Unable to manage account
Hello, We recently ordered a Broadband upgrade and recieved an order number, however since then no changes have been made to my account and I am unable to change any package settings as I am continually redirected to the following URL: https://www.virginmedia.com/support/help/change-my-package/my-current-package/customer-exclusion This points me to the WebChat, which is painfully awkward to navigate and responses from human team members are dreadfully slow. This is not helpful for an 85 year old account holder. Please help.Frustrating Experience
Customer service keeps closing my chats. Now they keep raising complaints for me with incorrect information that say they are resolved when they aren't. Here is one of the conversations: Pankaj: Thanks, as I have checked, there is no outage but an intermittent connectivity issue in the past 24 hours and that is it. No major outage is detected. I can see that your HUB is online too, you should be able to use the services without any issue. As compensation, I would like to offer GBP50 as one off credit. I hope you will accept it? Customer : Thankyou, that sounds reasonable, on the condition it doesn't limit me from any further compensation if the internet cuts out again. And I am able to transfer to the deal for M350Fibre Broadband at £25.99 on your site Pankaj: Thanks for accepting it and I have applied the credit on the account. The issue was then marked as resolved but my two conditions were not met. Any time I try to raise another issue I get the run-around. Further issues have been opened with incorrect information and then marked as resolved even though they aren't.VirginGo Log in issue
I’m trying to access my virgin go app but the email address I used and is linked to the account I no longer have access to so cannot click the link to be able to log in why can’t it just have a user name and password why the stupid link to log in. Please help change my email on the account so I can log in!!!!Help - no internet despite payment
I have made a payment of 70 pounds and it has been almost 30 minutes yet my internet still is not restored. Interestingly when I check my account it says it is over 50 Pounds in credit yet my services were cut off..? This is so confusing… Can you please help me? [Mod - title edited for clarity]Netflix hacked - going round in circles
My netflix account, which I have through Virgin Media, has been hacked and the email address to access it changed by the hacker. I have been going around in circles with Netflix wanting a 6-digit service code, and Virgin Media who were adamant that no such code could be given out. Virgin Media have said the only thing they can do is send an activation code (which I have not yet received) and raise a complaint (which I have not yet heard anything back from). I've seen a lot of people who have been in this same situation, did anything ever get resolved????? How can I reset the netflix account I no longer have access to?????? PLS HELP.Viewing outstanding charges without My Virgin Media
I cannot log into My Virgin Media because the website doesn't recognise my surname as I have an apostrophe in my surname on my account details but the website doesn't seem to recognise the character so cannot verify my details. I tried to solve this problem with the help of someone on this forum two years ago who raised a ticket for me but I never managed to access My Virgin Media. I am no longer a VM customer and I'm no longer in the UK so I can't pop into an O2 shop, and I suddenly had a worry that I never paid my last bill - I don't know if there's an outstanding charge to pay but I can't find out because I can't log onto the online platform, and when I've tried calling the helpline it just says that it'll send me a text to access my bills online and then hangs up, and I never get a text. I can't find a customer service email and can't even lodge a complaint without getting onto My Virgin Media! It's incredibly frustrating. I haven't received any emails from Virgin since November last year which leads me to believe that I must've somehow managed to pay the bill, but I don't have any confirmation and as I moved house I'm worried that any outstanding charge notifications might have been sent by post to my previous address. How can I view my outstanding bills without having access to My Virgin Media?Waiting for previous owners service to be disconnected?
Hi, I bought a flat almost a month ago. I logged with VM would be moving that weekend to transfer the services across. Was told I would get sent new equipment. Then at the end of the call they tell me there is active services and they can’t process the move and I need to wait 24-48 hours for them to call me back. I never heard anything back so I phoned again, told the same thing to wait 24-48 hours. And again when I tried a further time. I’ve provided evidence that I own the property. Submitted a complaint too. to be honest I’m really fed up with how awful the virgin media support is. It should be such a simple move, I provided evidence that I’m the owner. That surely should be enough? At this point, I’d like to just cancel the contract, without an early termination fee as I’m fed up of waiting. I need the Internet to be able to work from home. Would appreciate any advice! If Virgin Media refuse to cancel my account, I’m going to report to the ombudsman, as I find it ridiculous that even with proof they won’t just transfer my services. I can see that there’s lots of people online having the same issues so would appreciate knowing if anyone found a resolution.HACKED EMAIL Virgin unable to fix
My email got hacked. I changed all email details on virgin media systems, accounts and apps. Not once did I get confirmation of any sort. I raised a complaint and they said it’s been changed. I don’t get any emails except bills on my correct address. I RENEWED MY CONTRACT AND IT ALL WENT TO MY HACKED EMAIL ACCOUNT. I got confirmation in the page when I renewed and it said sent to (hacked email). I contacted Virgin my WhatsApp, webchat, email and phone and over 7 times for this to be fixed. Each time no one has a clue. No one speaks English and even when they do they keep saying the same thing. To change my email on the system. Now if I was that thick I would have done that. But I’m not. And I’ve changed it before even my dead mum would have told me. I’m fuming to another level because last week I phoned them and said change my email in your pathetic back systems. The guy didn’t have a clue and said it’s all showing as the one you want. THEY SAID THEY WILL resend the contract. Guess what. It got sent to the hacked email. How do I know? I managed to get in see some emails and the hacker managed to gain access again and locked me out. Now what does a person need to do to get virgin pathetic media to fix this. I can’t even leave as I just renewed. I don’t get why no one can help. It’s a SECURITY BREACH!!!!!No call 3 days in a row, no broadband, no resolution
Hi, I've been on the phone with virgin call centres for 3 days in a row regarding a replacement hub I received because my previous one was 7 years old, and needed to be restarted quite often in order to perform adequately. The replacement hub works fine in the room it's located in but because the Internet doesn't reach anywhere else in the house, I have these 2 WiFi pods, which i already had with my previous hub. It just so happens that the pods simply won't connect to the new hub (i actually predicted this, but when I ordered the replacement hub, I was told they would connect immediately). For 3 straight days, every single one of their assistants have told me the "2nd line team" have been told about the issue with the pods and they will 100% call me within 24h. I have waited for 3 days, after calling them everyday to let them know Ive been expecting a phone call from them. And still nothing. They have blatantly lied every time, and when I ring them over 24h later, I'm told the same exact thing ' we understand your frustration but I can assure you this time, the 2nd line team will definitely contact you within 24h-. In the meantime, my Internet only works adequately in the room where the hub is located. So I'm essentially paying for a service that isn't being provided. The pods that I am entitled too and they themselves know this because of my previous speeds aren't working, bare in mind I pay more on my contract 'virgin/o2' to have these pods aren't working. And I simply can't get anyone to call me back and resolve the issue. I genuinely think this is the most pathetic service I've ever come across from any supplier of any sort. 0 accountability, actually 0 service provided, 100% unfulfilled promises and i just don't know what to do. Furthermore, I raised a complaint, was told I'd be contacted within 48h regarding this contact. And they have failed to do even that. Imagine a black and white conplaint procedure, they don't even do that. My question is, can I cancel my direct debit to these guys under breach of contract (from their side) as well as go to the communication ombudsman and get them to resolve this? Thank you