My bill
I have renewed my services and the lady stated my bill would be lowered however this time bearing in mind I have paid up to date your stating I owe more money which I know I don’t always paid every month!!my bill should be lowered in price you have charged me £28 more than it should be !! I was going to cancel my whole package last time because it was to high now I feel I want to just cancel the whole lot it’s disgusting adding more money on I’m on a tight budget as it is and I told the lady on the phone this how can you then add extra for bills that have already been paid tbh I am sorry I have tried to call and end up with a automated service that doesn’t accept my password and getting no where fast I want a refund and speak to someone I don’t want to be waiting for ages either I’m disgusted totally I’m sorry this isn’t what was agreed at allSo frustrated with VM
After ongoing complaints for months I have just moved addresses and found my bill go up by £100 for some reason? no way to contact anyone and so tired of trying. Spent about 50 hours dealing with these people since signing up in April. This company is horrible to deal with and whenever I try to get it resolved I just get threatened to have to pay £500 to leave my contract. or belittled by their customer service agents who love to hang up so you need to restart the call again taking hours. I just want to pay for a service that works! would actively advise anyone to never use VM they’re horrificRefund not received
My name is Sean and my account number is [MOD EDIT: Removed]. I was a Customer of Virgin Media for over 15 years and when it came to them taking my money on chasing me for late payment their system and processes were impeccable. Now I have left Virgin Media (over 5 months ago) I am being past from pillar to post to get back the £42.42 they owe me. I was originally told by their Customer Service Team that I would receive my refund between 25th March and 4th April but I am still waiting to receive my my money. I called on 10.4.25 after not receiving my refund. I spoke with one of their Customer Service Team Representatives who told me the system stated that I was refunded by bank transfer on 24th March 2025. He also informed me that there is a system error which needs to be looked into and someone would call me back on 14th April to discuss. Nobody rang. I called again on 02.05.25 after not receiving my money to be told that I will receive a cheque in the post within 14 days. The cheque never came. So I called again on 21.05.25 only to be told that my money was refunded by bank transfer on 24th March 2025. I checked there and then while on the phone with their Customer Service Representative. And I had not received the money they owed me. I was told I needed to send proof that I had not received the money by Bank Transfer. And was advised to send an email with Refund Request Reference: [MOD EDIT: Removed] to mailbox: ([MOD EDIT: Removed]) I sent two emails to this mailbox. One of them with my Bank Statement attached. And to this day I have not even received an automated response. I called their Customer Service Team again to find out what was going on and they could not help me besides confirm that this mailbox exists but could not speak with anyone in the department that deals with the emails (which contain personal information of their customers) sent to this mailbox. Obviously irate I escalated the call to a Manager because I now had no clue who had my account details and I was genuinely concerned. I stated that this is a very serious matter as it was clear that they were not dealing with customers sensitive data in accordance with Privacy Laws, and she was literally LAUGHING as I expressed my frustration and concerns. I was so appalled I decided to do everything in writing from that point forward. And my experience so far has been just as harrowing while being given the run around. The level of incompetence is unbelievable and when I read the awful Trust Pilot reviews with over 100K reviews and a 1.3 out of 5 score, I realise I am not alone. After several emails I was instructed to send my bank statements to their Missing Payments Team ([MOD EDIT: Removed]) which I first did on 07.07.25 and all Ive received from them is an automated email (See below) which states: Hello, Thanks for getting in touch about your missing payment. We’ll do our best to get back to you in two working days to let you know if we've been able to find it. If we can't find your payment, we'll be able to investigate further to work out what's gone wrong - we'll send you an email to let you know. If you've got a question about your missing payment, you can reply to this email. Want to talk about something else? Head to virginmedia Kind regards, The Virgin Media team Although I have written to the Missing Payments Teams for an update several times, I am still waiting for a response from them. I have however received different emails from their Resolutions Team and Case management Team with the same template that doesn't offer any resolution whats so ever but if anything demonstrates their total incompetence, poor service and ineffective case management systems. See below: CORRESPONDENCE 1: Email from: [MOD EDIT: Removed] on 07.07.25 Customer account number: [MOD EDIT: Removed] Complaint reference: [MOD EDIT: Removed] Hello Sean F, We’ve tried to get in touch so we can chat about how your complaint’s progressing, but we haven’t been able