Contract not updated online
I have been a virgin media customer for many years. My recent contract expired last December 2024 and I took the opportunity to renew my contract via the new online function rather than call up and negotiate. The package was deployed and I received an email confirmation with the new contract. However, when I login to my online account, if I click view contract, it still shows the old contract and the front page also shows contract expired. Only when I click deeper into my package does it show my new package. It also doesn’t show my add on, tnt sports, in the flex plan section. I tried to speak to an operative via the chat function, but they say my account does show the right contract. I was going to add some extra subscriptions via the flex plan. But don’t want to go anywhere near it until my contract is showing correctly on my account. Anyone else had this issue and been able to resolve it.Renewal package not added to account, resolved then removed, VM unable to fix, leading to reduced service
On the 17th December, I accepted a renewal offer for my virgin media package. Received the contract and documents via email. Renewal cost was £79.97 Payment taken in January was for £105. after spending nearly an hour on the phone yesterday, transferred to different departments, I was advised that it was the online teams responsibility and to contact them via online chat to resolve ( as the online teams offer was not on my account) After locating the chat facility ( which took some time to do as it's not obvious or intuitive), waited for an hour with no one responding. Today I contacted the complaints team via online chat -this took 2 hours in total- they advised there had been an error and offered me the same package for £70. I accepted, and received another contract confirming this. Was advised it would take 24 hours to be reflected on my online account. An hour later, I received another email contract confirming the removal of all of my services and stating that the cost was now £143 per month. I have also lost access to all of the sports and cinema channels.netflux has also been affected by them removing my payment details. Contacted the complaints team again, relayed the information again, was told that it was very complex and it would actually be 48 hours to resolve, until then, my channels are still lost. I requested an escalation in my complaint to be told "don't worry I'm from the higher complaint team". I didn't accept this as nothing resolved. This has taken me a further 1.5 hours. Im posting this with the request that someone from virgin media resonds and is able to help get this resolved. I have downloaded all of the chat history if required and have all of the documents that I can provide if needed. I'd like to escalate this complaint as well please, as in addition to all of this, the complaints team kept referring to me by my deceased husbands name throughout the conversation. Even after I explained that he had died and I was the account holder, and female, they kept using his name as if they were talking to him. It's been a horrid upsetting experience. I'm beyond upset and unhappy with the disgraceful experience.
Cannot access VM account online
Hi VM, Unable to access online account due to email address not being recognised but not convinced online access was ever created. Sign-In: Forgotten email or password route doesn’t work. Register Account: entered DOB, account and area info and a screen appears saying account info already exists and shows a partial @ntlworld.com email associated with it but this email is not familiar to us so the reset options are no good. Have spoken to call centre operator via 0345 454 1111 who confirms the billing email address is the one on account but spent 45mins going around in circles and I still cannot access it. Need to change package details so any help on clarifying / resetting access to the account would be appreciated.Have not received welcome email with account number
Hello. I have not received my welcome email with my account number and area code on. I have tried to contact customer services and they wont help me without an account number and I am going round in circles. How do I get my account number and area code to set up my online account? Thanks, Josh.
