Moving house issues
Hi all, we're having a really tricky time with our virgin house move. Move happened on 21st March with an install date of the 24th. We'd spoke to Virgin and they'd agreed to a continuation of contract. We don't have too much left on the minimum term. The 24th arrives and I get an email saying here's my new contract with a new minimum term. I'd never agreed to this contract but at the point of filling house move details in, the agent said I might get a new contract and to disregard that info. Seems a bit odd but I thought I could chase it up later as I have the chat transcript. Engineer arrives on the 24th and they quickly realise there's no cable laid and we need pre install work done. They apologise and get a new installation date of the April 8th. I explained this is really tricky for us as we work from home and I'm assured the pre-install work will be done within days and then the install can come forward. Days pass and nothing happens, on numerous times I call virgin and they say the pre-install work is the following day, this never happens. Eventually someone finally comes and leaves 5 mins later. I hear nothing for a day and call virgin, they say we need wayleave as we're on a shared drive and someone will call me. I've explained to the pre install team that we've just moved in but know our new neighbours are away for a long time and we don't have their contact details. They said we need to tell the wayleave team this when they call. On Friday I finally get an email from the wayleave team asking for my neighbours details. I've replied explaining we can't contact them and wondering whether we can discuss alternatives - perhaps it's wishing thinking but we have opereach fibre to the property and was wondering if they could use those ducts. I can't get hold of the wayleave team and I'm not sure whether there's any alternatives anyway. We're really struggling working via mobile hotspot, is there anything else I can do or shall I try to cancel my order and go with an openreach ISP?Additional Netflix charges £12 a month?
Who do I speak to about VM charging me nearly £20 extra a month despite my contract for Netflix which IS included in my Mega Volt package? I have now spent HOURS on the phone where I was told it is either me, or Netflix adding these to my invoice. It is a joke, and recently renewed VM contact - exactly the same - and I should have trusted my gut and not renew it. I will give the broadband where I live is pot on and hardly ever breaks, but the pricing and billing and the CS is ridiculous. I would like to speak to someone who can actually help me and stop these charges and not being sent to Netflix people?Frustrating Customer Service multiple years ago, and now I'm in arrears???
Hi. I hope there's someone here that can help me. A few years ago when I was a student, two of my friends and I had rooms in a student house. Most of the bills were included but internet wasn't, so we decided to go for Virgin Media for a year, despite only needing it for 9 months as that was the only contract option. I was the account holder, signing up with my email address. We all moved out, and I went to cancel the contract and disconnect it, happily sending the kit back to them and paying any early disconnection fees. I ended up being asked to speak to their customer service team over WhatsApp and happily explained the situation. I was moving to Manchester into a house where the landlord controlled and paid for the internet, included in the rent. This internet was also Virgin Media broadband and one of their more premium packages, so there was no need for me to have any sort of contract still. The chat was extremely frustrating, with the Customer Service Assistant repeatedly using different angles to ask me if I could keep my account. Each message took about 20 minutes to get a reply so it took hours. The conversation went something like this: "You still have 3 months! Are you sure you don't want us to transfer it to your new address?" "No that's honestly okay, my new place has a better version included from Virgin and the landlord pays for and manages it themselves. I would just like to cancel and can pay an early cancellation fee and send the equipment back" "I've just checked your new address and that version is much more expensive, are you sure you don't want to transfer this cheaper one?" "No, I'm not paying for the new one and its a shared house with it included, so please just cancel mine. I have no reason to need it anymore and would like to be out of the contract please". "You will have to pay an early cancellation fee" "That's fine, how much is it?" "Actually Luke our back office team will process regarding the service to the new address, so that you can use your own account" "I don't need it, please listen to me and cancel the contract, I have no need to pay for more Internet through my own account as I already have it through my landlord. Can I speak to a supervisor please?" "I understand Luke, are you moving to the new address permanently?" "Yes" "Have you got any friends or family that can take over the contract for you?" "No" "I understand that you may have already made up your mind , but would like to make sure that you are also not passing out an opportunity to re-negotiate your package with us." "I have no reason to have the package. As constantly explained. Please just disconnect me, I will be making a complaint if this continues" This then honestly continued for about another half an hour. Within the conversation I gave them my new address. Then, so many years later, I have checked my credit and although my credit score is absolutely fine, it mentioned me being in arrears. Now, looking back at the messaging with this customer service assistant, he did mention a cancellation fee but I never received a bill. I'd already moved house and didn't get an email or anything. He did mention it would cost £63 and I must have forgotten about it. My current problem is I've called Virgin, and now they can't access my account due to the security questions about about recent billing and there is none. They cant tell me what I owe, or anything. Despite telling them my new address in the above chat, because im not at the address I lived at in 2022, they can't send me a letter. It almost looks like my account has been closed but there's still an outstanding bill I'm unaware of. The lady on the phone said "well I can take a payment if you have an idea of how much you owe, but I can't tell you how much that is". I cant log into my account and trying to reset the password doesn't work. What? I apparently owe money, but virgin can't tell me what it is or get into my account. How do I know where the money is going, how much exactly to pay, if its going to actually pay off this mystery bill or not? It's just confusing. I would like to make a complaint as well because I have received nothing about this bill for years! Surely they still have some of my details if I owe them this money?? I haven't paid anything yet, but happy to do so if I've genuinely made an error. I just feel like the whole customer service aspect of all of my experience has been terrible. The confusion from which has potentially put me in arrears and affected my financials.Help
I moved house in September and called virgin media and this was changed over for me. Since there was an issue with my direct debit. In this time I’ve now realised I’ve not been sent any bills or any correspondence to say there was an issue with my direct debit. To my horror virgin media has filed a missed payment to my credit file! How is this ok when I had no idea my account was in arrears to my knowledge I just thought the direct debit was being taken and everything was fine. To not even have a letter or email to tell my my direct debit is no longer active or even a bill so I was aware my account was in arrears! This is absolutely shocking and when calling to get this sorted the customer service was extremely rude on the phone. Anyone else experienced this? And any advice how to get this removed before taking it further to the comms ombudsman? Any help greatly appreciated.