Nobody came on activation date
Hi, We were due to have an engineer come yesterday to complete the installation of the new broadband but nobody came. I tried calling today but the automated voice asks me for either my Virgin phone number, which we don't have because we ordered broadband only, or my account number. I have checked through all the correspondence with Virgin and I have a Contract Sheet number and a Infor Sheet number but no actual contract number. I've tried these and of course neither of them works so I'm getting nowhere. I'm trying to speak to an actual person or reach somebody who can actually help me. Can anyone help? Is there another number or a chat I can access to sort this out? Thanks!Broken account.
My Virgin Media account is broken; it does not let me make any changes. I have tried the website, app, a different browser. It makes no difference. Anytime I try to make a change, it says "Sorry! You are not eligible for this particular offer. Unfortunately you have missed out on this offer but we have plenty of other offerings that you could be interested in." It does not matter if I am trying to upgrade my broadband speed, upgrade TV, manage My Flex Plan, upgrade to Volt etc, no matter what I try it redirects to the following URL and gives the above error. https://www.virginmedia.com/support/help/change-my-package/my-current-package/offers I recently contracted (had the same issue beforehand) and spent quite a while on the phone trying to get this sorted out, but nobody could help me with the issue. At the time, I didn't realise the problems with changing the My Flex Plan, so I figured that while I did want to upgrade to 2Gbps internet, I would stay on the 1Gbps as it wasn't worth the hassle. Something needs to be done to fix my account, and nobody on the phone was able to help, so where do I go from here? I don't care if the account needs to be deleted and set up again, something needs to be done as it can't be left like this!Delays delays and further delays
How can Virgin Media get away with providing such poor service - its one lie after another, and I can see I am not the only one - the same thing is happening to many people, yet nothing seems to be getting done about it. My original order was placed on 7th May 2025, with an installation date provided for 19th May 2025. However, no one attended the scheduled appointment, and since then, I have been given multiple revised installation dates, each accompanied by a different excuses. Most recently, I have been informed of issues with outside construction work – work which was previously claimed to have been completed but is now apparently still pending. In addition to the delays, I have repeatedly been asked to remain at home to provide access to the property. Despite doing so, no engineers have turned up, wasting my time and disrupting my schedule further. Today I have been provided with yet another installation date, now 8th July 2025 - so the pattern is clear, keep me waiting, as soon as it gets near the latest date, just push it back without any discussion. I find the lack of communication, reliability, and professionalism in handling this installation completely unacceptable. I have spoken to multiple managers, each providing their own guarantees that have resulted in nothing. I have 3 separate complaint numbers - none of which have been updated or tracked I really don't know what more I can do - I have a pending holiday with no security systems on the house - my doorbell doesn't even work!Default - from missing equipment
Morning all A little help would be appreciated please. Until last year I was a VM customer, broadband only. I cancelled as the increase in prices were too much, and decided to take my business elsewhere as VM are terrible at looking after existing customers. Payment history was exemplary, and apart from VM not wanting to retain an existing client, all was left reasonably well. I received the letter informing me to return the modem, way after disconnection it has to be said, but promptly returned the product in the prepaid box. I then started to receive letters and an outstanding bill for £65 stating unreturned items. I emailed, called twice and informed item had been returned. One agent promised to call back, that didn’t happen!! To my horror, I have recently discovered after a decline in credit, a default has been registered against my name by VM for this very £65. This is outrageous, and even after me chasing and informing of the product return, absolutely no notice that a default notice was about to be applied. Has anyone else experienced this and what is the best route to get this disastrous company to act quickly to remedy? Your help is greatly appreciated. Thank youLosing broadband connection
Hi, Last Wednesday, I lost connectivity to the virgin network. A week further on there has been no fix and no engineer. I have spent in excess of 2 hours on the telephone and I am still no further down the line. I was told there would be a new router sent out, no router! I spoke to support again yesterday ad they informed me an engineer would be out today and that a work order had been placed. On checking my account this morning no engineer visit has been arranged. My frustration levels have hit fever pitch! From what I can tell a router wouldn't fix the issue unless the fiber port is broken as the ONT power levels are showing -40000, which suggests to me there is a break somewhere. If someone had bothered to ask or listen, I would have thought this information would have been pretty pertinent. I asked for a call from a manager to get an engineer escalation and now I am told it will be 2 to 3 hours. The time when the engineer should have been here! Disappointed is not the phrase I would choose normally but I can't think of any other way to put it! Notter [Mod - Title edited for clarity]Armed Forces Covenant - Virgin Media Breaching Contract
