Complaint Closed Without Resolution or Follow-Up
I’m very disappointed with how my recent complaint was handled. When I signed up for my service, the information provided by the representative was completely different from what Virgin Media is now claiming. I raised a formal complaint (C-0610255977), but it was closed without any resolution or agreement, and I haven’t received any follow-up or explanation since then. I would really appreciate if someone from the team could review this case properly and get back to me with an update.No contract ending notification email.
Has anybody had any issues with not receiving a contract ending notification. I have tried to lodge a. number of complains requesting a copy of the email and origin address, but complaints keep being closed with off topic resolutions and I simply can't talk to a human being. If I've missed the email then fair enough but I don't think I have, its cost me a lot and I don't think it unreasonable to request come confirmation....Wrong name on Virgin broadband contract
Hi, one Virgin media staff helped me organize the Virgin broadband in my new flat. However, when registering the Virgin media account, I found out that this staff entered the wrong name into the broadband contract. Basically, he entered my surname into the first name section of the contract and entered my first name into the surname section of the contract. Is there any way for me to correct this error?No Order tracking visibility, new package not applied (14days since pre-contract agreed to)
I signed a pre-contract agreement on 10th September 2025 and have yet to have any further information beyond this. I have contacted support multiple times (and had many unsolicited phone calls from VM upselling teams), and they are unable to see this applied to my account. Can I have confirmation that this order will be processed ASAP, as you are increasing my bill, and I will be financially worse off due to VM's failure to implement the contract in the time required? Happy to provide the CIS and CSS numbers as evidence, any emails and support logs for this issue.Accepted renewal offer (maybe twice) but not received any email confirmation
After receiving a renewal email and a personal offer which was good enough to accept I never received any email confirmation of this at all. I checked on the MyVirginMedia app and it still says that my current contract ends at the end of the month but I can see my renewal offers. The same offer was there so I selected it again. I realise this could stupidly create two orders (although why I want two contracts for the same broadband address is easy to spot). However in neither case did I receive any email confirmation from VM or O2 about this.Moved house, put on a new contract despite no changes and not requesting it?
Looking for some guidance from others. I was on an 18-month contract with VM due to end on the 26th December 2025, but I recently moved home (within the same area reference), so I requested a move to the new address online and made sure that I requested no changes to the package I was on (M250 before, M250 after). In the FAQ's it states this: I've been having some issues getting the internet to work at the new house so I've called up this morning to request to give notice to cancel the services as I'm fed up with the customer support, it was only then that they told me it'd be an astronomical cost for this to happen. It turns out that for some reason I am now on a new 24-month contract ending in 2027 despite making zero changes to the package. You can see this below that I've still got exactly the same services. After an hour long phone call where they insisted that I had made changes to the package I did a bit more digging. I checked the FAQs on the moving house page where I found this. I knew this was the case that I'd be paying £20 to cover the cost of moving the services. Since Virgin have told me that I'm on a new package I'd assume that the charge would then be £35? From my latest bill... Has anyone else been tied down into a new contract which is longer than the original contract despite there being zero changes to their package other than moving address? Any guidance on getting back to the original term would be fantastic as I don't particularly want to be tied to a company that seemingly misleads its customers for the next two years. CheersBroadband Renewal
Hello all, it's that time of the year where broadband contract renewal is looming ahead and I'm shopping around for deals. What is the best way to chat to someone online to discuss my options with VM before I make a decision on renewal? Last time I spoke to an incredibly helpful member of staff on this forum that made the whole process a breeze and really stress free. Thank you!
