Contract not updated online
I have been a virgin media customer for many years. My recent contract expired last December 2024 and I took the opportunity to renew my contract via the new online function rather than call up and negotiate. The package was deployed and I received an email confirmation with the new contract. However, when I login to my online account, if I click view contract, it still shows the old contract and the front page also shows contract expired. Only when I click deeper into my package does it show my new package. It also doesn’t show my add on, tnt sports, in the flex plan section. I tried to speak to an operative via the chat function, but they say my account does show the right contract. I was going to add some extra subscriptions via the flex plan. But don’t want to go anywhere near it until my contract is showing correctly on my account. Anyone else had this issue and been able to resolve it.
Contract terminated after turning down new deal
Last month I had the usual call from Virgin offering me a slightly cheaper deal. To take advantage I had to commit to an 18 month contract which I told them I couldn't do at the moment. We agreed that I'd continue on my current terms & they didn't say this wasn't an option. Today I couldn't log in to read my emails and when I looked at my account details it said that I'm “Out of contract”. This happened without any prior notice. I've been waiting for ages to talk to somebody on Web Messaging. Anybody else had the same problem.Renewed Virgin contract but Service Change Receipt completely wrong.
I renewed my Virgin Media contract a few days ago. As part of this process I received Virgin Media Information Sheet which I was happy with however I have now received a Service Change Receipt with less services and increased costs. I have tried calling customer services however the only option I have there is to cancel my contract. I therefore have 2 questions. How do I attempt to sort this out? If I can't then, as I am within 14 days of receiving the contract, can I cancel the whole contract and find another supplier?Online Recontract - removing TNT sports
I just reconstructed myself online for broadband and TV, with an upgrade of my broadband speed to Gig1 for an excellent price. I have all the contract documents etc. However, I was unable to remove TNT sports which is £18 a month and I don’t use (contract information stipulates 30 day monthly rolling so I figured I could remove any time). Calling them is useless. Last time I recontracted online and wanted to make an adjustment they cancelled the whole thing and it took many phone calls and much frustration to get the original online deal price back. Could someone at VM help me do this? ThanksBilling and contract issues after moving home
Hi, I hope someone can assist me in resolving the following issues: I signed a new 18-month contract with Virgin Media in January 2024 for £75 per month. 20th November 2024, I informed Virgin Media that I would be moving house and arranged for services to start at my new address on the 9th of December 2024, as Virgin confirmed services could be provided there. I was thrilled with this, as I’ve been a loyal customer for the past 8 years and have always been happy with Virgin Media. However, this is where the problems started (I should have known an email stating stress free move with VirginMedia is a scam) • I received a bill of £135 due on 27th December 2024. I was aware of the £20 moving fee (which I wasn’t informed about but was willing to pay), yet this still doesn’t explain the £40 increase in my monthly charge. When I spoke to customer service about the bill, I wasn’t given a clear explanation for the costs—just a vague apology and a promise of a discount. • On 27th December, I was billed £54. Although I was confused, it was the busy Christmas period, and I didn’t look into it further at the time—my mistake. For context, I always pay my bills on time via Direct Debit, and no payments have ever been missed. • On 20th January, I was unexpectedly charged £20.72 for no apparent reason (this amount doesn’t show up on any bill). To make matters worse, I received a notification that my credit score had dropped because of a missed payment on my Virgin Media account—despite all payments being taken via Direct Debit as usual. • On top of all this, I have now been notified that my upcoming bill on 27th January will be £115. This is a significant increase from my original £75 monthly payment, and I cannot understand why. Finally, I’ve noticed that my contract has now been extended to expire in August 2026, instead of the original June 2025 end date. I did not agree to any extension or a new contract when I moved house. To summarise: • Why has my monthly bill increased from £75 to £115 for the same services after moving house, and why were moving fees charged on top of this? • Why has my contract been extended without my consent? • Why was there a missed payment on my account when I’ve paid all my bills via Direct Debit? I’d appreciate it if someone could urgently look into this and provide me with clear answers. These ongoing issues have been frustrating and have caused unnecessary stress, especially with the impact on my credit score. Thank you in advance for your help!Broadband contract renewal has Disney+ included at additional cost
I am renewing my contract for Broadband and it appears that Virgin have bundled a subscription for Disney+ into my renewal contract. This is not something that I have selected as an add-on. It is also not something that I need as I qualify for a free Disney+ subscription through other means and I have no interest in paying for it. Please can someone advise me as to how I can get rid of this bundled add-on that I do not want? If I don't get a meaningful response in a few days then I will not renew and will seek a different provider.No response from homemovers@virginmedia.co.uk
I'm about to move house into a flat that I can't move my broadband package into and the customer support team member I called said I should email homemovers@virginmedia.co.uk with evidence that I'm moving to this address. I've emailed four times over the course of this week and I've not received anything back. Should I be doing something else?
