Virgin Media Customer Service Issues

I do not currently have an account with Virgin Media, but I keep receiving invoices addressed to my home. It seems like there might have been a mistake in the address provided - the invoices are for 11 St Peters Road, whereas I reside at 11A St Peters Road. This mix-up has caused an issue as I am unable to sign up for your services because the online form indicates that the address already has an existing account. I have been attempting to contact someone at Virgin Media but have been unsuccessful in getting through the automated system. Your assistance in resolving this matter would be greatly appreciated.

I encountered an issue with my bill. I have two mobile phones with your company, one belongs to me and the other to my son. We each pay separate bills. Unfortunately, I couldn't pay the full amount for my phone this month, leading to my service being disconnected, which I completely understand. Conversely, my son paid his bill in full, yet his service was also cut off. He is unhappy and consulted with a lawyer who indicated that this is not the correct procedure. He was informed that the service should not be terminated if there are no outstanding dues on his account, which is the case. We would also like to arrange separate direct debits from distinct accounts for each phone.

Hello, I've been experiencing a recurring issue for over 2 years - crackling noise on my line. Each time a technician comes, there's a temporary fix that only lasts a few months. On 21/5/18, a tech referred me for a cable repull, scheduled for 6/6/18, but nobody arrived. I rebooked for 23/6/18, but just found out it's been rescheduled to 6/7/18. Why the constant rescheduling without communicating with the customer? I've been a customer since [redacted], and I rely heavily on my landline due to health issues, being housebound, and having a partially sighted husband. Getting help seems to take a long time, and the overseas call centers make it hard to reach the right people. Can this urgent issue be addressed promptly, please?

I am facing an issue with reporting spam to Spamcop through my Virginmedia email account. My account was suspended, and I received letters accusing me of sending spam. When I try to send reports to Spamcop now, the emails are being blocked by Virginmedia, claiming they are spam. I have been using this service for over 12 years without problems until now. I want Virginmedia to stop interfering with my reports and accusing me of spamming. It's frustrating that Virginmedia does not have an email contact for customer concerns like mine. - D. Broatch

While I was overseas, I tried to contact my daughter after we got separated at Dubai airport. Unfortunately, the calls I made did not connect, and I only managed to reach her via message when I got on wifi. I recently received my bill from Virgin Media, showing four charges on the date and time I would have made those calls. I believe it is unfair to be charged for unsuccessful calls, especially since none of the numbers match my daughter's. When I contacted Virgin's billing service, they were dismissive, making the experience quite frustrating. I possess photos showing the calls I tried to place to my daughter, which coincide with the alleged minute-long calls listed on my bill. Trying to resolve this over the phone has not been effective, as my evidence was not considered. I am requesting a refund on those charges and am willing to provide screenshots of my bill, call log, and call history to support my case. Thank you.

I had a Virgin Media account with you over 5 years ago. There were numerous connection problems that were never resolved, leading to my next door neighbor being connected instead of me. I canceled my contract and switched to BT three years later. Despite no contact from you for over 5 years, I recently received a letter from a debt recovery agent demanding £[redacted], which I paid to avoid further action. I request a refund of the £[redacted]. [redacted] Kindest regards, J. Morton

I am disappointed and frustrated about losing access to the UKTV channels. The Gold channel, in particular, was a favorite of mine, and I have many programs recorded on my TiVo box. Another beloved channel, Really, also had recorded programs. UKTV channels account for the majority of my viewing, around 70-80%. I feel like I am paying for channels I don't watch much, especially since I am missing out on Gold. I have been using the same TiVo box since [redacted], and with the changes, I might lose all my recorded programs. While I appreciate the broadband speed, I am dissatisfied with paying for a TV subscription without having access to my favorite channels, especially Gold. The replacement channels do not appeal to me, as I prefer British comedy and sitcoms over American shows and would rather watch live TV than box sets. I have researched other providers, but I am currently staying due to the broadband service. I feel like I am paying for a package without being able to access the channels I enjoy.

When the UKTV channels were removed and the channels were rearranged, it affected functionality of my Virgin box. Despite extensive efforts speaking to different representatives in India, they advised a replacement box is necessary. My existing box was fully functional until the channel changes. I was informed a new box was delivered, but it wasn't received. Surprisingly, two Virgin boxes arrived without requiring a signature. Upon opening them, neither had the necessary handset. The issue worsened as there's been no access to webchat support for days and phone lines are unresponsive. Most distressing was receiving the packages addressed to my late wife, although the account was updated two years ago. Unfortunately, I couldn't get through the cancellation line. Seeking prompt assistance.

I called earlier about the channel loss issue and the lack of notification. I inquired about a better deal and was offered a one-time payment of £50. As a customer for over 20 years with Telewest and then Virgin Media, I was disappointed with the response. The representative was rude, and when requesting to speak to a manager, I was denied as they would convey the same message. The requirement of a 30-day notice to leave was frustrating considering the lack of loyalty shown to long-term customers like me. I am now exploring other options due to this experience.

I initiated the process for my Virgin Media Package on 31/05/[redacted] with an installation date set for 10/07/[redacted], requiring road work for installation. Unfortunately, on the scheduled installation date, I was informed that it couldn't proceed due to incomplete road work. Despite contacting Virgin, no progress has been made, and I am left without internet as TalkTalk services end on 01/08/[redacted]. TalkTalk offered an extension but necessitates a new contract. The delay of almost 9 weeks is causing frustration, especially given my daughter's reliance on the internet for her needs. I hope for a swift resolution to this issue.

