Agreed Contract renewal package not being honoured - Who can help?!
I have spent the last 2 days being messed around by the support people who are supposed to be helping on the web chat you get pointed to, and are refusing/unable to do anything to resolve the issue, Does anyone know who i can contact that can actually help with my issue please?! Basically my current contract runs out on 3rd July, so in Mid May i contacted the renewals team to get a new deal i could afford, I was offered a deal for a 24month contract with 1Gb/s broadband and Maxim Tv + the phone line stuff i dont need or care about for £39/month. I had them email a copy of that offer over to me to review before accepting (as anyone should) It was sent in the form of a "Contract Summary Sheet" along with a link to an online portal (ebill2.virginmedia.com) where i had the option to agree to the offer which i promptly accepted the the next day and received a "We've got your order!" message confirming i had approved it, i haven't heard anything from them since, so as far i was concerned that was all sorted and would take effect at end of contract. Fast forward a month and my billing is now saying my July bill is going to be £120! - I contacted the help chat to find out what had happened and have been told that the offer from back in May was not agreed to (I can still access the web portal and see it in fact was with the date i did it!) and that since that offer is no longer available, the only one they can give me now with that package will cost me £60+ instead and there is no way of applying the previously agreed contract to my account?! When asking why it was not applied i have been given 2 different unacceptable answers by different support teams i have been passed between, firstly that when i approved the offer through the web portal and the order was raised, it was then denied as it was no longer a valid offer, despite there being absolutely no communication to tell me this is the case and the web portal appearing (Still) to say my order is submitted, And as such I believed the offer was accepted and was to be applied to by account when my current contract expires on 3rd July causing me to miss out on the ability to shop around for better offers easily. and then The second reason I was given, was that i needed to accept the offer both on the online portal,AND directly with the agent who offered me the deal. This also was not communicated as when i asked the agent to send me the details of the offer via email which they did, i was just told i would still need to manually approve the deal if i wanted it to go ahead. Which again, I did via the web portal, and as you can see on the screenshot, the "We've got your order!" message should be an indication that i have done what i have needed to and the offer will be applied. I have been messaging with members of the support team for over 3 hrs yesterday and none of them have provided an acceptable resolution, or have even tried to resolve the original issue, only saying that they will only offer packages which are available now, which would leave me hundreds worse off over this contract due to the teams failure to apply the above offer which I agreed to on the 14th May! This is an unacceptable way to treat an existing customer, especially when they can clearly see I promptly approved the offer made to me in the virgin web portal, and when there was an apparent issue with that order, absolutely no attempt was made to get it touch with me to resolve it and i was left unaware until the next set of bills came out. I have already even tried getting one of the support teams to raise a complaint for me about the issue, of which the only details they bothered putting in it was "unhappy with the offers available", and then immediately closed it with a resolution that I did not agree to saying "Extra info on package or product"... which is pretty meaningless! I can see other people have had similar issues on the forum and get pulled out into a "private messaging" by a member of the forums staff here, but no resolution is ever published on these forums. Has anyone been able to get similar resolved or know how to get hold of a support team who will actually help instead of treating existing customers like trash Please?? otherwise at this stage if they do not honor the contract how can i get my service with Virgin cancelled immediately so im not getting overcharged next month and can go sign up to a more affordable provider?! Thanks!Online Contract Renewal not activated
On 26th June, I logged into my VM account online to look at my contract renewal options. There was an offer to renew at a alright price for an additional 18 months so I clicked the link, read through and agreed with the pre-contract documents, and then accepted the offer. I got an order confirmation via email straight away, but nothing has updated in my account online. My existing contract ran out in May and with City fiber have now went live in my street and Open reach are about to start work in my street I have held back from renewing with Virgin unless I received a decent offer which I received on the 26th May As the system in my account says I haven’t taken out a new contract. I would like my account to be updated with my new contract price dated from the 26th June, I’d rather be paying the new contract price than the price I have been paying and have this all sorted and updated asap,as I do have other options with a new broadband contract elsewhere.Repeated Unauthorised Netflix Charges on Virgin Media Account – Anyone Else Affected?
Has anyone else experienced this issue? Back in April, a Netflix subscription unexpectedly appeared on my Virgin Media bill. I never signed up for it and have never had a Netflix account linked to my email. I contacted Virgin Media customer service, and to their credit, they removed the charge and recredited my account. I assumed that was the end of it, but the same charge has appeared again on this month’s bill. This time, customer service informed me that they are unable to remove Netflix subscriptions and that I need to resolve the matter with Netflix directly. This is confusing and frustrating, especially since Virgin was previously able to remove the charge themselves. I have no way to contact Netflix, as I don’t have a Netflix account or any email address associated with one. The subscription appears to be entirely tied to my Virgin Media account. I’ve come across several online reports and even media articles highlighting that others have faced similar issues. I’m wondering if anyone else has encountered this problem recently? I’m getting nowhere with Virgin Me dia support and would appreciate any advice or shared experiences. Thanks in advance.Unexpected new contract?