to reach you. So things don’t get delayed, we’ve gone ahead and proposed a resolution. We’ve looked into it and here’s what we found: Hi Sean thanks for your reply. We appreciate this is frustrating. We would advise, as we can see there was a final bill amount of £-42.42 on the 18th February, this should have been refunded to you directly. As you are disputing this, you'd need to contact [MOD EDIT: Removed] and they should be able to help resolve this matter for you. We hope this helps. Here’s a summary of the complaint outcome and what we propose as a resolution: CORRESPONDENCE 2: Email from: [MOD EDIT: Removed] on 08.07.25 Customer account number: [MOD EDIT: Removed] Complaint reference: [MOD EDIT: Removed] Hello Sean F, We have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you. We didn’t want to delay things, so we’ve gone ahead and offered a proposed resolution. We’ve looked into it and here’s what we found: Thanks for coming back to us Sean and we're sorry to hear that this matter is still ongoing, with the complaint remaining open. Here’s a summary of the complaint outcome and what we propose as a resolution: Reviewing your account and our refund screen on your account, it would appear that on 24/03/25 a BACs payment was made to you via the value of £42.42. We understand that you have advised this was not received and have reached out to our refunds team, but have yet to receive a response. If you're able to send supporting documents to confirm that this payment has not been received, we will be able to forward this to our team, with the supporting document to see if we can find the whereabouts of the refund, or if do maintain that this was paid. When BACs are issued to customers, this would be sent to the same bank account in which payments were made to Virgin Media for this service and would need to remain active for the receiving of the refund to complete. Thanks. CORRESPONDENCE 3: Email from [MOD EDIT: Removed] on 23.07.25 Customer account number:[MOD EDIT: Removed] Complaint reference: [MOD EDIT: Removed] Hello Sean F, We’ve tried to get in touch so we can chat about how your complaint’s progressing, but we haven’t been able to reach you. So things don’t get delayed, we’ve gone ahead and proposed a resolution. We’ve looked into it and here’s what we found: Thank you for bringing your concern to our attention. We apologise for the inconvenience you’ve experienced regarding billing, and we’re committed to resolving it promptly. We understand how important this matter is to you. We acknowledge that you’ve attached proof and are seeking a refund. Here’s a summary of the complaint outcome and what we propose as a resolution: Upon reviewing the attachment, we’d like to inform you that the account number shown on the statement differs from the Virgin Media account under which this complaint was raised. Due to security reasons, we are unable to retrieve any information related to the account referenced in the attachment. Therefore, it is essential to raise the complaint under the correct account where the issue needs to be resolved. For further assistance, please visit: virginmedia/help We have now addressed your concern and given you the appropriate resolution as per your request. Thank you for bringing this to our attention. I AM STILL WAITING TO HEAR BACK FROM THE MISSING PAYMENTS TEAM ABOUT THE MONEY THEY OWE ME SO I NOW READY TO START POSTING EVERYTHING ALL OVER THE INTERNET AND THIS IS MY FIRST POST ON THE VIRGIN COMMUNITY MESSAGE BOARD. BEFORE I TAKE THIS MATTER UP WITH THE COMMUNICATIONS OMBUDSMAN.Switchover to Plusnet
Hi all, due to not being able to get through to a human on the phone or online I thought I’d come on here to try and get some answers… I have recently switched over to PlusNet from Virgin, on the 15th July to be precise but I have just received another bill from Virgin that covers August. The one touch switch was issued by PlusNet on the 15th July so why am I still getting bills and the internet connection is still working as well. Any help would be appreciatedContract renewal - severe loyalty penalty
After almost 15 years with different Virgin Media contracts, my existing Virgin Media package contract comes to an end in August. I tried to look at options via my online account a couple of weeks ago but there was nothing available - just a message saying oops there is a problem and to call up or use chat. So I tried to login to my online account last week, this time I was forced into re-linking my Virgin Media and O2 accounts (which were already linked!). All seemed well until I tried to login today and was unable to getting in instead receiving an IDF-12B error message and advising to call in to get help. Aarghhhh. Looking on posts here, it seems I am not alone with this issue and it is taking multiple calls and days/weeks for people to resolve with the help desk. So what does this mean: I cannot access my account online; It makes it very difficult to cancel the agreement; It means I cannot see any potential new contract offers. After my last round of contract renewals where I was bombarded with multiple calls a day, all offering the same package but at wildly different prices even in the same day (some were 50-75% higher for the same deal!) I am loathe to try chat or calling up the call centre. So I tried to contact someone via this forum who was very helpful in resolving issues in the past. After no response and a chaser I got a note from someone else