Military family here. We lived in an SFA down south and got posted to Cyprus (RAF base, which is British Territory) . I contacted Virgin Media saying that: the area I'm moving to is UNSERVICEABLE by Virgin Media hence by contract no early termination fee should be billed to my name. It is a military posting for the entire family that is outside our control so by contract, Virgin Media should not put a military family under unfair treatment and/or discrimination. Virgin Media is required to waive fees for military FAMILIES. I've explained all this, quoting the covenant, quoting other military spouses whose fees have been waived under such circumstances and the response I got was "I only have paperwork for Serving Person in my office, because the account is under your name you will have to pay". Well, isn't this unfair treatment? the house you provided services for is MOD property, which funny enough is under the Serving Person name, so you charge me, you charge him, you charge us. Webchat was even worse as I got someone who didn't speak any English and his messages made absolutely zero sense. Then I got a really cheeky guy who kept asking me of he could close my complaint. I told him not to close it and what did it do? claimed he resolved it!!!! Absolutely unbelievable how you don't understand that you can be sued for all this and that I can get my husband's Warrant Officer to send you a nice lovely letter as he already had to do this before for other people. You think you can just take advantage of people that's what you think. I expect the bill to be waived as it's legally required. Waiting for you to get in contact.Someone signing up in flat cancelled my services while I was still in contract with no warning
As title suggests, out of the blue I got a text message saying sorry you are leaving VM on Friday, while I was at a festival with barely enough signal to send a text,let alone ring CS or go through the web chat. Got through on webchat today and was told that the disconnection was due to someone else starting the process of getting an account in the flat. They also said that they called me about this, but I didn't have any missed calls or emails about it! I assume this is due to the next tenants moving in next month. Bear in mind my contract runs until the end of July... Apologies for the rant, but I came back tired from a festival to this nightmare and I've got work tomorrow morning where I work from home! I've put in a formal complaint but god knows if this will get me anywhere. I was also told that it takes 48 to 72 hours to reconnect me, for a mistake on VM's part! How is this acceptable at all! I requested an expedited reconnection but god knows what will happen. Does anyone have experience of this or know how I can actually get this expedited? I asked for email Comms on what was happening but this obviously hasn't happened, as VM seems to not be able to talk to any of their own teams. TIAExternal work - nightmare! Help?
Reported change of address 8th May Confirmed installation date 2nd June which is move in day 31st May rescheduled installation to the 21st June due to needing external work. No communication or update. 2nd June I moved in and find out via neighbours virgin media attended on the 27th May. Called Virgin media and confirmed someone did come round prior to move in date, stating they need access to the back garden even though we hadn’t moved in yet. No communication or updates. 4th June confirmed via live chat external work will be completed today. It was my son’s birthday, out at his party, returned home early to be in, no one turned up. 5th June confirmed visit of engineer today, no one turned up. Back onto live chat at 19.39pm this day, promised to reschedule for the following day, 6th June anytime after 8am. No one turned up. 7th June, tried to cancel and go elsewhere, told if i cancelled service i would loose all due compensation that would be due Phoned up a few times throughout the 8th to the 14th. A few told me they cannot see information because it’s third party contractors. Was told the 9th, 10th and 11th someone was scheduled to visit on these days. Kept rolling to the next day, saying the same things. Told they need access so i need to wait in. had to reschedule medical appointments and change plans. Site survery came on 13th June. Morning of 14th June, live chat confirmed external work to be done within 24 48hr. Then contradicted by saying would be end of this day. 14th June 11.30am, phoned up virgin media, told she could physically track on the system that someone was on route to my address today to complete prepul work. Advised she estimated around 1. 1.30hr before they arrive but could be upto 7pm. No one turned up, cancelled plans to stay in. Phoned up twice, told conflicting info Person 1 said it’s rescheduled for tomorrow. Person 2 said that it’ll be done anytime before installation date, 21st, they cannot give any specific date as it’s party contractor and out of their control. Live chat 14th June 17:51pm, told me they have noted for an engineer to come this day by 8pm to complete cabling work. No one came. At least 4 confirmed visits not attended proved on phone call and screenshots, not to mention numerous phone calls daily saying it’ll be today, it’ll be today I feel like banging my head against a brick wall, no idea who’s coming or going anymore. Anyone ever experienced anything similar?Overcharged after speaking to 3 service reps
I recently had to renew my virgin media package. I was offered £21.74 for an M250 broadband package. I went through the website and accepted it. Once the contract was renewed, I was charged £44.07. So I contact their customer service. I speak to the agent who says they will fix it. They send me a contract document over email where I've been given monthly credit and wouldn't be charged for 2 months, after which I will pay a discounted amount to be charged £21.74. Cue 3 months later and I see I've been charged £44.07. I then contact support again and ask why I've been billed this much. They say that it's a mistake and will add credit to my account to cover the amount I overpaid and give me credit such that I only pay £21.74. but I received no email or confirmation that this happened (but I saved the chat log). The next day I get a call from virgin trying to sell me the same package I have. I explain my situation and ask if they can verify the package has been changed. They say it has and the more confirms I will get credit etc etc. Well. Guess what happens today. I get charged £44.07. before I waste another hour on a support chat, does anyone have any solutions? Can I complain to ofcom or an ombudsman?
