Renewal not happened
So I renewed my bundle on 26th of April. Got the tv remote and upgraded. All very lovely until I discover the bill hasn’t changed. Tried calling but got a lovely young lady who had no idea and just told me to wait until the boxes arrived (I’m not waiting for any boxes) Then dropped me through to “collections” (I don’t owe anything) and then after queuing I got cut off. I am hoping someone on here can help. The web chat keeps freezing and I really want the money refunded and my bill changed to what it should be going forward.
Added the TNT offer to my account, am now being charged £30 a month more than before
Hi, a couple weeks ago I received the offer to add TNT sports to my account for £12 a month. I added it to my account online, and received a confirmation email with the order number. All good so far... Three days later I then received a new contract summary sheet for £12 a month more, but with a completely different package that doesn't even include TNT sports. After spending 2 hours on the phone with the call centre on Friday, I eventually got them to roll back my account to my previous package, and add TNT sports. Hallelujah. However, I've now received another new contract summary sheet, this time for £30 a month more than my original contract was! Even without the special offer, TNT was only £18 a month more to add to your account, so I've no idea what's happened here. I really don't understand why this whole process has been so hard. Would someone here be able to help me please? I don't think I can spend another 2 hours on that phoneline! I have all the order/contract numbers so hopefully it's an easy fix. ThanksFrustration with Virgin Media: Late Payment Charge and Lack of Response
Hi everyone, I’m reaching out to share my frustrating experience with Virgin Media and see if anyone else has been in a similar situation or has advice on how to resolve this issue. Here’s what happened: I’ve had an active direct debit with Virgin Media throughout my contract, yet in December, they failed to take payment on the 18th as scheduled. My bank, NatWest, confirmed that Virgin Media did not even attempt to collect the payment, despite the direct debit being active. Virgin Media then added a late payment charge to my account. To make matters worse, Virgin Media eventually took the regular payment and the late payment charge from my account without resolving the issue. I contacted Virgin Media about this, and on 10th December 2024, I received an email acknowledging my complaint. They mentioned that a request had been raised to waive the late payment charge and said they’d notify me once it was approved. However, since then: I emailed them again on 10th January 2025 to follow up, pointing out that I had proof from my bank that this was Virgin Media’s fault. As of today (18th January 2025), I’ve had no response to my emails. I’ve also learned that I need to wait 8 weeks from my initial complaint before escalating this to the Communications Ombudsman, which is incredibly frustrating given that Virgin Media is completely ignoring me. At this point, I’m demanding: A reversal of the late payment charge. Confirmation that my credit rating will not be affected. Compensation for the stress, time, and inconvenience caused by this mess. I find it disgraceful that such a large company can treat its customers like this and fail to communicate or resolve a simple issue. Has anyone else had similar problems with Virgin Media? How did you get them to resolve it? Any advice on how to handle this would be much appreciated. I’m ready to escalate this as soon as the 8 weeks are up, but I’m hoping Virgin Media will act before it gets to that point.Extra charge on my bill
Ive been charged £5.51 for package changes even though I was in my renewal window and I was being shown upgrades online when logged into my account with no charge fee - please can someone look into this and refund me this charge, it's not fair I have been charged this. There was no option to pick a date I renewed from else I would have chosen the end of my contract as this is more expensive anyway and now you are charging me even more, this feels like a scam and I cannot afford it Please can someone help me the agents on the phone and webchat are not helpfulIncorrect Bill Amount despite renewed contract
Hi, I logged into my account and just discovered the bill is showing £63 which is wrong. But I've recently renewed my contract with Virgin for TV, Broadband and Landline and figures do NOT match up. I joined Virgin on November 2022 and contract I signed, the discount was due to expire on 08/05/2024. Therefore I renewed on 20/04/2024 which clearly is before my contract/discount expires. I was informed by the agent when I renewed the contract on 20/04/2024 that my new contract would begin once I connect TV360 to the Hub 3 router. I have evidence that when my new contract starts the bill is £19.35 for May but it will be £33 per month the following month (June). I was informed of this on 20/04/2024 via LiveChat when I renewed by new contract by the customer services agent named "Sadiya". Here is what was stated to me: "You will receive TV360 box on 24/4 and once you install TV box your new contract will start. This month you have paid 28.28 and next bills will be, Bill Billing Due Amount Run Date Date 19.35GBP 29/04/24 14/05/24 33.00 GBP 30/05/24 14/06/24 Hope this helps?" It looks like my new contract has not been activated. However, the cables that came with the TV 360 are short because I have a large room. This is not my fault. I requested for longer broadband cable last week 27/04/2024 and I was told by the agent "Priyanka" that a "10m cable and 15m cable would arrive in 3-5 working days free of charge". I am still waiting for longer broadband cables to arrive so i can connect the new TV360 Box that Virgin sent to me the Hub 3 Router. So I have questions if Virgin rep can answer please: Why is my new bill for May showing £63? Do i really need to connect the TV 360 Box for the new contract to start? Once I connect the TV 360 Box, will the bill amount change for May 2024 before monies is taken out of my bank account? What is the progress on arrival of the longer cables so i can connect the TV360 to Hub 3 Router?Moving home with Virgin is a nightmare
I just raised my second complaint with Virgin today cause noone was able to fix my bill in the last 4 weeks and the bill is £125 instead of £34! and imagine this when you are on direct debit and you are on a tight budget and you must pay the triple of what you should do cause someone made a mistake and noone is able to fix a simple mistake on the bills. They just put me on a new £60 contract without my consent when we moved, even when I asked the lady 3 times when I let them know we move to make sure my contract wont be changed when we move. And she said no absolutely not I don't need to worry It's so stressful that I decided to leave Virgin today, I rather pay couple of pounds extra but I know if there is an issue someone is there to support at least. My direct debit is due in 3 days I had to cancel the DD from the bank cause noone is able to afford their mistakes and negligence. And again this might affect my credit score because of an incorrect bill. Did anyone else had this issue with them? Customer service is just soo slow and terrible I am completely clueless