Complaint: credit of £89.99 not showing
Hi, I logged a complaint a few weeks ago about the horrendous experience I had setting up my new Virgin Media order and it was agreed that a credit of £89.99 would be added to my next bill statement (I have the reference number). I've had my bill statement for this month and it's not showing the £89.99 credit which was agreed - please can someone look into this for me? I have also noticed that the payment for last month wasn't taken however I don't understand why this has happened as I did set up my direct debit when I put the order through and now I'm also being charged a £7.50 late payment charge. This must also be an error from the issues I experienced in handling my order which was what the complaint was about. Please could you also look to have the £7.50 late payment charge removed as this shouldn't have happened. Many Thanks RebeccaMoved home, account shows as closed
I have moved home and my broadband was supposed to be available at my new home today. It isn’t and I haven’t been able to speak to anyone at Virgin who can help me. Logging onto my account shows my old address and a closed account. I need internet so I can work. Not impressed with the service provided.Duct in the road damaged/blocked
We were meant to have Virgin installed 16th April, however, they were not able to get the fibre to our house. I have tried web chat, they say they can't find our account. WhatsApp just doesn't respond, and when I call, I just get sent round in circles. I can't even submit a complaint, and the page just continuously loads. Our BT contract has been cancelled, so we are just using data. Any chance I could get some assistance?Broadband installation delayed for 4 months, what do we do?!
Hello, My broadband installation has been delayed by Virgin Media for 4 months. They initially said the delay was because they needed permits from the council to dig the pavement to lay the cabling. But 3 months ago they said the permits were approved. Now they can't give me a clear reason as to why the works are delayed but also will not give me a timeframe as to when the installation will take place. Every time the install date is due to happen, I get an email stating it has been delayed by a month. It has now been 4 months since my initial install date was booked. I've made several complaints but nothing ever changes. I no longer know what to do, should I cancel Virgin Media? Can I still get compensation for such a long delay even if I leave? Will Virgin ever actually complete the installation if I continue to wait?Absolutely apalling customer service that's made me want to cancel my plan.
I've been using Virgin for 9 months, and the whole time they haven't been great. My WiFi is incredibly unreliable and constantly loses connection. However, I stuck with my plan as me and my housemates are only students and believed we couldn't reasonably afford anything better, and didn't want to deal with the hassle of cancelling and finding something new. Today I receieved an email telling me I had an outstanding balance in my account. This was 5 days after my bill (newly increased in price, may I add) had left by bank account via direct debit, and I could see the transaction in my banking app. Naturally I was confused and didn't want any late fees or restrictions, so I tried to log into my account for further answers. However, I'd forgotten my password and the password reset email refused to be sent to my inbox, no matter how long I waited or how many times I tried, so I called the customer service line provided. Unfortunately, instead of being transferred to a real human being, I had to deal with an automated voice. This was an absolutely abysmal experience, way worse than any other automated customer service line I've called before. Not only did none of the options pertain to what I was asking, the automated voice refused to transfer me to a real human until I could provide my password, which I kept explaining I couldn't do. The continued repeats of "please state your password" no matter how many times I tried to make it go back or change tactic were infuriating. I had to call three seperate times, twice asking specifically about changing my password, and the third I gave up and simply talked about the error in my balance. When I called regarding my balance, it gave me a solution completely unrelated to my issue, and then hung up on me. Not to mention each time I called it sent me a bunch of texts begging me to download their app and log in to my account. Eventually I had to give up on their phone line as it was getting nowhere and tried their chat system on their website. I had to again deal with automated answers trying to figure out what I was saying before I was finally connected to a real human. One person I was connected to never answered me when I asked them a question and I had to disconnect, and after going through three individuals I was eventually told that I couldn't log in because they were having issues with their website, and the outstanding balance was an error and the email was just "a reminder" (despire it coming 5 days after I'd paid the bill and specifically saying the words "you have an outstanding balance on your account"). This experience left me incredibly drained and frustrated. Once me and my housemates have moved out of this house I know I will be cancelling my plan immediately and telling everyone I know not to use Virgin. I already had an unfavourable opinion of them due to their terrible broadband service, but their abysmal customer service is the nail in the coffin. In fact, the only reason I'm writing this here is because they don't have a customer service email I can send this to. (Seriously? How am I supposed to talk to a real human at this company when your phone line is automated and refuses to connect me to a human, and the people in your online chat service ignore my questions.) Sorry, Virgin, but I won't be paying your fee hikes anymore if this is what they get me.Network issues still unresolved with no communication
How do you get an update on what VM is doing to solve network issues? in January there was a broader issue in our area where all of virgin media went out for a couple of days. Ever since then we have had nothing but network issues specific to our Internet, including latency spikes and drop packages to a point where the Internet will just stop working for periods of time. The virgin media website assessment tool also shows that this network intermittent signal issues related to our area all the time when you run it, but then says there’s no known issues in the area. After five engineer visits and then a complete replacement of all items from virgin media to our home, the last engineer spent an hour in the box on the street and worked out that there were numerous issues related still to the network. He was escalating the issue to the network team. That was well over a week and a half ago and still we are having the same issues and there’s absolutely no way to contact anyone at virgin media. To make the situation even more frustrating you can’t even raise a complaint on the virgin media website because that functionality doesn’t work. Short of simply changing providers which also includes television services how else are you meant to progress with this situation?5x hub flashing red
Hi all Got setup with the 1gig deal about a month ago and since Friday I've had no connection. Had an engineer callout today which did fix the issue until about 10pm where the router has gone back to flashing red with no hint of a connection. Tried factory reset but still getting the blinking red light. Tried to raise a complaint but their webpage says there's something wrong with the site. Absolute joke and feel a bit foolish for actually thinking this would just work. Any advice as to what to do next or how to get it fixed?Installation
I have tried calling the customer care support to report the issue and also arrange for a technician as early as possible or at least cancel the contract if the whole process is not going to work. I cannot be paying for something I am not using and the support is quite unresponsive. Please do reach out so I can cancel the contract at least before I am debited. I need the WiFi urgently and it's obvious virgin media is not going to work for me.VM continuing to bill our account months after we have changed provider !
In Nov-24 we opted to change broadband provider from Virgin media. We followed the advised steps for changing provider and received acknowledgement from Virgin that our change has been logged. However, Virgin has continued to bill our account each month. We logged multiple complaints via all the suggested channels and even received a letter from VM acknowledging we had changed provider. However, they continue to bill our account. While we have halted the direct debits - we would like a) to receive a refund and b) stop the continued requests for payment. Given the time elapsed (i.e. 8 weeks from the first complaint) we are seeking to escalate this to the Alternative Dispute Resolution Scheme. Has anyone experienced a similar situation and found an effective way to resolve? Many thanks
