Virgin Media Customer Service Issues

I closed my account with Virgin Media on March 31, [redacted], and returned all equipment in four parcels, two on March 31 and two on April 8 via YODEL. However, I have yet to receive my refund. Despite numerous calls to the office, there has been no progress. After speaking with David, he mentioned that the parcels sent on April 8 were not received and advised me to contact YODEL. Following up with YODEL today revealed that the parcels were lost on April 15, and they suggested I inform Virgin Media. Speaking with Jackey from Virgin Media, she requested the receipt for the parcels. She preferred the receipt be sent through Alive Chat, which I have been unable to locate. It has been more than 32 days since I returned the equipment, and the refund is still pending.

I'm moving into a new flat on Monday, and my agency recommended Virgin for internet, as that's what all properties on the street have. I arranged for Virgin to be installed online and got a confirmation with a date. However, when I called to change the installation time to the afternoon, I was told that they couldn't service my area with Virgin. Despite the other flats having Virgin, they initially said it was not possible. After some discussion, they mentioned that if my flat was Flat A it couldn't be serviced because that flat already had Virgin installed. I later discovered that my flat is not Flat A, it's actually the one on the ground floor. I'm having trouble reaching Virgin to clarify this, and I'm concerned they may cancel my neighbor's Virgin service mistakenly. I plan to find another internet provider to avoid any issues.

I called to cancel my Virgin package on 5-4-[redacted], with the request for it to end by 6-5-[redacted] as per the 30 days notice period. However, it is still active, and I received a bill for £[redacted].52 for the billing period 18-5-[redacted] to 17-6-[redacted]. I also signed up for a new broadband package but have not received any confirmation yet. The person I spoke with was Sunval, and even a manager I spoke to last month about a better deal did not call me back as promised. I paid £[redacted] for a bill that came in due to this issue. Due to the poor customer service experience, I will not be paying for services I did not use. Mr. S. Cook, Account Number [redacted]05. Thank you.

Dear Sir, I am writing regarding my wife's recent issues with our M100 internet broadband. It has been consistently failing, and we experience continuous problems with the Wifi signal dropping out, making it extremely difficult to reconnect. I believe that the "VM SuperHub Router 3" is the root cause of the problem, and I am requesting a replacement with the newer VM 5 Hub for improved range and coverage, especially considering we reside in a 4-bedroom brick house where the current signal struggles to reach the downstairs due to a wooden floor. In case my request for a new router is unsuccessful, I kindly ask for assistance from an engineer to resolve the Wifi signal instability promptly. This is crucial for my wife, Brenda Bellamy, who is the primary account holder ([redacted]02) and has limited mobility due to a disability. Your prompt attention to this matter is greatly appreciated. Thank you, David T Bellamy (husband of Brenda Bellamy)

Hello, I am Linda Hobbs, and I am experiencing difficulties with my Virgin Media account. The direct debit payment was previously made from my late mother's bank account, which has since been frozen and closed following her passing in early March, about 6-8 weeks ago. Despite reaching out to Virgin Media after my landline and broadband were disconnected, I am unable to discuss the account as I do not have the password. Virgin Media mentioned I could make a payment over the phone but did not disclose the amount due, leaving me uncertain. I now find myself without broadband and phone service, even though I am the account holder. I am willing to make a payment, but I feel uneasy without knowing the precise amount. I seek guidance on how to proceed in this situation. Warm regards, Linda Hobbs

My initial invoice lists the broadband start date as 05/05/22. However, upon receiving the self-installation kit, I found the connecting cable did not fit my house's connector, resulting in the need to schedule a technician. The earliest appointment available was on 13/05/22, when the setup was completed. I have noticed I was billed £24 for the period from 05/05 to 17/05, even though I only had service from 13/05 onwards. It seems unreasonable to be charged for a full month when I only had service for five days.

