GDPR request not carried out. What's the next step?
Long story short, I was having an issue with VM billing, somehow, they cancelled my direct debit with no warning (it wasn't the bank as I did check) and this of course lead to some demanding letters and emails. When I was on live chat I was logged in on my virgin media account email, and I was sure to use my virgin media account details. My account information shows my email, and it was the same email i created my package with when we signed up. The staff on the phone can see this information. For some reason they had to send me a link, and the link went through to my own personal email. I questioned them straight away, as they had no access to this data how did they get information I hadnt given them permission to use. I wasn't able to be passed through to a "manager" (typical) The customer service representative bareface lied to me over chat stating my email address he sent the email out to was the one which was in my account. Which it wasn't I was literally looking at my account details screen as he was lying to me. I have never given VM my own personal email address, and the previous time we had an account it was my partners details. I requested under GDPR the "right to be forgotten". Normally compliance is they send you a letter outlining the request and then carry out the data removal, I also requested a transcript of the chat, as convieniently the chat window didnt seem to be operating normally and the button was greyed out. My conversation was on 13th June 2025 I am still waiting for my GDPR letter and confirmation of the right to be forgotten. I am also still waiting for an answer as to why VM stopped my direct debits with no permission, and when the bank have stated there was no reason why the DD should be removed, especially without my permission. I was promised a hard copy within 30 days, of the transcript from chat - still waiting. Lots of promises here, and no resolve. What's the next step? Virgin media, fantastic product. S**t customer services, do yourself a favour and stop employing overseas representatives. or, at least stop them from lying.
Great Customer Service!
Hi all, Virgin Media have notoriously had awful customer service in the past however the most recent call I had with the customer care team member Daniel was great. He was able to help and even have arrangements in place to support any further calls that would happen! Get that man a raise!!Lied to about EDF
I contacted Virgin Media in April because my supported living accommodation were having us transferred to their WiFi. I called and was promised I could cancel my contract in May without the EDF (Early Disconnection Fee) with the agent promising to make a note on my account. I contacted today to cancel and was told there's no record of the call, nor no note on my account. I've spent the past hour going round in circles in the webchat and nothings been accomplished. I feel like my disability is being taken advantage of, since I told the agent I like in supported accommodation I can't handle the stress and I just want this all to end 😢Virgin Media discriminates against customers with disabilities
I have supplied this in DM to one of your colleagues, who will inevitably take about 10 hours to respond, but this may come in useful for another person who finds themselves dealing with this wretched company as a vulnerable user. I have spent seven hours of one day dealing with Virgin Media after OpenReach did not complete an install, which unfortunately has left me stuck with this clown car for another week. VM were informed that I was in treatment for pre-cancerous cells of the uterus. This is on the back of multiple hospital visits in a short space of time which I assumed to be a continuation of endometriosis (which meets the grounds for a disability under the Equality Act 2010, and may also be considered a form of sex discrimination as the condition impacts the female reproductive system). My first contact with VM, disclosing this, involved a call centre agent becoming hostile and aggressive with me before disconnecting the line. I subsequently began a move to Sky. Despite Open Reach's error, Sky resolved the error with booking a new appointment quicker than advertised online and with compensation for each day lost, all within 30 minutes. I am now entering Day 3 of trying to have services reinstated with Virgin. For some reason they are baffled as to why I loathe this company with every cell of my being. I have an outstanding bill with Virgin for the grand sum of circa £70. Over the space of two days I have been quoted three different amounts to reinstate the service. I have had a payment plan offer removed from me by a manager as soon as I mentioned the Equality Act 2010 and disability discrimination, where she hung up on me and wrote in notes I was not eligible for an extension. You are not allowed to know your legal rights with this company, but you can be verbally abused by their staff over your health, and you should take it because if you become frustrated or just flat out offended by how vile they are being, they will hang up on you. Therefore I would indicate to Virgin Media, and to anyone else who may need this in future, that they are bound by the Act, specifically s15 and s20. In specific relation to s20, this pertains to duties to make adjustments. I would also point you to s26(1) which pertains to harassment; their staff are extremely adept at dismissing and ignoring any mention of a disability and continuing to create a hostile, degrading environment for the person. Yes, your elderly parent who has dementia has a disability under the Equality Act 2010 and despite what their call centres protest, probably didn't understand how to add on a bunch of things that they don't even comprehend. Yes, your mental health issues can be considered disabilities under the Equality Act 2010, and yes you do have the right to be treated with dignity and respect by their staff if has caused your life to fall into chaos. Yes, if you are autistic and become overstimulated and overwhelmed by having to run around for hours after these idiots and it impacts your ability to communicate, they have a duty to consider this and not become aggressive/hostile. I do not like these people. I am sick to the back teeth of the way they treat customers. Their inability to have any duty of care toward their customers whilst racking up £2.7bn in revenue last quarter is not my concern. Other companies do this just fine complying with their obligations. They are nothing but a bunch of cowboys who appear to make it up as they go along. You can always explain how capitalism works anyway when your agents reply to this, if they bother. I'll ask the Communications Ombudsman what they think though as obviously I don't understand these kinds of meaty topics. Anyway, I did notice that it seemed to really annoy them when I mentioned this, probably the same way it annoyed me being patronised to about capitalism, so it may benefit someone else who needs it. Odds, favour et al.Virgin Credit not received after 3 chats and promises from customer service agents
Hi I Have noticed that people have posted in the past about waiting on credit to be added to their accounts, but got nothing. I am in the same boat. I have contacted them since January, and been getting promises about getting the credit, but nothing yet! This is just messed up.Wifi Pods
I have been trying to contact VM about my Wifi PODS ceasing to function all of a sudden. I have checked the MAC address and it's registered to the new Hub appropriately. The light just pulses slowly constantly without connecting to the Hub. I have even mvoed the pod to a socket right next to the Hub, yet, nothing. I have been on hold with VM customer care for more than 30mins on multiple occasions over the past few days. VM chat also does return anything useful. Does anyone have another contact number for VM customer care? Or know how to order a new pod and/or additional pods?Volt broadband not being applied
I started with Virgin in December. Existing O2 customer. Signed up to 500mb which the salesman told me would be automatically upped to 1gig. O2 doubled my data within days. I waited the 14 days for the benefits to be applied on the Virgin side but they never materialised. Contacted web chat and raised a referral form on the 6th Feb to have this sorted. Told I'd get a response within 24hrs. Haven't had one. Phoned customer service. After 2 hrs of calls, being sent to O2 and sent back again, bounced around. Told another referral has been raised and I'd have a response within 24hrs. That time has now passed and no response again. The app and website are full of broken links. My addresses match, the O2 app even says I've unlocked my benefits and am getting them, but I'm not. Nowhere to go from here other than a formal complaint and then the ombudsman. No point in going to Customer Service because they don't respond.
