Nightmare home move…
Really hoping someone can help us sort out this huge mess. House move booked in January for February 12th 2025 - setup using old email address, not the communications email address so we had ZERO emails throughout the move. Chat agents have promised seven times it’s been changed and it’s still not right. Only just been installed this week ago due to a many (many) mistakes, delays, problems - we’ve spent hours on chat and the phone - and now we have a (full) bill come in we cannot access. Problems we now have: We can’t access the email address the new account was setup on (and to change it ourselves requires access to that email address). We cant register for the new account as it’s already setup under an email address we can’t access. 4 months of the contract price has been lost due to the problems/delays with install. Five delays to install were notified by email - without any reason given so we constantly had to chase to find out what was going on. We’ve spent £100’s on mobile broadband throughout this whole process. Was promised compensation as the vast majority of the delays were due to Virgin - yet unsurprisingly got a bill instead. Including the home move fee! And the worst part? We have a dependent in the house who needed the accessible phone (emergency backup line) - despite making this well know to everyone it made zero difference. Chat isn’t resolving the issue, calling just ends up offshore with people who promise the world and do nothing. Can someone here please help?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.Why different contract details and billing faults all the time with no solutions?
I don't know when VM became this terrible, I never had any issues whatsoever until this year. I upgraded my package in February via the Upgrade button in my online account. Same day I was sent a contract summary sheet that contained exactly what I ordered - M250 at £34 and Sky Sports plus TNT sports package at £28.75 on Stream, totalling £62.75 pm. That would have been cheaper for me than adding those Flex services separately. Why then did I get an email 3 days later showing the contract I signed up for was for broadband only at £73 and no add-ons? I called repeatedly and eventually (frustratingly) was able to speak to AN ACTUAL HUMAN BEING! Explained the issue and somehow the call cut, so then had to endure the whole process again, repeatedly explaining the issue. Somehow they have no visibility of packages one could upgrade to via one's online account, as the person I spoke to said that that offer was not available. I told them the contract summary sheet number which they checked and agreed to. After almost half an hour waiting on the line for them to speak to a manager, they said the only way they could give me the same package was by still going by the new contract of £73 broadband only (which was now in effect), and they would add the add-ons I had ordered, but they would also add in a discount calculated so I only pay £62.75 monthly which was the original contract I agreed to. I asked if there would be any issues and I was assured there would be none, and even if there was, I could call back and quote the discount reference which they gave. Well, fast forward a week later and I get a bill of £83.98 for March. I assumed it was probably because I changed tarriffs mid-package, to account for time on the old contract. I decided to wait until April, and then was billed £72.65. I called and after a long hide and seek with the automated response machine, had to endure explaining everything all over again to someone, eventually they said it was billing irregularities and I should get the credit back the next month, as it seemed I had been overcharged. Why then did I get the same bill of £72.65 for May and June? I decided all the time spent trying to get to speak to an actual human, and having to explain everything ALL OVER AGAIN, was not worth the £10 extra I am being billed each month. It meant I would then have been overcharged by at least £180 over the duration of the contract, but I just could not get myself to get back to call customer service as it is a very horrendous experience! I decided last week to add an 02 sim so I could get Volt benefits. It meant that I had to upgrade my package again, which I saw to be cheaper overall to be honest, and I once again put the order through online. I clearly didn't learn my lesson the first time, as again, contract summary sheet said the same thing I ordered on the day, but the actual contract that came later yet again quoted a different figure, with yet again no add-ons. I now have Volt benefits, but somehow, they "noticed" I had left my 02 contract, the same one I literally just signed up to!! the sim of which I am still expecting!!! You just have to laugh at how ridiculous this all is. I chose not to bother calling again. I have decided I will see this contract through, and will NEVER use Virgin Media again after it expires nor will I recommend it to anyone ever again, which I used to do as, to be honest I never had issues with the broadband connection itself. I have also now concluded that billing with VM is now no longer straight-forward, just so customers can be confused and overcharged, because why did it use to be that you get billed the month ahead for example July 1-31, but now on my bill I saw 21 Feb to 30 April the first month, then 28 Feb (Feb again) to May 31 the next, and then middle of April to end of June the next, like why so much confusion?!!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!Asked to pay early termination fee