On March 1st, when I relocated, I requested to transfer my services to the new address with an upgrade to gig1. I used to pay £55.35 for m500 fibre, intelligent Wi-Fi plus, and line rental, but now I'm being charged £72.58 as talk weekends were added without my consent. Additionally, there was a surprise £20 moving fee on my bill. Despite complaining officially, the response I received didn't resolve any of my concerns. I want the talk weekends removed and a credit for the erroneous charges, the gig1 fibre I requested, and the hub5 instead of the hub4 that was installed. I've experienced connectivity issues with the hub4 that were not present with the hub5. Due to my disabilities, making phone calls is challenging for me, and online chat support is not always available on their website, while emails take too long to get a proper resolution.

My daughter and son-in-law are currently in Portugal on holiday and are facing difficulties obtaining a code for their Virgin Media Mobiles. I understand this is a unique situation but I'm hoping there might be a solution. We have all the necessary family information that can be used for verification purposes. Is there a way for them to receive the code directly so they can contact us? Their names are Mr. and Mrs. T. Norton, and we are the parents of our daughter Helen Norton. Thank you. Signed, Mr. and Mrs. Richard Cox from Paignton, South Devon.

Despite my numerous attempts to cancel my account with Virgin Media by calling them multiple times, I continue to receive messages from the installation team regarding new equipment delivery. Despite explaining my situation and insistence on canceling, I was informed that the team had left for the day and I should call back at 8 am the next day. Frustratingly, despite multiple previous calls to cancel, I have been met with promises that were not kept. The response I received was to call again the next day, adding to my exasperation with the situation. The lack of follow-through on their promises is making it difficult for me to resolve this matter with Virgin Media promptly.

Our internet connection is unstable, which is hindering our ability to use it for our personal and professional needs. This issue is affecting our work-from-home situation and causing frustration. We are dissatisfied with the service considering the amount we pay each month. We kindly request to speak with a representative from Virgin Media to address this matter promptly.

On the 10th, I placed an order for Virgin Media internet for my new residence, with the hub scheduled for delivery on the 15th. Despite this, I have not received the hub or any communication from Virgin Media or Yodel, the delivery service they utilize. Can someone suggest the most effective means of contacting Virgin Media to address this issue? As I have not received the hub or my initial bill, I currently lack all the necessary information to set up a Virgin Media account.

I am experiencing difficulties logging into my account due to password and username issues. Despite numerous attempts to reset my password and verify my username, I keep getting looped back to the beginning. Phone support is unhelpful as they do not recognize my password. The provided troubleshooting links are ineffective since the site is frequently down. I have been struggling for about 3 hours now with no success. Virgin's recurring technical challenges are frustrating, especially since there was a rate increase without prior notice. I urge Virgin to simplify their support instructions, provide practical examples, enable direct communication with support staff, and I am contemplating canceling my contract if this basic concern remains unresolved.

Hello, I wanted to reach out for some assistance. Approximately one to two months ago, Virgin Media installed cables outside our residence. Following the completion of the installation, there remains a heap of cables and safety barriers in one of our parking spots behind the house, which the installation team overlooked. Given the scarcity of parking spaces in our area, these leftover materials are causing inconvenience as individuals maneuver their vehicles around them. I am seeking your help in coordinating the removal of these cables and safety barriers with the appropriate parties. The address needing attention is NE38 7RL, Henson Close, Glebe, Washington, Tyne & Wear. Any guidance or support you can provide on this matter would be greatly valued. Best regards, S. Logan

Hello! I'm Jitendra Bhatt, a long-time customer of Virgin Media. I had broadband, landline, and TV packages at my old address, 68 Marjorie Street, Leicester LE4 5GW. Recently, I moved to a new address where I still have broadband service, at 7 Springdale Road, Leicester LE4 8JU. I'd like to add a landline phone service and keep my old telephone number, 0[redacted]. If possible, please contact me at [redacted]6. I appreciate your help in restoring my old home telephone number. Thank you for your assistance. Jitendra Bhatt

I am frustrated with my recent interaction with Virgin Media's Customer Relations Team. After canceling my TV/Internet/landline Telephone bundle subscription on February 4, [redacted], a Resolution Team member acknowledged that the telephone aspect was not fully addressed as the number wasn't ported over. I canceled my Direct Debit and settled a final bill of £19.00 to clear the remaining balance. The Resolution Team instructed me to contact the Customer Relations Team at [redacted]1. After passing security checks, I was questioned about my last bill payment, causing confusion as the agent referred to the previous Direct Debit bill, not the recently settled £19.00 bill from June 1, [redacted]. Despite the mix-up, I'm being asked to start the process over without resolution. I feel trapped by Virgin Media's misleading practices and seek advice on how to proceed, especially as they do not seem to be affiliated with the Ombudsman.

