Virgin Media Customer Service Issues

I recently received an email from Virgin regarding my bill. However, when I tried to open it, I encountered an issue with my password. Despite my attempts to change it, the password was not accepted, and now my email is not functional. A persistent pop-up is requesting my server login details, with no success in making it disappear. I have tried re-entering my password to no avail, leaving me unsure about which password is correct. I am unable to find a contact number for assistance.

My internet connection, both wired and Wi-Fi, keeps dropping every 20 to 40 seconds, and reconnecting takes approximately 15 to 20 seconds. The problem started on Sunday, December 11th, and has been worsening. It's preventing me from connecting to work properly, causing my sessions to lock out. The broadband checker tool shows an issue in my area, but I haven't received any detailed updates beyond that. I've tried restarting the router multiple times and checked all the cables. When accessing my machine remotely using RDP from outside the network, I experience the same freezing and timeouts. I need confirmation that there's an ongoing issue and would appreciate knowing the current timeline for fixing it. This is crucial as I work in IT and need a stable connection to perform my job effectively.

Hello, my name is Aaron Woodhouse, and I am contacting you regarding my internet service and the package I have been consistently paying for. Since we upgraded to the new package, our internet performance has significantly declined. Despite expecting high-speed internet, we are experiencing the opposite, with laggy connections and dropped frames throughout the day. If this issue is not resolved promptly, I will have no choice but to seek alternative options. When I agreed to the contract, I was assured that if the internet speed falls below 8.0mb, I could terminate the contract without any penalties. The current situation frequently falls below this threshold, and it urgently requires attention. It is disheartening that despite the promises made by the provider, the actual service does not meet expectations. If this matter is not addressed promptly, I will escalate it to the trading standards authority. As a father of four, paying such a significant amount for inadequate service is unacceptable to me.

I have been trying to cancel my Virgin account that has been suspended for over 3 months, but despite my efforts, I continue to receive bills with extra charges. I followed the instructions on the website and joined a chat in December to request termination and inquire about returning the equipment. To my surprise, I was told to call instead, contradicting the website guidance. After numerous attempts, I finally reached the helpline and requested the cancellation of my account. However, I am still receiving messages with additional charges. The website's help section is not helpful and only leads me in circles without a clear resolution. I urgently need my account to be cancelled and the extra charges to be removed before I can settle the outstanding amount. As an employee of Virgin Atlantic, I am disappointed by the poor service and confusing website navigation. Please confirm the cancellation has been processed, or let me know what steps I still need to take to cease a contract that is already expired and suspended. Thank you. Best regards, C. Cheetham

I have been struggling to cancel my Virgin account, which has been in suspended service for over 3 months. Despite trying multiple times, I continue to receive bills with extra charges. In December, following the website's instructions, I contacted chat support to end my service and inquire about returning the equipment. However, I was told to call instead of following the online instructions. After many difficulties reaching the helpline, I finally managed to request the cancellation of my account. Despite this, I am still receiving messages with additional fees. The website's support is unhelpful, leaving me feeling stuck in a loop without clear answers. I am eager for my account to be swiftly cancelled and the extra charges removed. I cannot pay the outstanding amount until I receive confirmation that the cancellation has been processed. Working for Virgin Atlantic myself, I am disappointed in the service and website's lack of clarity and ease of use. Please provide verification of the cancellation, or guide me on how to end this already-expired and suspended contract promptly. Thank you. Regards, C. Cheetham

I have been trying to cancel my suspended Virgin account for over 3 months, but I keep receiving bills with extra charges. In December, I tried the chat option on the website to terminate my account and inquire about returning the equipment. To my surprise, I was told to call instead of following the website's instructions. After many attempts, I finally reached the helpline and requested to cancel my account. However, I am still getting messages with additional charges. The website's help section is confusing and leads me in circles without clear answers. I want my account to be cancelled immediately, and the extra charges removed. I won't pay the outstanding amount until I receive confirmation that it's been resolved. As a Virgin Atlantic employee, I am disappointed by the poor service and website navigation. Please confirm the cancellation, or let me know what else I need to do to end a contract that is already expired and suspended. Thank you. Claire C.

Good afternoon, I had to file a complaint today as my recent experience with your customer service department has been the worst I've ever had. I've been calling on behalf of my grandmother, who is 89 years old and lost her home in a fire on December 1, [redacted]. Despite informing all service providers to halt direct debits during the estimated 6-month rebuild, Virgin Media has been the least helpful and most difficult company to deal with. Initially promised a refund for December's payment due to the uninhabitable house, I was later informed that the refund was not possible, and a monthly fee of £5 would be charged to keep the account open, which was never mentioned before. After spending over an hour being passed between departments with poor customer service, I am now planning to leave the company, incurring additional charges. I am fed up with the runaround on the phone due to my full-time job and request all communications to be handled via email going forward. Kindly address the refund owed to my grandmother promptly. Thank you.

I recently ended my services with Virgin Media due to complications transferring them to my new address. Now, I'm awaiting the return of their equipment with a scheduled collection on Wednesday, 29th March. However, they did not provide a specific time for the pickup. I am located far away and will have to travel back to ensure I'm present for the return. Despite my efforts to obtain an email contact in the UK for better coordination, I faced challenges navigating a conversation with a representative who insisted on going through security questions. I hope to avoid any missed pickups and potential charges due to the lack of a specified timeframe for the collection.

Virgin Media recently invoiced me for their Wi-Fi equipment that I hadn't returned. Unfortunately, they didn't provide me with the necessary instructions or packaging for the return process. To my surprise, I was charged without any prior notification and the outstanding amount was transferred to a debt collection agency. Despite numerous attempts to get clarity by contacting both Virgin Media and the debt collectors, CARS, I still haven't received a clear explanation for the additional charges. It seems like the issue might be related to the equipment return, but the lack of communication and transparency from Virgin Media is frustrating, especially considering the subpar service I've experienced with them.

