Forum Discussion

JohnAd150's avatar
JohnAd150
Joining in
29 days ago

Out of contract. Can’t cancel landline on new contract

Hi, my contract for m250 broadband with landline ran out in August 2024.. I’ve been paying the premium on a rolling contract ever since, so finally decided to sort out a new contract yesterday.
We’ve had problems with the broadband being very slow for months, typically under 10 mbps. 
Watching Netflix or similar is an ordeal to say the least.
I’ve reported this on numerous occasions to be told there is a problem and to get back in touch if it doesn’t improve, which I have, to be given the same response.. 

Anyway, I attempted to sort out a new contract online yesterday , increasing the speed to M350 and without the landline. We don’t use the landline, it’s not even plugged in, so why pay for something you don’t use? 
When I tried to amend my contract to remove the landline,  the website said it was under development and therefore I had to telephone a number, and guess what? It blocked me for 60 minutes as I’ve obviously forgotten my memorable word.. I tried again to be told to call back tomorrow as I was blocked.. 

This evening I looked on here how to change my memorable word and tried to follow the instructions previously given to others, however when I logged in I had the option of changing my email and my password and something else I can’t recall, but not my memorable word??? 
So I went on Virgin Web Messaging. After about half an hour of mainly waiting I was informed the conversation would continue on WhatsApp and to confirm my WhatsApp number.. If nothing came through in 5 minutes I was told to click the I’ve not had a reply box. And then I was binned off. So strangely I did it all again. Another half hour gone. Same stuff, same amount of time, same result, although this time I managed a screen shot as i was binned off that said virgin were having problems and gave me a number to WhatsApp.. I did, and guess what ?? No reply! Wow just wow. 
So I went back on Virgin Web Messaging again.. another half hour or so I finally got through to someone who said they could see I just wanted broadband and no landline but after another wait they replied they couldn’t remove the landline and offered me a package with the m250 and a landline.. I replied I wanted m350 and didn’t want the landline so they left the chat and put me on hold to be connected to the dedicated  customer relations team.. Another long wait, messages telling me “don’t worry, we’ll be with you shortly” and then was 8pm and I was binned off.. Really??? Pfft.. I started work at 6:30 am this morning, got home at 6pm and spent the evening trying to sort my broadband. Oh, and I’ve received an email from virgin today with a pre contract agreement for a contract for broadband and a landline that I haven’t requested, I don’t want and I can’t reply to… Really?? 🤔 😳😳😳😳


  • Kath_P's avatar
    Kath_P
    Forum Team
    28 days ago

    Hi JohnAd150, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've been having issues with a few things. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks, 

  • Overpaying's avatar
    Overpaying
    Joining in
    28 days ago

    I've got exactly the same issue - VM cranked up my payments after my contract expired, and now I'm on the renewal page but I'm not with o2 any more for mobile, and I never use my landline so I want to see what the renewal options are. The renewal page doesn't allow me to amend any of this information, and the Live Chat feature doesn't wortk (from another chat, I see this is due to adblockers but I'm not compromising online security for this). My only option is to renew and keep the features I don't use. Any suggestions?

    • Kath_P's avatar
      Kath_P
      Forum Team
      28 days ago

      Hi Overpaying, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you're having an issue with amending your package. If you're unable to use the Live Chat, you can speak to the team by calling 150 / 0345 454 1111 and they'll be able to go through any offers available for you with the change in package. You can also reach out to them via WhatsApp on 07803089684. Replies aren't instant and can take a few hours but it allows you to get on with your day whilst waiting for a reply.

      Many thanks,