Misled by Customer Service Agent – Unexpected Early Disconnection Fee
My broadband contract was due to end on 16th May 2025 , and my final bill should have been £35.90 . On 4th April 2025 , I contacted an online customer service agent to inquire about canceling my service. The agent misled me into canceling immediately , stating that my final bill would be £32.06 . However, I have now been charged £69.12 , including an early disconnection fee of £47.58*, because I canceled 12 days before my contract end date . Had I been properly informed, I would never have canceled early just to end up paying more than my original bill. I would like clarification on why incorrect information was provided and whether Virgin Media will address this issue.Compensation Declined
Hello, I’ve experienced a loss of service since 2nd November, which I’ve mentioned in previous posts. Following advice from the website and forum, I registered for automatic compensation. Today, the service was finally restored. The engineers who fixed it advised me to call the helpline to verify my compensation amount. However, when I called: The first representative said I was entitled to £12. The second representative quoted £13. I highlighted that the website mentions around £9 per day, and the engineers mentioned around £8 per day. Both times, I was put on hold and then disconnected without resolution. I have a video recording of one of these calls (at the beginning, the representative says they’ll check with the team before the call ends abruptly). Link attached to this post. What should I do next to resolve this? I will be posting this on reddit as well just in case. Thank you for your help!
Ombudsman ruled in my favour
Hi, I took my claim for unpaid automatic compensation to the ombudsman several months ago and won. They ruled that VM should pay me £900 in compensation, however they still haven’t contacted me or paid me a penny. Has anyone won their ombudsman claim and actually been paid? Do I need to contact them? Thanks!Re: Cheque refund not receive - 5 months and counting
Hi, I agree with you it's such shambles, if that was us now that had an outstanding bill, they would be chasing for their money or suspend our services. I've been waiting since September 2023 and still waiting. My compensation due, is for loss of services, service disruption and lack of communication poor customer service, over 100 days, all now no cheque. I was told twice last week by phone amd email cheque will arrive last weekend still no cheque. I've bee with virgin over 20yrs all together, previous property and new property, it has to be said they seem to be going down hill. I would like my compensation ASAPWhat is happening to Virgin Media???
I set up an account early last year. A confirmed install date was made for the middle of March. It wasn't installed until the 26th October! They did the external work on the wrong house and kept trying to do the internal work even though the external wasn't complete! I don't understand how they kept getting it wrong for 7 months. I spent hours on the phone trying to get them to update the system but I kept being ignored. Eventually it was installed and I was awarded £1200 in compensation after raising with the Ombudsman. £5 per day delayed past guaranteed install date. This was the worst customer service I ever experienced but I was content with the compensation that was credited to my account. Now I've been through a 6 week process to get this credit withdrawn. First i was told it would be 14 days. I waited then when I phone it was to be the next day. Then I called again and it had changed to 10days. I called again and it was now 14 days. It's been 14 days and yet nothing. I am on hold on the phone with them just now. Has anyone experienced anything like this? I feel like everyone I have spoken to is not trained adequately to update the systems. They have been rude and I have been hung up on several times with no call back. I was with Virgin media a few years ago and never had an issue. Is their customer service failing? Or has it always been this bad?Cheque refund not receive - 5 months and counting
In January 2024, I moved to a new address but was disappointed to learn that Virgin could not provide their services there. They assured me of sending a £382 cheque for the account credit balance and compensation, but it never arrived, even after waiting for 5 months. Despite making several calls, Virgin's attempts to send another cheque or deposit the money into my bank account have been unsuccessful. Their online chat has also been inconsistent which has added to my frustration. Regrettably, other customers have faced similar issues, and I'm left with no other alternative than to escalate this matter to the ombudsman. As a long-standing customer of Virgin, this experience has made me hesitant to recommend their services in the future.