Not honouring agreement and trying to leave
I signed a new contract in February renewing our deal with Virgin at a good price on the app, checked our next bill and it had doubled our price. Contacted Virgin to discuss this and they said the good price on the app was a glitch on their end and that they will no longer honour that contract. I am now trying to leave Virgin because the customer service has been awful to be kind about it. We have spent roughly about 10 hours on the phone trying to sort out the original deal and now leaving Virgin. We have had confirmation on the phone from two different people that there will not be a disconnection fee but this has still not been confirmed in writing and we left in limbo just trying to get out of a contract that Virgin will not honour. is there anyone out there who can help us leave without the promised disconnection fee? Has this happened to anyone else?New Contract Not Active - Incorrect Service/Bill
Help My contract expires shortly and when I logged into my account I was offered different options. I selected an option and agreed a new contract that should have gone live on 10th March. I received confirmation via email of the new contract and left it at that. Today I received a bill for far in excess of the price agreed and I also noted my services hadn't been changed as per the new contract. I have called and got nowhere. Told wait a few more days, told I need new equipment - None of this is true. I asked to speak to a manager but they are all busy and will only tell me the same thing apparently. It seems every time you interact or make changes things go wrong and it's always an uphill battle to get anything sorted. I honestly do not know what to do anymore and it looks like I am not the only person this has happened to.Contract upgrade issues
Our contract is up on the 30th December. We signed up and the intial 18 month deal is coming to an end. On the 27th November we logged into our account on the Virgin Media website and checked out the "upgrade deals for you". We saw one for 1gig broadband for £41.12 per month, just over £5 a month more than what we are currently paying. We went through the order and received pre contract documents and we told to receive a new hub and the new contract would start within 7-10 days. We've not heard a single thing since. There's no orders on our account and a few days ago I contacted the live chat team and over the course of TWO HOURS was told it can take up to 15 days for orders to be processed. A couple of days ago we received a bill for nearly £68, as our initial contract would be carrying on. TOTALLY UNACCEPTABLE AS WE HAD ALREADY SIGNED UP TO UPGRADE! Today I have got back onto the live chat and been called 'Richard' which shows that my messages aren't being read, my problem is t being dealt with and to add even more insult have been told that the best deal we can get is £51 a month. When the one we signed up for was £41.12. ABSOLUTELY UNACCEPTABLE!Faster Upload speed
Hi all My contract is coming up to finish shortly and I'm looking to get symmetrical speeds, How do I find out if this is available to me? If its not available then ill need to move away from Virgin considering I could pay the same to another company and get the symmetrical speeds I desire. Cheers RyanMy contract is somehow both renewed AND expired
So, I've been with Virgin with years, and just never really bothered renewing. Eventually, one of my TiVo boxes gave up the ghost, so I had to phone up. Turns out they don't supply those nowadays, so I got moved to a new contract with 2 TV360 boxes, M500 broadband (up from M125) and Sky Sports for £130, £5 more than I was paying. Didn't particularly want Sky Sports, and would've preferred Sky Cinema, but nope, they wouldn't budge on it. Anyways, that all went through, and I renewed on the 7th of March, got the boxes on the 11th, everything hunky dory. It's now the 17th, and my online account finally shows the changes to my contract on my account... but for some reason I'm still getting the big banner telling me to renew, because my contract is supposedly expired. The kicker? It's trying to renew the renewed package, so the deals are better than what I got. So, uh... I'm dealing with Schrödinger's contract here. Is my contract renewed, or expired? And, hypothetically speaking, what would happen if I did try 'grabbing those deals', renewing the renewed contract? I won't, because knowing my luck, I'd end up with two contracts or something, but I'm just curious.remove add-on
Why is it impossible to remove an add-on. My contract currently has a 30 day rolling add-on for tnt sports and I'm looking to cancel that. Not possible to do this online or via the app. Tried the contact centre and so far 1 hour on call to them and 4 different departments all not able to remove tnt sports. It's a very simple request how can I remove an add-on I no longer want?New contract not appearing in account
I renewed my contract in February and received an email confirming the renewal and an additional email with contract documents. However, when I log into MyVirgin this is not reflected in my account, instead it offers me the option my soon to-be expired current contract. Its also citing the new cost of my broadband in March as what was set in the current contract, not in the new contract I signed up for in February. Does anyone else have this issue?Contract Renewal Farce
So been with Virgin for around 15 years, I've been out of contract for quite a while and have been asssessing my options. I finally got a renewal deal show up online that I was content with, so I accepted it, £99 down to £79... Now here is the issue, I had the Ultimate Oomph Package, Gig1, Talk More Anytime, Maxit TV I got an email to get intouch due to missing information, turns out that for my renewal to go ahead, I need to pay an additional £10 a month because I have an extra box which they say is an add-on. At no time on my original contract was this an add-on, I've looked at my bills and contract and it is not an add-on, my latest bill even clearly shows it as 'Main Services' in fact the only thing that is an add-on is TNT sports of which this has been clearly communicated as being removed fromed renewals/upgrades, I'm fine with that. Speaking to the guy on the phone, despite saying this doesn't show as an add on anywhere on my bills or contract, he was pretty persistent that I need to pay this extra amount. Why should I have to pay extra for something that is part of my core services? So now I'm back assessing my options, after this fiasco, I'm now really tempted to go elsewhere.Being charged for disconnected services
Hello.... So we disconnected all our services except for broadband. The following month I got walloped for about £179... (I cant remember the exact amount but it was something exorbitant along those lines). At no point was I informed that there would be charges if I reduced my services..... Anyway, after countless attempts on the phone, I finally managed to speak to someone sensible who escalated the call. To be fair, the next lady I spoke to was superb and immediately cancelled the invoice and put a note in the system that the charges shouldn't have applied. All well and dandy. Well, that was until I checked my bank statement and saw that Virgin have have again 'extracted' £179.01. The most infuriating bit is that I dont believe their automated phone system allows for this issue to be addressed? At least I couldnt find it. I tried using their live chat service at which point I was redirected to whatsapp, but I am yet to hear back from anyone. In addition to this, I have just checked the contract and it says: services will be billed initially at £43 per month, and then from month 19 I will be billed £72 pcm. Well we must have fast-tracked to month 19 and beyond because my direct debit is paying VM £77 pcm since the new contract! Outline of contract - please enlighten me if I have missed something? Can someone please sort out this out? I'll be having a word with my bank in the morning regardless. I dont see how this is acceptable in any way. Regards Someone who doesnt want to pay £179
