Cooling Off Period Issue
Hello, I'm in a similar situation, I'm trying to cancel and I was under the impression that I could cancel within the cooling period. Before my equipment was delivered I asked to change my activation date to a later date. And from the T&Cs I'm entitled to cancel free of charge as my service has not started. Can someone from the Virgin Media team help me out please.Auto compensation not received for full outage
Long story short - had an outage that lasted 5 days. Auto compensation not applied. Been onto WhatsApp chat a few times to ask where my compensation is. Latest chat was on Monday and they raised a formal complaint for me and said credit to my account would be there within 24 hours - no it isn't. Where do I go now? No point going onto WhatsApp chat again as they are useless. At what point can I go to the ombudsman - do I still have to wait weeks for nothing to happen?Paying since 7 months without internet
Hi! I signed up for VM250 in Feb 2025 when I moved to the UK. I got the installation pack and I guess Hub 3. I connected it but I could not get a green light or a connection. I had opened this account on phone (biggest mistake I believe...but hey why did their team not properly read out my details in the first place like all good phone services do when registering?) and they got one character in my surname wrong. For 2-3 months I was unable to login to my virgin media app because of wrong surname which I got to know retrospectively after 2 months! Finally when I could get my call through to their team (Lots of issues reaching them out on the internet for 2 months) I realised my surname is wrong so I could not access the account. Further, they charged me a bill for which I paid twice. No acknowledgement from their team when I emailed this to them in April. Last 2 weeks or so ago they sent me a Hub 5. Same issues with the Hub 5. Now I want to know how do I get compensated for the bills for months without using a single MB of internet....I am new to this provider so I had no clue how to approach for help though I emailed them and called them. I am so frustrated now that I want a compensation for all of this and want to switch my provider. They did not give me a satisfactory response whenever I emailed them.Having Trouble Viewing My Subscription Details in “Manage Account”
Hi Virgin Media community, I’m Mark Pousee, and recently I’ve been trying to check my cable subscription details online, but something strange is happening: when I log into Manage Account, the “Subscription” section doesn’t load correctly. It either stays blank, shows an error message, or times out completely after a few seconds. Here's what’s going on: I’ve tried accessing it from both desktop and mobile and even switched browsers (Chrome and Firefox) but the issue persists. Cleared my browser cache and cookies. Disabled ad-blockers and browser extensions, just in case they were interfering. Tried again on both Wi-Fi and mobile data with no difference. I can still pay my bill and see my account balance, but viewing detailed subscription info is what fails. It’s impacting my ability to manage upgrades, review usage, or check my contract details. Has anyone experienced something similar? Any workaround suggestions or known fixes like using a specific browser, adjusting account settings, or monthly resets would be really helpful. Thanks a lot! Mark PouseeBills
I have been with virgin since December last year and have the full package…since my billing started I have tried to get my bill fixed as I am being charged for Netflix at £13 each month …( even though I have Netflix as my bundle ) it was corrected and refunded ..then billed and refunded but still in august I am still being billed even though I have been told it is fixed when it is not …now they are putting on late payment because I am not paying the £13Netflix 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.Upgrade not honoured and now the only option is to disconnect - how bizarre
On Saturday 16th August I received an offer to upgrade speed from m350 to m500 for £3 per month extra. I am fairly new to Virgin and apart from a really rocky start and poor customer service, the service has been fine. I was tempted by the offer for an extra £3 so hit the button. A few minutes later received a customer order confirmation with all the correct details including that it wouldn’t impact the current contract I was in. Great! the following day I received a text message asking me to check the pre contract documentation and approve them. Having looked at the documentation the service had jumped from £59.99 to £139.24 and a brand new 24 month contract. Not at all what i had signed up for or approved. So I didn’t hit the approve button and tried to contact the help line. Shortly after I received further documentation welcoming me to the new service and the new £139.24 price tag for something that was offered at £3 more. after an hour on the phone, I’ve been promised a call back as the retention team said i was left with only two options. To either accept rolling credit which would bring the cost back to £59.99 BUT I would be entering a new contract of 24 months which I definitely did not want given the price hikes they were showing on their documentation come Oct next year. The 2nd option was to offer thirty days notice to cancel and terminate the contract and the services. I only clicked on the link to upgrade based on the offer and here I am now being forced to leave - how bizarre. I have a customer reference number showing the details I had asked for and yet this can’t be honoured. can anyone on here help at all? I don’t want to leave, I certainly don’t want to pay double the amount I was paying simply for moving up a speed which was on an offer and I definitely don’t want to enter another contract. Loosing the will to live with the customer service.
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!New contract set up without my consent after moving house
I moved from a flat into a house and virgin media cut me off early due to the new tenant enquiring about getting Virgin Media in the same flat. That issue was sorted about a reconnection, and I thought that would be all done. In the process of trying to get reconnected, I must have given my new address to someone at VM because unbeknownst to me, a new account has been set up in my name at my new address. I have explicitly stated that I would not be taking Virgin Media with me to my new address, and have correspondence saved to prove this, so I was shocked when I have received a bill for £122.29 for a new account in August. I can't access this new account, as my email is only associated with my old account, which I have paid the final bill for. Who can get this issue rectified as I will not be paying the £122.29 I have received a bill for as I never asked for the services, have not received the services, and explicitly stated that I did not want the services. I have cancelled the direct debit to VM as I am sure that any money taken in eror would not be returned.