I recently received a notice from C.A.R.S., Jefferson Capital, regarding a debt that I was unfamiliar with. Upon contacting them, I learned that the debt stemmed from my previous account with Virgin Media (VM), which I had trouble closing during the pandemic lockdowns. Despite my efforts to reach VM via phone and email, I did not receive a response. Eventually, I resorted to both emailing and sending a letter to VM requesting the closure of my account. I have since explained this situation to Jefferson Capital. After conversing with Jefferson Capital, I revisited my old emails from that period and found a message from VM stating they would provide free packaging for me to return their router. However, I never received this packaging. I suspect that VM may have charged me for the router they failed to collect. Although I am currently in a different part of the U.K., I am willing to check for the router upon my return home if it is essential to VM.

After being contacted by CARS Debt Collection regarding a debt allegedly owed to Virgin Media from [redacted], I made several attempts to clarify the charges. Despite providing various personal details to Virgin Media Debt Collections, I was unable to verify my identity without specific old bank account information. This process has caused me significant distress, especially considering my ADHD diagnosis, which makes it challenging to deal with such situations. Unfortunately, the lack of support and resolution from Virgin Media has been frustrating. Additionally, I find it puzzling that I never received any prior email notifications regarding this debt.

I requested a straightforward transfer of service from my old address to my new one. However, it seems there have been complications. The technician who came to set up my services on the day of my move did not install the second box I requested, claiming he was informed I only had one box. I have always had two boxes during my time with Virgin Media. Now, I am being billed for the services at my old address and am being asked to pay more for the second box, which has not been provided. I am considering seeking legal advice on Monday as I believe Virgin Media is engaged in deceptive practices by overcharging me for services they are not delivering.

I have 2 accounts under my name: [redacted] and [redacted]. The first account is used at 24 Stewart Royd, Heckmondwike, and the second account is for my son at 1 St James Road, Huddersfield. Due to my son's mental health issues and relocation to a new address with no fixed abode, he is unable to keep up with the payments for his account. I reached out to Virgin Media a few weeks ago to cancel his account at 1 St James Road, and I'm seeking confirmation of the cancellation date. I noticed a disruption in my service yesterday, which has been intermittent today. Additionally, I have requested a returns box twice to send back the equipment, but I have not yet received it.

I have two accounts registered under my name: account number [redacted]1 in area 26, which is used at 24 Stewart Royd in Heckmondwike, and account number [redacted]05 in area 26, which is for my son at 1 St. James Road in Huddersfield. Due to my son's mental health issues, he is unable to keep up with payments to Virgin Media. He has moved from the aforementioned address and is currently not utilizing the service. I reached out to Virgin Media a few weeks ago to cancel his account, and I am seeking confirmation of the cancellation date, specifically for the account linked to 1 St. James Road. My service was disrupted yesterday, and I have experienced unreliable service today. Additionally, I am awaiting a returns box to send back the equipment; however, despite two requests, I have not received it yet.

On January 10th, I purchased the Ultimate Volt bundle with the promotion for a free LG TV, right before the offer ended. It's been 3 months, and there has been no update regarding the TV. I've come across negative feedback from others facing similar issues. I've contacted two Virgin Media Team members who assured me that I am eligible for the TV. My case number is [redacted]42. I am hopeful for a resolution. Best, Chris Harris

This is Peter. My partner, Fiona, paid £30 over the phone to a man named Michael for a new top-of-the-range contract phone. However, she was put on a higher priced contract. I contacted the man, returned the phone via postal service with tracking to his address. We are still waiting for the promised S21 phone at £8 monthly. It is concerning that people engage in such practices. I engaged with the postal service three times on the same day for the pickup. I suspect this is linked to Virgin Media/O2.

I recently discovered that Virgin Media installed a box in my property without my knowledge while no one was home. They need to address several issues: 1. Remove the box and wires installed illegally, restore the wall and floor to their original state without creating a mess, all in one visit. No need for just an inspection as photos won't resolve the problem. 2. I'm seeking compensation for the stress caused to myself and my family, work disruptions due to Wi-Fi issues, time spent resolving this, and the property damage. I insist on the wall being restored to its original color, not just filling the holes. It should blend seamlessly; I won't accept a visible patch. Virgin may need to repaint the whole property to match a 15-year-old paint color.

My partner's landline is not working. Her number is 01[redacted]75 and her postcode is ME12UA. Her name is Mrs. Hilary Goodridge. I have been trying to contact someone since 1:30 pm, and it is now 4:15 pm. The message remains the same, but I have been unable to speak to anyone. I am reaching out on her behalf as she is not able to do so herself. It is crucial to resolve this issue promptly as she is an elderly citizen living alone. I kindly ask for a response.

My landline has been dead for four days due to an outage in the WN3 5QN area. The forum tech mentioned they are working on resolving it but couldn't provide a timeline. Virgin Media's status page shows no issues in the area, but my neighbor is also experiencing the same problem. I need more details on this issue and require it to be fixed promptly. Without my landline, I can't reach customer service, and my only option is to cancel my phone package and switch providers. Being 89 years old, I've been with Virgin Media for a long time and never faced such a situation before.

I'm writing to address the ongoing issue with my Virgin email following last Monday's server crash. Despite being able to access emails via a browser, I remain unable to receive them through Microsoft Outlook, my primary method of email use. The recorded messages acknowledging the problem leave me frustrated, as it's been over a week without a resolution. The lack of concrete information from customer service is disappointing, with vague assurances that the problem is being investigated falling short. I seek clarity and a prompt solution to this matter, Virgin Media.