Account Number: [redacted] Area Code: 22 Status: Disconnected Recently Issue: Disconnection due to unpaid bill, which I disagree with. Actions Taken: Contacted VM multiple times over the past month to resolve, but unable to reach a representative. Background: Customer since early VM days post NTL transition in [redacted]/[redacted]. Communicated frequently that I do not have TV or landline at home. Transitioned to 100mb broadband-only for £26 monthly after discussions with a senior representative. Facing recurring problem of being billed for services not needed at inflated prices by VM. Monthly income as a pensioner limited to £[redacted], cannot afford unnecessary TV and landline subscriptions. Seeking clarification from VM if they can accommodate my needs. Will consider switching providers if necessary. While VM broadband is excellent, affordability is key. Willing to explore other options if required. From, Khurshid Karimi Account Holder

I recently discovered that my father's Virgin credit card charged him a thousand pounds after he lost his card. Even after we canceled the card, most of the withdrawals were made. We have evidence in a statement from them. My parents felt they had no choice but to pay as they were distressed and felt treated unfairly. My father, at 75 years old, has become more forgetful and is being investigated. He relies on family support due to his hearing impairment. It's upsetting that they didn't feel understood when trying to explain the situation to customer service, especially since my mom was assisting my dad during the call.

I've just spent an hour on the phone trying to confirm the direct debit information remains the same and transfer Virgin ownership to my father. We're moving from 59 Valentine Crescent to 67 Valentine Crescent, and I am relocating elsewhere. My father is willing to take over the Virgin services as he currently handles the payments from his account and the email address used is his. All I need is to change the account name from Gavin Wills to Kevin Wills. After being transferred between departments multiple times and the call cutting off during the fourth transfer, I hope not to be charged on my mobile bill for this wasted hour. Virgin, please reach out to me and fix this situation promptly. I have an engineer scheduled for Weds 21st Sept to transfer services, so please do not change this. I simply need the name change from Gavin Wills to Kevin Wills. Thank you.

My TV malfunctioned on Friday, September 30th at 9:30 a.m. A message on the screen indicated a serious issue with my DVR and advised not to turn off the TV as it would be fixed within 3 hours. By 2:30 p.m., I called to report this again and was informed that an engineer needed to visit, scheduled for October 4th; however, no one showed up or contacted me. After reaching out, I was mistakenly told my service was cut due to an unpaid bill, which was actually paid but would take 24 hours to restore. Despite explaining the situation, I was assured an engineer would call within 24 hours. Requesting to speak to a manager, I was promised a callback in 2 hours, which never happened. Following up hours later, I was informed the earliest appointment available was on October 8th. Despite my efforts to escalate, I did not receive the service and consideration I expected. I am seeking immediate resolution and appropriate compensation for this inconvenience.

I attempted to contact Virgin Media but have had difficulties. Here is a summary of a situation involving my elderly relatives. An elderly couple in their eighties sought internet and phone services from a media company but were informed they also needed a TV package. Despite their minimal TV use, they were persuaded to choose a package with TV after being assured it wouldn't be expensive. They requested a specific representative as a point of contact, which the company agreed to note down in their system. However, later on, the sales team pressured them into a more costly TV package without consulting the representative. This caused financial strain as the couple solely relied on pensions. The representative was unaware until payments were missed, leading to threatening calls from the company. Due to the couple's hearing impairments, they struggle on phone calls and have faced continued demands for payment through text messages. This situation is concerning and seems unfair to target vulnerable individuals in this manner.