Please Help - Am I another ex VM customer?
I came to the end of my contract back in March 2025. At the time I 'web chatted' to re-negotiate and was offered a better deal to which I pretty much agreed to. I won't go in to all the boring detail, but since then Virgin have consistently failed to apply my new contract fee, fast forward to now I am still paying way over the odds each month >£94 for broadband & landline only, they claim to have tried to contact me... but they cut off my medically important landline (finally resolved this as they switched it to digital without giving me any notice). My daughter has a brain tumour, has lot her eye sight because of it and the hospital always phone on our landline, I made VM aware of this. I have sent numerous recorded delivery letters, which have been mostly ignored and a recent letter (October) agreed to put me on the new contract, but extended the term to 24 months, instead of the agreed 18 months from before. I have taken this to the Communications Ombudsman ADR, but they seem less than impartial and have clearly not reviewed the indisputable evidence I have provided them (I have every letter, every online chat and every recorded delivery reference - I have kept everything). Virgin have simple obfuscated at every turn, refusing to accept what they had previously said and agreed to... when provided with evidence they either just ignore it or say they don't have a record of this... when I am sending them screen captures of the chats I've had with THEM!!! I am exhausted and have wasted months of my time & energy on this. The Ombudsman doesn't want to know anymore and will not entertain me... what options do I have? I'm out of pocket, out of work because my daughter needs me... running out of money, and need my internet & landline to work - it does, but at an affordable rate. Virgin seem to know they have the monopoly in my small road, there are no other 'fast' broadband solutions. Where do I turn? What can I do? I doubt I can afford to take them to court, and if I did and for whatever reason I lost, I certainly couldn't afford that either! Help...
Moving house and Virgin has started a new contract without my consent...
Hello, I have been a loyal and satisfied customer of Virgin Media for a number of years. In July 2025, due to personal circumstances, I planned to move back in with my parents, as a short-term agreement. Knowing this, I called Virgin to cancel my 18 month contract which was due to expire Feb 2026. They explained that the fee to disconnect early was very costly and so they suggested that I suspend the broadband for 3 months whilst I was moving back in with my parents. Their suggestion was that I then cancel prior to the new contract start date (Oct 2025), at which point the disconnection fee would be a lot cheaper. I thought this was a reasonable option so I said yes to going ahead with this (confirmed on July 15th 2025). As it happens, a friend was staying on in the previous tenancy and she offered to continue to pay for the original 18 month contract, due to end in February 2026. This would mean I would no longer pause the broadband contract and then cancel prior to October 2025 and instead just continue on with the 18 month contract and pay monthly as I had been doing in the years I have been a loyal customer to Virgin before. I called Virgin back on July 15th 2025, to say I no longer wanted to go ahead with the plan with moving house that I had discussed earlier that day and instead make no changes to the contract, just continue on until Feb 2026. Nothing about my package was to change, and I certainly had no wish to sign up to a new contract. I received an email with a new contract, but assumed that this had been cancelled, given I had a conversation with customer service later that same day, explaining I no longer wanted to go ahead with this. I discussed this with Virgin Media customer service and this was agreed without issue. At no point during this process was I informed of any changes to the terms of my agreement with Virgin Media, specifically that a new 18-month contract would be generated at the new address. As far as I knew, things would continue as normal, with the original contract, due to expire February 2026. Today, I have contacted Virgin Media after having been notified that there is a missed payment on my account. I was shocked to learn that Virgin Media have created a new 18 month contract on my parent's address, without my knowledge. They have suggested that I owe them £243.50 up to this date and then a further bill of approximately £1000 to 'disconnect' this service early. The purported contract was supposedly sent via email on July 15th 2025, however, given I had called them later that day (15th July) to terminate this contract, I was appalled to find that this had in actuality, not been cancelled as I had believed. This oversight feels misleading and deceitfully designed to lock me into a prolonged agreement without my explicit consent. Additionally. I am shocked to have been informed by the customer service team, that there is no 'validation' as to whether I consented to a new broadband contract or not. Notwithstanding that I have continued to pay in a timely manner for the broadband on the original contract, it is additionally presumptive to assume that one can access broadband at two different addresses with only one router (which has remained at the original address for the entirety of the