I am a Virgin Media customer having trouble with my outdated Ntlworld settings in MS Outlook [redacted]. I can't find the POP Account settings to update from pop3.ntlworld.com to pop3.virginmedia.com. How can I resolve this issue? - Sue V. Update Sun 05 Aug - The situation has worsened as our desktop PC was damaged by online scammers on Fri 03 Aug. I will be reporting this to the fraud squad and now we need a new PC.

I switched to Virgin Mobile on June 26th and signed up for a monthly contract with a Sony Xperia L1. Unfortunately, I've been having numerous issues with my phone, such as calls going straight to voicemail, being unable to make calls, and not receiving calls. I contacted customer services before my holiday on July 11th to ensure roaming was activated, but when I tried to make calls from Majorca, I was unable to due to not informing them in advance. I also discovered I couldn't send or receive picture messages. Despite re-configuring and updating my phone multiple times, the problems persist. My bill came to £46 instead of the expected £16 due to my attempts to send picture messages. I reached out to customer services, but haven't received a solution yet. I'm unable to transfer my SIM card to my old phone and the nearest Virgin shop is an hour away in Norwich. I'm feeling frustrated and unsure of what to do next. Thank you for any assistance you can provide. Regards, Christine Watson.

I am experiencing constant issues with my WiFi connection. It keeps switching channels, causing buffering on all my devices like computers, phones, tablets, and smart TV. I've already reported this three times, but no action has been taken. I've had my appliances tested and they are fine, so the problem appears to be with the router. I've tried all the troubleshooting steps you recommended and your team has also attempted to resolve it from your end. I even had my iPhones inspected for any issues...

I am inquiring on behalf of my grandparents. Due to a misunderstanding about an increased charge, they decided to switch service and cancel their Virgin contract, despite being customers since [redacted]. They received their new service box but their home phone no longer works because Virgin has blocked their number. This has caused me much concern as it's their only form of contact. Virgin's actions are unacceptable as my grandparents rely on their phone for important matters like hospital appointments. The poor customer service and now the blocked number are frustrating. I hope their new service can assist in resolving this issue with Virgin. If not, changing their number would be a major inconvenience. Please explain why this happened and provide a prompt resolution. Thank you.

My son is on the verge of purchasing his first property. The street he is moving to has Virgin services available, but his specific house does not due to its conversion from an industrial to a residential property. Before finalizing the purchase, he contacted Virgin to inquire about getting the service installed. Virgin confirmed they could install it and scheduled appointments for September 17th and 22nd. However, today Virgin informed him that they are unable to proceed with the installation, possibly due to the cost of servicing a single property. Even though neighboring houses have Virgin access, Virgin refused his offer to cover the costs. This situation leaves him with a house that may not fully meet his needs as promised by Virgin. It is puzzling how Virgin could agree to install services, set up appointments, and then retract their commitment.

I have been trying to reach you since 24th July, spending a lot on calls and waiting for up to 30/35 minutes without any success in getting my phone line set up. This issue dates back to 7th July when I switched my services to Virgin, including phone, internet, and TV. I've contacted the sales rep who advised emailing Tom Mackridge, which I did on 31st July and 16th August. Despite leaving messages for a callback on my mobile, 07[redacted]93, no one has responded. There was a delay in signing the contract as it was sent to the wrong email address on 27th July. I am frustrated with the non-functional system and the recent charge of £[redacted]. I expect a resolution by Friday 24th at noon, or I will escalate this matter further. Helen H Goodyear

I recently canceled my Virgin Media service within the cancellation period. However, I noticed that two deposits of ten pounds each were deducted from my account instead of one. After speaking with a representative, I was assured that the extra deposit would be returned within five to seven days. It has been over two weeks, and I have yet to receive the refund. Contacting customer service has been challenging as I am often placed on hold listening to repetitive loud music. When I do get through, I am often redirected and unable to speak to a representative. I just want my entitled refund, and this experience has been frustrating. I am disappointed with the service and relieved that I canceled my Virgin Media subscription.

Subject: Disappointing Customer Service Experience I am reaching out regarding an issue I have encountered with your customer service. Over the last two days, I have spent a total of 6 hours on the phone with your team, facing rude and unhelpful staff members. My complaint revolves around the setup of my Virgin Media (VM) hub, which needs to connect to a previous tenant's avonline box instead of a VM white box. Despite being transferred between departments without much assistance, I have not received a clear solution on how to get my hub connected to the internet, which is essential for my university studies. Following multiple calls, where staff members struggled to locate my account details, and conflicting information about the status of the previous tenant's account, I am left frustrated. The final resolution provided was the closure of the old account on the 12th and a technician visit on the 13th, leaving me without broadband for an extended period, impacting our academic work as students. The level of service and misinformation received throughout this process has been incredibly disappointing and distressing. I am seeking a prompt and effective resolution to this connectivity issue to ensure that we can resume our studies without further disruptions.

I need to reschedule my installation time slot. I selected weekend dates because weekdays don't work for me, but the dates I wanted aren't available. Instead, I got booked for the 18th. When I click the link to change my date, I'm asked to register for my Virgin Media account. I input my surname, account number, and area reference number, but when I hit continue, it just reloads the registration page. Even when I try calling [redacted] as a Virgin Mobile customer, the automated system doesn't recognize my details. As a new customer, I don't have a Virgin Home number, and the system won't accept my account and area reference numbers. This seems like a major oversight in the system development stage, making it hard for me to change the installation date. This experience is my first impression of Virgin, and it's not a good one.

I am having trouble accessing my Virgin Media account as I forgot my password. After resetting the password, the security questions seem to be incorrect, preventing me from accessing my account. I need to log in to purchase a new service. When trying to contact customer service via phone, I was unable to speak to a human as there were no suitable options on the recorded service. Despite the complaints procedure stating that customers can speak to someone, I found this to be untrue. The account access seems to be broken, and I would appreciate assistance in resolving this issue.