telling me not to contact the team directly and instead to post via the forum. So much for customer service! I then got an e-mail advising me that my contract was coming up on 23 August and that my existing package will go from £77 per month to >£219 per month if I do nothing - this is not going to happen.... The e-mail helpfully told me that a new customer could get a similar package for £79 per month but as an existing customer I would pay £190 for the same package...hmmm... does this sound like a fair and equitable way to treat loyal customers? Weren't OfCom looking into this issue specifically after a similar problem with the insurance industry penalising existing customers? This makes no business sense either as if the prices are so uncompetitive that I leave, then there is a cost and the waste of returning VM equipment, sending an engineer out to the local box etc.... So the long and the short of this post is please can someone from the team contact me directly to discuss a sensible price for a new contract with the same package I have now, otherwise I will be leaving and issuing notice tomorrow.Armed Forces Covenant - Virgin Media Breaching Contract
Military family here. We lived in an SFA down south and got posted to Cyprus (RAF base, which is British Territory) . I contacted Virgin Media saying that: the area I'm moving to is UNSERVICEABLE by Virgin Media hence by contract no early termination fee should be billed to my name. It is a military posting for the entire family that is outside our control so by contract, Virgin Media should not put a military family under unfair treatment and/or discrimination. Virgin Media is required to waive fees for military FAMILIES. I've explained all this, quoting the covenant, quoting other military spouses whose fees have been waived under such circumstances and the response I got was "I only have paperwork for Serving Person in my office, because the account is under your name you will have to pay". Well, isn't this unfair treatment? the house you provided services for is MOD property, which funny enough is under the Serving Person name, so you charge me, you charge him, you charge us. Webchat was even worse as I got someone who didn't speak any English and his messages made absolutely zero sense. Then I got a really cheeky guy who kept asking me of he could close my complaint. I told him not to close it and what did it do? claimed he resolved it!!!! Absolutely unbelievable how you don't understand that you can be sued for all this and that I can get my husband's Warrant Officer to send you a nice lovely letter as he already had to do this before for other people. You think you can just take advantage of people that's what you think. I expect the bill to be waived as it's legally required. Waiting for you to get in contact.Shady tactics and lies - avoid
I write this in hope someone will read in the future and spare themselves the experience of opening an account with Virgin. I had the terrible idea of signing up woth them. I spoke with a salesman who assured the contract was full fibre. When the contract came, the wording on it were for hybrid broadband. I called back immediately to cancel and a very rude employee called John Paul told me that I couldn't cancel my account because it wasn't in the system yet. I managed to speak with the salesman again, who revealed he wasn't really sure about hybrid vs full fibre and offered to send an engineer the day after. I agreed. The engineer never showed up. When I called them back, I learned the engineer appointment was mysteriously cancelled without notification (they couldn't tell me by whom or why of course), so I had spent the whole Saturday morning waiting for the engineer for nothing. I finally was able to cancel (which is very hard to do, they keep making excuses) but of course my O2 account, part of the package, that was opened by the Virgin Media saleaman, needed to be cancelled separately, so another 1/2 hour of phone call, verification, explanation etc. On the phone service, it's almost impossible to speak to a human operator: the only way is saying that you're thinking of cancelling, they'll put you through the retention team who can't do anything, but they'll eventually transfer you to the other teams. Even getting there is hard: the voice password system doesn't work, and you have to dial in your password after 3 attempts. Imagine an old person trying to cancel or fix something, they'll never be able. Obviously there is no option for "the engineer never showed up", and if you select the wrong option you will descend into robocall help until they tell you to go to the website and hang up. All operators are from Asian countries, thick accents, hard to understand. A scam, hopefully the regulator looks into those shady practices.
I'm being charged much more than it says in my contract documents?
I accepted a new contract via the my virgin media site as my current contract was expiring. I received the email with the new contract details and the price. However I've now received the next bill and I am being billed nearly £20 a month more than stated on the contract documents. I contacted Virgin via chat and was told "due to a technical issue the discounts on your package were removed" but they weren't able to sort it. Is there someone from the virgin media team here who can help me please? I've seen similar previous posts from a few months ago where the issue got resolved. Thanks in advance