contract). Nonetheless, Virgin Media expect me to pay out over £1000 for broadband which was set up without my consent, has never been connected for use, nor has it been utilised, particularly given that the router remains at the original contract's address. I am disappointed by the lack of transparency and clear communication regarding this significant change in contract terms, especially from a company that is meant to be a reputable service provider. Had I been informed of the initiation of a new 18-month contract, I would have been in contact far sooner to rectify the error which Virgin Media themselves have made. Furthermore, my attempts to seek clarity and resolution have been met with considerable resistance, involving being passed around various departments. I spoke to one man from Virgin Media, who helpfully agreed with the case I presented to him and informed me having looked at the transcripts from my conversations in July, that he would waive all costs associated with this new contract. He transferred me to the billing department, reassuring me that they would help to waive the costs. However, when I spoke to a customer service assistance in this new department, she informed me that there was 'no evidence' and 'no transcripts' from my conversations and that I would owe the full bill amount. It seems absurd that members of the customer service team cannot come to an agreement with each other, let alone be able to access the same information regarding my case. When I stressed that I didn't agree to anything and that is the issue here, she remarked that there was nothing she could do to help, but to get her manager to call me back another day. I have no doubt these calls were recorded, both in July and today. I have submitted a subject access request, as it seems pertinent given the level of service being provided, as well as the consistent and blatant misuse of customer trust. I stated that I will be disputing this case and will take the matter further - it is unethical, unprofessional and should not be allowed to continue. I look forward to my conversation with the manager from the billings team which I have scheduled for this Wednesday 17th December, however, I have no doubt based on the customer service offered to me up to this point, that this conversation will not bring me any resolution. I have sought legal advice - whilst I am ready and willing to resolve this between myself and Virgin Media, I am prepared to take this matter to the Ombudstman, Ofcom and Trading Standards. In the meantime, the broadband in the address of my original contract has been cut off, which customer service have also failed to resolve. It is not surprising to me to see many others in this position (https://community.virginmedia.com/t5/Managing-Your-Account-Cable/New-contract-without-my-permission-after-house-move/td-p/5388210) New contract set up without my consent after moving house | Virgin Media Community - 5661259 Moving House - Put on new contract without my consent | Virgin Media Community - 5517140 And to see that Virgin has historically been the most complained about telecoms provider this year because of customer service. Any advice on next steps on how I can get this resolved much appreciated. Thanks in advancefailure to implement renewal contract
Hi, I have had awful service on my renewal. In summary this is what has happened. On the 20th November 2025 I rang Virgin Media to see what new offer could be made to me as my contact was expiring. I was advised on that call that I would receive a text with a renewal offer. I received this text which said ‘Hi, thanks for calling about your renewal package. Tap the link to get started’ I followed this link and accepted the offer that I was given on the 20th November. Also on the 20th November I received confirmation of the order and contact documentation by email confirming my new 24 month contact at the price that was offered to me. I had no further communication from Virgin Media, and no new contract had been put in place, so I made contact through the web chat facility on 12th November and despite giving the order number I was told that there was no record of my agreed contract. I therefore raised a complaint as I expected this contact to be honoured. In response to the complaint my home number was called despite the fact that I requested a call on my mobile, which is verified on my account. Because there was no reply I received a complaint resolution that said the resolution of the complaint was that they tried to ring me. Clearly this is not a resolution so I asked to be called on my mobile. No call was made but I received another email basically stating that errors had been made but that I should call in and start the process again. No one asked to see the contract I had been sent as it appeared to have been lost, or sought to look into the facts of what had happened. I have sent in the contract now but am not hopeful of a positive response due to the poor handling of the complaint so far. Both emails from the resolution team referred to a QR code to scan to continue the complaint but there was no QR code on the emails. Wondering if anyone might be able to help resolve this issue without it having to go on to the Omudsman. Thanks best wishes PaulNew contract not set up
