, review usage, or check my contract details. Has anyone experienced something similar? Any workaround suggestions or known fixes like using a specific browser, adjusting account settings, or monthly resets would be really helpful. Thanks a lot! Mark PouseeNew 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.Reducing the cost of my account
Hi - I'm out of contract and I'm finding it totally impossible to reduce my package to basic internet. I have spent hours over the course of 5 attempts (both via messenger and on the phone) to cancel my TV package and renew my contract as internet only but every time I have been told that there is a system error and that I must try again in 24-48 hours. Last week I was assured on the phone that I would be called back today (before my bill tomorrow) between 2-3pm, I haven't received a call. I'm due to be billed tomorrow and I can't afford it, and have been trying to cancel for weeks now. I don't know what to do or get out of this extortionate billing that is impossible to cancel. Would someone please be able to help me? The customer service I've received over the past few weeks has been totally ineffective and a waste of my time. Thanks very muchIs it normal for Virgin to fail to match their own renewal quote?
With contract coming to an end, I had a renewal offer from Virgin which I was happy to accept, pending discussion with my partner. Couple of days later, I log back in and the offer had completely changed. Contacted retentions and said I'd happily stay at the price previously offered but they couldn't match it which I find to be really bad service. So, I am now leaving Virgin instead. Is it normal for Virgin to throw away customers like this?I would like to cancel the TV side of my package as it hasn’t been very good
I currently have broadband and TV with Virgin. The broadband is brilliant but the TV isn’t very good. I’m looking to go to another provider to get my TV so would like to cancel the Tv side of the package. i have spoke to Virgin and been told numerous things. I am able to cancel the Tv side of the package with no cancellation fee as I still have the internet with them. The internet would be £72 on its own but after the 30 days notice I should be able to call back and get discount to knock the price down. I can cancel but there would be a cancellation fee and the internet price would be £75 and it will have to stay at that until the end of the contract. Can someone please explain in clear terms what is what?