Cancel landline only
My contract is about to expire and I'm happy to renew the broadband, but I don't want the landline. We don't have a handset or ever use the landline. Do I have to have the landline "option" i.e. a effectively a top-up to the price, or can I cancel it and retain the rest of the package? The Online Chat Bot doesn't understand this, and when renewing there is no option to cancel. I don't wish to have a 45min+ phone call (again!) to discuss what should be a relatively simple tick-box unticking. ThanksJPLeft and still being charged.
Hi, I have been a customer since the pre-NTLWorld days and now it now no longer fits my needs. I gave VM the required 30 days notice following the contract end date both via one-touch switching with by new provider and via WhatsApp on the 15th February 2025. However nobody from Virgin Media has responded to either notification and have continued to invoice for a service no longer being used. This is causing me untold stress and anxiety for something that should be straightforward by continuing to invoice now at a higher fee as I am out of contract. This was also later followed up by a telephone call to a customer service agent who denied ever receiving notification, yet VM have continued to invoice even following this call. Can someone from VM please pick this up to close my account immediately as should have been done previously, and back dated to the 17th March 2025 the date my account should have been disconnected and finished and credit any overpayments that have accrued. Please also arrange a way for me to return your equipment as this has been disconnected since 17th March 2025. Look forward to this situation being resolved to my satisfaction.Virgin not honouring contract?
Good afternoon all, on the 25th march I upgraded my broadband package to include megaTV and sky sports + Sky cinema. I was quoted £86 for the new package which included M350. I received my pre contract info and everything was as expected. fast forward to the next day (26th march) and I received an email titled ‘thanks for making those changes’, which had my new contract in. However the price was £50.73 for the agreed package. I phoned up Virgin to confirm what price I would be paying and they said it was the £50.73 package which had a discount included. now, in the App it’s saying my monthly bill is £86, even though the contract says £50.73. I’ve questioned it again and they are denying all knowledge of the cheaper contract, even though it’s in my active contracts on the website! has anyone else experienced this? Or know how to deal with it?Another re-contract issue. Renewed at agreed price but contract came though much higher!
Looking through this forum I can see I'm not alone and something much be seriously wrong with VM's re-contract processes at the moment! I agreed a renewal price on the 1st April via web chat. I was sent the link to "Approve" the contract summary that I'd been sent and all was find and as agreed, or so I thought. Later that evening the order confirmation email came through with a much higher price per month and the "view Contract" in my online account also shows this much higher price. The online contract also says "Agreed" which is a lie, I did not agree to this much higher price and would leave before paying that! Could someone from the forum team please reach out as a final attempt to get this sorted for me, I've already tried web chat and calling, both have just fobbed me off and said it's all fine don't worry. I don't belive this for a second and I just know I'll get charged the higher amount at the next bill like it seems everyone else here complaining has been. Thank you :-)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 Ryan
Installation
I have tried calling the customer care support to report the issue and also arrange for a technician as early as possible or at least cancel the contract if the whole process is not going to work. I cannot be paying for something I am not using and the support is quite unresponsive. Please do reach out so I can cancel the contract at least before I am debited. I need the WiFi urgently and it's obvious virgin media is not going to work for me.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?
