Bill credits not added as promised
When we signed up to Virgin a few months ago, via a representative, we were promised that we would have bill credits applied to our account to cover our first two months (to help offset cancelling our EE contract early.) These credits have not been applied and we have had two bills from Virgin. I have email evidence about the promised bill credits from the salesmen. I also know his name and have his work number. I have reached out directly to the salesman several times. One time he said the credits had been applied when they hadn’t, then he said he needs to wait for his manager to come back from leave. I have all the text messages. My next bill came today and the credits have not been applied. What do people suggest is my next step please?Anybody else getting harassing calls from Virgin Media?
In June this year, a mere 1/3 of the way into my new 18 month Broadband contract with Virgin Media, I began to receive numerous marketing calls. They were offering me a longer contract which would not only cost me more and tie me in for longer, but I'd get less for the privilege. My response was a clear "No thanks"! So they tried again and then again. In response to these unwanted calls, I raised a complaint. In their response, VM advised me to check my marketing preferences, claimed that they have not been calling me and that I should be more careful about who I answer the phone to! Of course I was not happy with that reply so I rejected their resolution and ended up in a call with the complaints team. For the record, I checked my marketing preferences and consent was already declined for these calls! During the conversation with the complaints team, they confirmed that the number calling me was one of their numbers. They also ensured that I was not on the lists for future marketing calls. That resolution was satisfactory to me so I asked them to close my complaint. Fast forward to August and the calls have started again! I have ignored them until today when I answered. Same thing as before! As politely as I could, I asked them to take me off their calls list! I again checked my marketing preferences, consent is still off! To help anyone searching, I have been called from the following numbers, all indicated on my phone display as Virgin Media. 0800 052 8675 (3 times in June 2025, confirmed by VM to be one of their numbers) 0800 052 7551 (once in June 2025) 0800 052 9406 (4 times between 1st and 11th August 2025)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 muchFibre box illegally installed on my land
I have seen that this is happening a lot and I can’t see any way to get hold of Virgin to speak to someone about this without being passed from pillar to post. Earlier this week we had some sub contractors turn up and dig up the pavement to install whatever was required for fibre. So far, so good. Walked out of the house today to see the new fibre box has been installed on my land. This was without my permission and without any prior knowledge. I am livid. Any ideas of who can help would be very much appreciated.Failure to apply renewal order.
I am coming to the end of my contract with Virgin Media at the beginning of September. I received an email from Virgin reminded me of this on the 30th of July and setting out my options including a personalised renewal offer. My current contract is for broadband only plus a virgin stream box at a total of £35.10 a month going up to £79 at the end of contract. The renewal offer was for the same value over 24 months which I gladly accepted. I have since received order confirmation and change confirmation emails but nothing is showing in my account and when I contacted support they could neither confirm nor deny that the order had been placed and said it can take up to 14 days for an order to be fully processed. has anyone else had the same issue?Unknown charges again
Hi everyone, I’m looking for a bit of help and advice please, my monthly bill is £67:72. About 4 Months ago for some reason virgin added 2 extra packages on my bill and it was taken from my bank account, then the following month I had a credit for the whole amount. I was a bit annoyed but thought they realised there mistake and sorted it. To be be on the safe side I decided to cancel my direct debit and pay it manually thank god I did as now they have added 2 more packages to my account and want £260. I’ve tried calling and talking to them on the live chat but getting no where.. over now had my account suspended I just don’t know what to do from here??Pre-contract docs approved but no contract or delivery?
I've seen a few older discussions on the same issue. I ordered a new broadband connection on the 27th July, due to be delivered for self install on 2nd August. Since then, nothing has happened... I have the order confirmation email, but no contract and no attempt was made to deliver router. Early I visited an O2 / Virgin shop to try and see what the issue is. The assistant said she couldn't find my order and that nothing was showing up on the system. She has just setup a new contract for me, which has triggered the exact same emails and documents that I already had from last week. I'm now worried I have two contracts. Additionally, she's input the wrong date for the setup kit to be delivered for this one. If anyone from Virgin could help or point me in the right direction please. I tried calling the customer care service last week but without an account number (that I don't have without the contract) I can't get through to anyoneMod help please…no service…broken cable
Please can a mod help resolve. When gardening yesterday, my father who doesn’t live here accidentally put a shovel through the cable and cut it in half. I’ve only live here a year and the cable was already here beforehand, it was in an unexpected place as I didn’t not expect it to run under a crazy paved driveway (it must have been installed a long time ago), only buried 1 inch under the soil, under a plant, and not in any protective sheaf. I called VM, got sent round in circles unable to work, call hung itself up with after sending me a link which also wouldn’t allow me to report this. I then called back, and don’t know how, but within a minute ended up our through to a human being, albeit they had such a strong foreign accent I struggled to understand all they were saying. I explained the situation to them. I was then assured that there would be no charge for the repair and that I would receive ‘automatic compensation for loss of service’ which I thought odd, considering it’s not entirely their fault, but I feel it is to an extent as the original install was poorly done. I was then given an appointment for a repair of “Monday 13th August” between 1pm and 6pm. I asked for a text/email to confirm and was told it would come by text within 24 hours and the call ended. I then assumed the compensation would be because they were taking a week to fix it and their policy is within 48 hours to fix a fault from point of reporting or start compensating. I then looked at the calendar…the 13th is a Wednesday. So now I am not confident of when this appointment actually is. So I logged into my VM online account…it shows no appointment, it also shows no faults in my services, it says an issue with the ‘hub’ and wants me to go through the process of switching it off/on etc which is clearly useless. The only message I have received so far from VM is a text asking me to rate the quality of the customer service which is proof as such that I did speak to someone on the phone…the text says their name was Syed. I have also looked at online advice on how this repair would be carried out, many people do choose to do it themselves as it is only a plastic joiner from eBay that costs £3. However, I am not confident at DIY and would rather VM do it as it is their responsibility to ensure I can receive their services and also I don’t want to risk damaging the wire more. I also think the majority the blame lies with them for laying it in a planted border without burying it to a decent depth. It was an accident waiting to happen.Damage to non Virgin account holders house!
My girlfriend (who isn’t a Virgin customer) came home to find Virgin had ran a cable up her outside wall and round two sides of her house to get broadband to her next door neighbours!! im having a nightmare trying to speak to someone at Virgin to remove this!!! can anyone help??