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 😢Extend disconnection date
I’ve been a Virgin Media customer for the past 10 years. Recently, I moved to a new area where Virgin Media’s service isn’t as reliable, so I decided to switch to a different provider. At the time of my move, I was in the 17th month of my usual 18-month contract. I made it clear to Virgin Media that I wanted to keep my existing contract unchanged, as I wasn’t sure how their service would perform in my new location and might consider continuing if things worked out.Everything seemed fine until I requested a disconnection after my 18th month contract . To my shock, I was hit with an 'early disconnection fee' of £1,461, despite the fact that I never signed or agreed to a new contract. After spending countless hours over two weeks explaining the situation, Virgin Media finally acknowledged their error and applied a credit to offset the charge. Fast forward to today, my new broadband provider can’t install my service until 8th May 2025, so I asked Virgin Media if I could extend my disconnection date to 9th May 2025, just 10 days later than the current schedule. Their response? A flat NO. Worse still, they threatened that if I delay the disconnection, the credit covering the wrongful £1,461 fee would be reversed! I’m honestly at a loss for words. That charge should never have been applied in the first place, and it feels unjust to be penalised again over such a small and reasonable request. I’m deeply disappointed and frustrated with how Virgin Media has handled this. If anyone out there has faced a similar situation, I would genuinely appreciate any advice on how to extend the disconnection date by just 10 days without losing the credit that was rightly applied to my account. Thank you.Unable to make complaint RE: Offensive Offers
The complaints page text boxes, on three different browsers on Desktop, and two on android mobile, cannot be selected or have text inputted. So my complaint shall be put here, due to the accessible non-phone channel being unusable. My contract (our second contract with Virgin) began 29th May 2024, to last 18 months at £52 for Gig1Fibre and then to increase to £72 thereafter. I received a call today from Virgin, where the agent, after advising me that our price was to increase soon, attempted to, without my approval, upgrade me to a different package, with features/add-ons that I had stated were not relevant. And then advised that the package without the extra addons was even more! I advised the agent that I'd have to consider alternative ISP's Two of my neighbours, one who joined the same month I did initially (October 2021) and one who joined about a year after, both have the same Virgin service as me, and were recently contacted with contract offers. Both now pay, for 18 months, £26.99 for Gig1Fibre, with no TV or Volt benefits. I was advised that this is an exclusive promotional price, and is not available for me. Why not? I surely meet any of the arbitrary requirements in place, my neighbours who had, and have, the same service do. Naturally, after being told of the terrible deals available, and the suspicious exclusivity of the offers my neighbours received, but not me, I went shopping about. I've since found out, that to either switch, or end my service, I'm looking at a disconnection fee of £468.73! So, I either take an increase (to an already absurd price, that I have clear evidence can be lower) or I pay a fairly large amount to then be able to go elsewhere (in this case, 4thUtility with their £27 a month Gigabit) I find this unacceptable and frankly offensive, and as such, am complaining regarding both, the sly practices of agents attempting to run terrible "upgrades" past vulnerable customers as fast as possible (Virgin has been made aware in the past regarding my vulnerabilities/disabilities), and the insane price of early cancellation of a contract that is already very price-inflated. I would like correspondance regarding this complaint to be carried out solely in written or typed format. For my protection from unsavoury practices, and accessibility in communication.Service not as promised - disconnection fee
Been with Virgin for approx 9 years, having loyalty punished year on year with ever increasing prices compared to new deals. Moved house several times due to service needs in the Armed Forces and always taken VM with me. I've now left the forces, moved one final time and on this move was told I'd have to have a stream box with no multiroom capability instead of my 360 box with additional box, I was told all of the wonderful benefits of the stream box that I could do things like add sports channels at a whim and then remove when no longer needed (sounded great as I mainly watch football) could do the same for other channels and apps. Following the installation of this we have had nothing but problems, it took over 2 weeks to activate the entertainment package which I then couldn't switch off on demand. My VM app kept stopping me from adding channels by suggesting I needed to call. I couldn't add channels through the stream box itself as technical errors occurred 100% of the time. I decided that it was time to cancel this service. Called customer services. Explained the service was not as promised and that I would like to leave, no mention of EDF across the phone call. No follow up communication stating anything about an EDF. Final bill was generated and paid. Then last night I had an email saying another bill generated which included around £950 EDF and that will be taken in 2 weeks. Has anybody else had instances of this where nothing was mentioned at all to them. Especially in instances where the service is absolutely not as promised. Any recommendations on how to resolve this.