My new contract hasn't been set up. I accepted it on 21 November and have the confirmation email, but I received my bill yesterday and to my surprise it was still based on my now expired old contract, so it's over £150, when it should be less than half this. I've been into my account and there's no sign of the new contract, it just says I'm out of contract and offers me a much more expensive option to renew (over £100). I've read some other posts on here and can see the admins have often said you're supposed to verify back in your account to finish the contract setup, but there's no mention of this in the email I received (exact wording copied below for reference) and I haven't received any subsequent emails from VM. Would really appreciate some help from VM on here rather than having to jump through the horrendous hoops of chat/phone customer service. Email received 21 November: We're nearly there! Attached are your Contract Information & Contract Summary documents. Please make sure that you are happy with the agreement you are entering into. Your documents also contain some key terms & conditions and information regarding your cooling off period. Please keep these documents for your future reference. Kind regards, The Virgin Media teamContract issues
Contacted VM via online chat on 26th Sept to arrange contract renewal and agreed a new contract (£116 a month compared to previous £110) and was emailed a contract summary. This month I’ve noticed I’m being billed £219 and went into my account via app and noticed I don’t have a contract. Contacted VM via chat yesterday and although no explanation was given to why my contract wasn’t implemented I was offered a package £6 a month less than the one I thought I’d agreed to in Sept and my bill for Dec had been reduced to £120 but my bill for Dec on the app is still showing at £219 and I’ve noticed my bill for November was £164 which came out as a direct debit. The app now shows I have a new contract but get an error message when I try to download it. Am I likely to be billed £219 still in Dec and should I be seeking a refund for the over charge in Nov as it seems it was VM’s error in not implementing the contract.Moved Address - Extra Package Charge
Hi, I've recently moved address and brought my Virgin Media package with me. I've received the first bill at my new address and there's an extra charge of £20.77 for "Package changes" even though I'm on the exact same package as at my old address and I haven't altered anything. I understand the £20 charge for moving address but this package change charge seems like an error that shouldn't be on there. Thank you in advance for looking into this!Another one without a welcome letter....
I recently rejoined Virgin media after an even more infuriating time with another supplier. We're sorted now but I still don't have a welcome letter. I asked in the local O2 shop to be told that I needed to contact 'the office' to get hold of one. I've tried the virtual assistant - useless in this case and then tried ringing, but as my query isn't listed anywhere I'm told to have a look online, thanked for calling and cut off. Not an inspiring restart. What do I do now?My contract renewal hasn't started
Hi, I got an email that my contract was coming to a end so I visited virgin media Web site and agreed to a new contract. I received two emails, one with my new contract details and including a free upgrade to sky sports hd and the second email explaining billing info etc. This was back on the 28th of November and I still havent been upgraded yet plus I got another email today 8th of December, reminding me of my contract coming to an end and to hurry and renew. I've been all over virgin media Web page and app to try and find a solution but can't. I then try to find how to contact via email or live chat which I also can't. How long does the upgrade take (last time it was within 5minutes) and how can I message them 🤷♂️Appaling Customer Service
Placed a disconnection request for the end of the month whilst out of contract aince March this year. Bill arrived today and I was baffled why I am being charged for early contract termination fees when I don’t have one. Rang customer service the 1st time, lady answered was very helpful until she decided to go "investigate" my account. Proceeded to be silent for over 5 minutes then dropped the call. This started the horrible experience. I waited 10 mins to allow a call back in case it was an accident but of course nothing. I then rang a 2nd time and was met with silence for a few minutes until the call was dropped. Rang a 3rd time, same again. On the last attempt I mentioned I know how call centers work and their contact rules and that I wouldn't hang up so it was not registered as me terminating the call as this is different tracking wise than rhe agent doing so. I then got the typical 3 callback attempts as per the norm in call centers but those were all still the same. Silence. Any other person probably would get away with it but I understand how things work being that phone and its not ok behaviour. I am disputing the ETFs being charged for a contract that doesn't exist as I did not agree to anything. If a contract exists and I am not aware of it, that will be a whole another level of issues. And I will be raising a complaint for the customer service I have received today. No matter how many silent calls I am met trying to reach Virgin Medias customers support. I would like a proper callback from someone actually helpful and this matter resolved. Whilst you're their customer, brilliant support. God forbid you try to leave.