Frustrating Experience
Customer service keeps closing my chats. Now they keep raising complaints for me with incorrect information that say they are resolved when they aren't. Here is one of the conversations: Pankaj: Thanks, as I have checked, there is no outage but an intermittent connectivity issue in the past 24 hours and that is it. No major outage is detected. I can see that your HUB is online too, you should be able to use the services without any issue. As compensation, I would like to offer GBP50 as one off credit. I hope you will accept it? Customer : Thankyou, that sounds reasonable, on the condition it doesn't limit me from any further compensation if the internet cuts out again. And I am able to transfer to the deal for M350Fibre Broadband at £25.99 on your site Pankaj: Thanks for accepting it and I have applied the credit on the account. The issue was then marked as resolved but my two conditions were not met. Any time I try to raise another issue I get the run-around. Further issues have been opened with incorrect information and then marked as resolved even though they aren't.No call 3 days in a row, no broadband, no resolution
Hi, I've been on the phone with virgin call centres for 3 days in a row regarding a replacement hub I received because my previous one was 7 years old, and needed to be restarted quite often in order to perform adequately. The replacement hub works fine in the room it's located in but because the Internet doesn't reach anywhere else in the house, I have these 2 WiFi pods, which i already had with my previous hub. It just so happens that the pods simply won't connect to the new hub (i actually predicted this, but when I ordered the replacement hub, I was told they would connect immediately). For 3 straight days, every single one of their assistants have told me the "2nd line team" have been told about the issue with the pods and they will 100% call me within 24h. I have waited for 3 days, after calling them everyday to let them know Ive been expecting a phone call from them. And still nothing. They have blatantly lied every time, and when I ring them over 24h later, I'm told the same exact thing ' we understand your frustration but I can assure you this time, the 2nd line team will definitely contact you within 24h-. In the meantime, my Internet only works adequately in the room where the hub is located. So I'm essentially paying for a service that isn't being provided. The pods that I am entitled too and they themselves know this because of my previous speeds aren't working, bare in mind I pay more on my contract 'virgin/o2' to have these pods aren't working. And I simply can't get anyone to call me back and resolve the issue. I genuinely think this is the most pathetic service I've ever come across from any supplier of any sort. 0 accountability, actually 0 service provided, 100% unfulfilled promises and i just don't know what to do. Furthermore, I raised a complaint, was told I'd be contacted within 48h regarding this contact. And they have failed to do even that. Imagine a black and white conplaint procedure, they don't even do that. My question is, can I cancel my direct debit to these guys under breach of contract (from their side) as well as go to the communication ombudsman and get them to resolve this? Thank youNetflix 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…??New Contract - Existing Login
We left virgin media back in June after selling our flat and didn’t renew due to moving into temp accommodation. We have just moved into our new house and I set up a new contract for the house but when I log into my existing account using the email address that I used for my new contract it’s only showing my old contract. How can I add my new contract to an existing login?Contract Automatically Renewed Without Notification After Moving Home
Hi everyone, I'm hoping someone here can help or share advice. I recently discovered that my Virgin Media contract was automatically renewed for another 18 months without my knowledge or consent. I moved home last year, and at no point was I informed that my contract would restart, I also ahvent received any new contract to my email address, also its not visible in my virgin account. There were no changes to my package, and I was never notified about a new contract starting. I havent signed or agreed anything. Every time I spoke to someone from Virgin Media, whether by chat or phone, they insisted that the contract restarted because of the move last year. BUT!!! However, I still have my original contract which clearly states the end date as June 2025, and there is nothing in it about the contract restarting upon moving. In fact, when my contract expired in June 2025, Virgin started charging me the higher out-of-contract rate, which contradicts the claim that I was in a new contract. Why i should pay an out-of-contract rate if my contract is renewed? From what I’ve seen, it looks like this has happened to lot of people here. What can be done in a case like this? Has anyone managed to resolve a similar situation? Thanks in advance!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.