Hi, I am writing this in hope of a resolution and an explanation to my issue as I am lost at how to get support. I took out a virgin media contract at my previous address for the 1GB volt package. I moved last year in June to a new house and transferred my package to my new property. I was assured the package & pricing would continue as normal for the remainder of the contract. However, today I received a bill for the FULL package price without my discount as the discount has supposedly run out, however my contract does not end until November. I don’t understand why my contract has not ended and why I am getting charged the full price. This is completely unwarranted and not what I agreed upon. It has definitely tainted my perspective of Virgin Media. I would like my service to either: (1) be cancelled and the original contract honoured, or (2) for the discount to be reinstated for the extended contract length and for the extra amount paid this month to be credited back to me.I haven’t received the return package nor the label
Hi, I have cancelled my services long ago, my services has now also been disconnected and I’m still haven’t received a single email on when to expect the return package and label therefore I’d like to state in writing my dissatisfaction and my refuse to pay any incurring “penalty” you try to put on me as I have even tried several times to ask for a label following the instructions on your webpage however it doesn’t work once clicking on it! “Sorry! Oh, crikey. We can't find that page” that’s the message we get! please rectify this situation asap! Thanks!
Renewing contract - not honouring offer/agreement
Hi all, My contract was due up for renewal some weeks ago, I've been a customer since 2010, and renewed upgraded many times. Until now I was signed up the largest bundle which I got at a discounted price. However, over the past 6 months, I realised no-one was watching any 'live' TV, and only using streaming services which I pay for outside of Virgin Media contract. If I keep current services my monthly would be over £200. After a number of calls/chats I've managed to strip my account down 1Gig broadband only. This way, my family can continue watching what they want on streaming services, use broadband for gaming too, and I can continue using it for work etc. I've managed to get a deal after some back and fourth with the retention team for £37. I was asked whether I wanted this to start after 30 days or within 24hrs, I chose 24hrs, more savings for me this way. I was sent emails of this contract and I also have the chat history saved too. Later that day, I'd been sent a different contract saying I will still have my current contract for another 30 days and will owe £200'ish, and then going forward my bill will be £70+ a month. I called to query this, and spent a while on the call. They didn't understand their notes and what was going on, or what the retention team had done. Eventually, they agreed to the £37 a month, but were unwilling to honour the 24hr change of service I was offered. Essentially, only having to pay for a day or few days of the £200 contract until services swapped over, rather a whole month of that more expensive contract. Where do I stand with this? How can they refuse to honour something I have in writing?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!Misled During Move – 18 Month Contract Not Carried Over As Promised
Hi Virgin Media Team, I'm writing to express my deep frustration with how my home move was handled and to request that my original contract terms be honoured, as I was explicitly told they would be. Before my move, I contacted Virgin Media multiple times to ensure a smooth transition. On each occasion, I was assured that my existing contract would simply transfer to my new address, with the remaining time on the 18-month agreement carrying over - not restarting. The process of moving my services was a nightmare from start to finish. I was lied to about installation dates, which caused me to take time off work unnecessarily, time I can’t get back. I rearranged my schedule based on promises that weren’t kept, and the whole experience has been incredibly stressful and disruptive. To make matters worse, after all this, I was shocked to discover that my contract had been reset, effectively tying me into a new 18-month term without my knowledge or consent. This is not what I agreed to, and I feel I’ve been misled by customer service. If I had known this would happen, I would have seriously reconsidered staying with Virgin Media during the move. All I want is for the original contract terms to be reinstated, as I was repeatedly promised. I'm hoping someone on the forum or from the support team can escalate this and help resolve the situation quickly. Thanks, EoinArmed 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.Someone signing up in flat cancelled my services while I was still in contract with no warning
As title suggests, out of the blue I got a text message saying sorry you are leaving VM on Friday, while I was at a festival with barely enough signal to send a text,let alone ring CS or go through the web chat. Got through on webchat today and was told that the disconnection was due to someone else starting the process of getting an account in the flat. They also said that they called me about this, but I didn't have any missed calls or emails about it! I assume this is due to the next tenants moving in next month. Bear in mind my contract runs until the end of July... Apologies for the rant, but I came back tired from a festival to this nightmare and I've got work tomorrow morning where I work from home! I've put in a formal complaint but god knows if this will get me anywhere. I was also told that it takes 48 to 72 hours to reconnect me, for a mistake on VM's part! How is this acceptable at all! I requested an expedited reconnection but god knows what will happen. Does anyone have experience of this or know how I can actually get this expedited? I asked for email Comms on what was happening but this obviously hasn't happened, as VM seems to not be able to talk to any of their own teams. TIA