Hi, I have been issued a section 21 notice non fault and I have spoken to the Virgin media advisors and have been told need to pay £350 to cancel my contract despite the circumstances. Currently don't have an address i am moving to so I'm practically homeless. How is this acceptable when I have been issued a Section 21 no fault eviction notice? As I don't know where I will be moving to I can't transfer the contract to a new address and everyone else has a contract of their own? Anyone help AshaAppointments
Signed up for virgin media on the 1st of May. The first appointment was on the 16th May. Installation date was ‘delayed’ and changed to 5th of June. Then no communication at all regarding the missed appointment. Spoke to someone on the web chat feature and they said it was cancelled because of permissions from the council? Then they said prepull works will happen on the 9th with no further explanation. It is now the 9th of June and currently 19:55. No one has turned up and no communication has been given from virgin media. I also don’t understand why extra works need to be done when my neighbours also have virgin media. So why is it such a hassle to set it up for me. Can Someone from virgin media please help and get this sorted out. There is currently no communication from virgin media and I am stuck without WiFi.Moving House - an update
It is now two months since I first posted about the problems generated by VM with regard to moving house. All I requested is the installation of the VM box inside the new house before we move in, so that services can be transferred on the day of the move. A VM engineer eventually came round (it was lucky we happened to be at the property). He confirmed that the "pre-installation" work, which VM claimed was complete, consisted of leaving a cable coiled up in a manhole in the pavement outside the property. We were at least able to show him where the box was to be located. As I said here on 8th May, I raised a formal complaint and requested that an appointment be made to complete the physical installation without further delay. The response was that VM had tried to contact me (a lie) and that the installation was scheduled for the date of the move - ie they intend to start burying cables and drilling the wall at the last possible minute and a totally unacceptable time! Subsequent emails to the VM "resolutions team" have simply been ignored. We are now approaching the point where we will have to delay the move due to VM's appalling service, or move and lose both phone and broadband access. Neither is acceptable. Does anybody know of an email address to contact customer services management in the UK, in the forlorn hope that we might get the situation resolved?Waiting for delayed installation compensation
My broadband installation was delayed and I was told that I would get automatic compensation. I didn’t so I contacted VM on the 30/6/25 and was told - I understand that. Since 6.24 per day is the charge, I am calculating it for 47 days which will sum up to 293.28GBP and in that 30GBP is already adjusted in the bill, remaining 263.28GBP will be added from my end which will reflect in the account within 72 hours. After 72 hours nothing. I again messaged VM yesterday and was told it would reflect in my account in 24 hours. Still nothing after 24 hours. They gave me £30 and when I asked about the £6.24 a day compensation ended the conversation. The second agent sent the above message. So the £30 or the £263.28 has not been applied to my account. I’ve been issued two complaint numbers.Ongoing Broadband Contract and service Issues
Hi. So back in March i renewed my contract (regrettably) for just broadband. Since then we have had 5+ call outs with technicians, all wires from the cab to house replaced and still experiencing issues. However. That is the last issue on the list, i’ve just requested my SAR information as i’ve reached my wits end of being constantly lied to by customer service. When i renewed they moved us onto a 500mb package for £37 for 18months, which i was ok with. The received my first bill for £40 and no sign of the rolling £3 credit i was promised on the phone. When i spoke/web chat with someone i was then promised 1gb for the same price of £37, and they changed my contract to 24months although it was explicit that i agreed to 18months, they told me multiple times this would be fixed, and ofcourse it never has been. I then get a new bill today saying i owe £16.01 that was not paid in my last bill!!! Again i was told by two different agents last month that i was due to pay the discounted £23.99 as they were crediting. my account due to all the hassle and the poor service we are receiving. I’ll be honest i’m not sure where to go with this as it’s been stressful to say the least and all stemming from a poor service we are receiving, i can’t deal with just constantly agents saying they are going to fix something to get you off the phone and not following through. What’s the legal stand point on this, as i feel Virgin have breached the contract several times. Any help and advice on this would be appreciated? Thanks
