Netflix upgrade
I have an issue with Netflix. I want to upgrade from standard to premium but virgin media is apparently blocking it. I upgrade on my Netflix account and it reverts back to standard a few minutes later. I have spoken with Netflix who upgraded it for me but it keeps reverting to standard. They said Virgin have declined the request and I needed to speak with Virgin. I have just taken out a new subscription which includes standard Netflix and was advised to upgrade Netflix directly with them - however they say the problem lies with Virgin…??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.
Contract Renewal Chaos
I have a broadband contract which will expire on 5 Sep, the current amount is £30.1. On 30 Jul, I received an email from VM inviting me for a renewal. I followed the link in the email, accepted an offer which is a continuity of my existing contract with the same amount £30.1 initially, and then increased yearly. After accepting the offer, I received an email with the contract documents (2 pdf files), and another email with an order summary. The information of both emails are inline with what I agreed. On 1 Aug, I received another email from VM which stated my monthly cost is now £51.11, and the next bill will be £37.2. On 2 Aug, in view of these contrasting information, I had a conversation with the Whatsapp support team of VM. They explained to me that online contract renewals are by another team and they won't show on the system until after 14 days, then advised me to check with them again on 13 or 14 Aug. On 5 Aug, I received yet another email from VM stating my package amount is now £40.31, and the next bill will be £35.52. Based on the advice from the conversation on 2 Aug, I decided to wait until 14 Aug to ask again. On 14 Aug, I had another conversation with the Whatsapp support team. While they were helpful, they told me that there was a problem with their "package change tool" at that time, and there was little they could see and do. I am tired about the situation and having to repeat the whole story with the Whatsapp support team again. Would a responsible person from VM please contact me to clarify the matter.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.Contract expires 18th September 2025
My contract expires 18th Sept 2025, but the offers that I have seen do NOT relate to my actual current monthly payments. I am paying £50.32 for M125 fibre, Mixing TV and landline on weekend chatter, (the landline, which is a TOTAL waste of money) I NEVER use the landline to make calls, mostly receive spam calls). Every offer that I have received states that my monthly payments are £63.32, which is totally wrong. I am paying £50.32 per month, so my offer prices should relate the £50.32 payments. I tried looking at an offer via an email that VM sent to me. I was stopped with a problem logging in to see latest offers at log in. Then tried chat and explained about my current payments and offers, the agent started my asking me about my usage and who in the family use the broadband and what for. I just wanted to look at my latest offer, which has not changed in the last two months.Early cancellation fees
We have just sold our house and obviously had to cancel our virgin tv and broadband contract. We have now received a substantial bill for cancelling. However we have bought a new house and would want to go back to Virgin once we move in. could we transfer our account to the new house once we move in? we were never told about an early cancellation fee when joining Virgin media and now shocked to receive this bill especially after cancelling our account with an AI Bot and not speaking to a human being. any help is appreciated
