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Netflix activation
I’m having similar trouble trying to activate Netflix which I received as part of my package. My activation email expired before I got a chance to redeem it. I’ve contacted VM a number of times by phone and chat all telling me it had been sorted but wasn’t and the online redeem button keeps telling me there’s an error and to try again later. Any advice on how to resolve this issue?Account problem - unresolved for 4 months
Hi. Since I was forced to create a virgin media O2 account I can’t log in and I go round in circles. My virgin media account isn’t linked and I can’t create the link. Called several times over 4 months, promised ticket had been raised with IT as none of the service support folk have been able to fix it and still no resolution. Means I can’t access my account online or log in to watch sky sports on mobile device (for which I’m paying) etc. Can’t even find a way to delete the account so I can start again and try to link my virgin media account from fresh. None of the help topics fix the issue. I can’t even log in to make a complaint formally. Help!!!!Virtual Assistant needs to go back to school
Here's how my chat with the Bot went: Me: I cannot access my TV channels - I get a message on the TV saying that "The set-up is now being finalised, this can take a few minutes. Thereafter you will be able to enjoy Virgin Media Digital Television". Bot: To help me clarify your goal, please choose a number from the following list: 1. Why am I seeing a "programme not available" error message? 2. What channels come in each Virgin TV package? 3. Where can I see what channels are available on Virgin TV? 4. None of these Me: 4 (None of these) Bot: Asks me the very first question again. Me: You are the worst "virtual assistant". Please go and get reprogrammed. You are wasting my time. Have I conveyed my frustration?Received letter with a cheque refund from Virgin but not my account
I have received a letter to my home address, with a virgin account number with a cheque refund enclosed, but I do not have a Virgin Account. The name at the top of the letter is addressed to my ex brother in-law. Has he fraudulently used my address for a Virgin Account of some kind?Contract Renewal
I renewed my contract last night via the chat facility which ended rather abruptly. I received the contract via email and a text message from both Virgin and O2. I need to confirm some of the details as I'm not sure if everything I was told on the chat was accurate. I also need to ensure my current 02 number is transferred to the new 02 sim. Who do I need contact to resolve my queries?new account on credit report,my mortgage rejected and Credit score affects due to Virginmedia hard search
My credit report has notified me of a new virgin media account which is appearing on my file. I am using virgin media bradband, My virgin media account number is [MOD EDIT: Removed]. I have moved new address on Nov 15 2025. I don't have any payment arrears. Just moved new home. I am not sure why your team did hard search on my credit profile. I am totally disappointed and frustrated. Because of this search all my loans got cancelled and my plans got collapsed. Could you please have look and take necessary action and resolve the issues. Thank you.I paid manually and my direct debit came out a few days after; is a refund possible instead of credit?
I paid manually from another payment method a few days before my direct debit was due for my wifi as I thought it would stop the money coming out of my usual payment method however I’ve ended up paying twice. My question with this is: is it possible to get the second payment refunded into the my bank or as a cheque instead of account credit? Any help would be appreciated I just don’t want to cancel the debit for a refund, do an indemnity claim or anything of the sort without at least inquiring in case my wifi gets cut off.E-Billing Again!
Hi, Trying to change from paper to e-billing but having no luck. Searching here seems to suggest only solutions are from PM's from Virgin. I can not get anywhere with these instructions!! How to switch to eBilling Sign in toYour Account SelectMy profile at the top of the page Go to the eBilling section and selectSwitch to eBilling Follow the instructions to complete your registration You’ll then be set up to receive your monthly bills to the email address of your choice each month. Can any one else offer advise please? ThanksAccount and paid, yet missed payment on credit file
Hi, I’ve been dealing with this issue since my house move in December 2024. Despite making numerous payments of the residual balance of £20.09, Virgin Media’s system fault keeps misallocating them either posting payments to my old closed account, pushing them into suspense accounts, or failing to clear the arrears after services were closed. Since June 2025, I’ve repeatedly paid the balance, yet the system continues to show arrears. Virgin Media acknowledges this is a system fault, but they cannot prevent missed payment markers from being written to my credit file. Even when the credit file team confirms markers have been cleared, the system re‑applies them because the account still appears overdue. I now have a dispute note on my credit file, but the reality is Virgin Media controls the data feed, and credit agencies are bound to accept whatever they send. I escalated the matter to the ombudsman, but Virgin Media’s legal team argued they are obliged to mark missed payments. The ombudsman ruled in their favour, stating I must clear the balance as its a legal requirement first, or take legal action as next steps and its not in their remit to handle such disputes. I have been clearing payments, but the system errors keep leaving the account in arrears. This is not a customer service or credit file team issue, it requires intervention from a Finance Manager with access to the core system. Without that, the process remains broken. From my experience, the only way forward is persistence: if arrears are eventually cleared, the credit file team can correct the markers, but it requires constant pressure repeated calls, emails, and evidence. The company’s operations are spread across the Philippines, and India, and frontline agents are not trained to handle scenarios like this. Worse, there is no internal escalation path to reach the right department.