Virgin Media Customer Service Issues

I'm experiencing issues with my broadband connection. I am unable to provide an account number as my landlord is currently on holiday. However, I do have the full name of the account holder and the box that came with the router. I've already attempted various solutions, but the arrows on the router are still flashing and both the VM IP addresses are not functioning, both before and after restarting. I rely on my internet for work, so this problem is crucial to resolve. I'm unable to contact customer service without the account number. Any assistance would be much appreciated. Thank you. -Angela

We received a notification that our telephone line needed replacement on 30th April due to being unserviceable. Team arrived that day and suggested a VoIP connection might be best, rescheduling for today (10th May) between 08:00 and 13:00. A van arrived at 12:55, assessed the outside connection, then left without fixing anything. Phone service is still unreliable with no clear explanation. Feeling extremely frustrated and considering leaving Virgin if not resolved promptly.

I am reaching out for my father, Trevor Thomas. Tomorrow, Virgin is scheduled to install a new landline for him. However, my mother's illness requires us to postpone this installation to ensure we keep the current Talk Talk line for communication with the doctor. Talk Talk has indicated they require your authorization to maintain the service beyond tomorrow. I urgently need someone to contact me to help resolve this matter. The agreement number is [redacted]. Thank you.

I recently became a customer and had my services connected yesterday through an agent at Eastham. I was assured that I would receive Asian channels like Hindi as part of my package, which was important to me. Unfortunately, after the installation, I only found B4U Music and not the promised Hindi channels like Star, Zee, and Sony. When I reached out to customer service for help, they directed me back to the agent who sold me the package. However, when I tried to find him, I learned that he was unavailable due to a family emergency involving his baby's hospitalization. I am left without the channels I was promised and unsure of when this issue will be resolved. I hope for a prompt resolution from Virgin, as this situation has been quite frustrating. Thank you for your assistance. Best regards, Uttam Kumar Kundu

I have been a loyal customer for over 5 years. I recently moved to a new address and had a package installed for $62.00 a month. However, I have been trying to switch to an internet-only package as I do not use the home phone or watch the included channels. Despite making numerous calls to customer service, my package has not been changed correctly. Each month my services are reduced, and I have been unable to reach a resolution. For the past two weeks, I have been trying to contact customer service daily but have been stuck on hold without any response. I am very frustrated with this situation and urgently need it to be resolved today.

I recently received my Virgin Media package and attempted to self-install it following the sales representative's instructions. Unfortunately, I discovered there was no available plug socket near the designated spot on the wall, causing me to relocate a wire which led to the Virgin Media box falling off. I am seeking a new box properly installed where I can access it and assistance with connecting and activating my Virgin Media services. My phone call to address these issues resulted in difficulty communicating with a representative who eventually disconnected the call after leaving me on hold for 15 minutes without resolving my concerns.

In May, I signed up with Virgin Media after being convinced by the sales team that their services were cheaper and better than my previous provider, Sky. I agreed to a package that included TV, broadband, and phone services for £65 per month with free calls to UK landlines and mobiles. However, my first bill was for £[redacted], well above the agreed amount. Despite facing difficulties getting through to customer service, I made a complaint, and after being promised a credit and a correction to my package, the next bill was still incorrect at £93 without the promised credit. Disappointed, I reached out again only to be told that no action had been taken and that it was my responsibility to check my contract. Feeling misled and continuously overcharged, I have requested to cancel my contract and receive a refund.

I am reaching out to report a fault with my neighbor's Virgin telephone. The number in question is 01[redacted]71. I kindly request confirmation that this message has been received. Since my neighbor is an elderly customer, I am acting on her behalf due to her inability to contact you directly. She relies on her phone and it is crucial for her to have it working. I am frustrated by the inability to speak to a person over the phone to report and explain the situation. Despite numerous attempts, I have not been able to find a way to report issues on someone else's behalf.

I understand that my services are suspended due to an overdue bill. Unfortunately, I have been facing significant financial difficulties with my benefit payments being incorrectly stopped, leaving me with limited funds for the past two weeks. I expect to resume payments on 05/09/19 and settle my bill then. It would be greatly appreciated if you could reinstate my services until that time as my son, who is 3 years old and has severe disabilities, relies heavily on the internet for essential supplies and communication with his caregivers, nurses, consultants, and hospice. I am committed to resolving the outstanding bill as soon as possible, as I truly depend on internet services for my son's well-being and care. Your assistance would be invaluable during this challenging period. Thank you for your understanding.

For over two years now, I was guaranteed my own line installation after they were unable to connect me directly and mentioned they would do it through a neighboring property. Despite my numerous calls, nothing has been accomplished, and I've accumulated a hefty phone bill due to their outdated pay-per-minute line system. Despite explaining my workplace limitations due to GDPR regulations, I missed their promised callback. An attempt was made to install the line, but it was halted due to "Concrete in the ground." I was assured of receiving further information about the next steps via call, text, or email, but it's been over two weeks, and I have heard nothing. Each time I reach out on social media, they redirect me to use the web chat service, yet the initiation button is always missing. I am adamant about not spending more money to communicate with them and demand prompt resolution, as I am prepared to terminate my services at any moment since I am not under contract with them. I have even contemplated seeking legal advice from my solicitors and involving trading standards due to this ongoing issue.

I bought a Kia Seltos car on September 12, [redacted]. I've been experiencing an issue with noise coming from the front right wheel when applying brakes since the day of delivery. Additionally, the brakes are becoming loose, and the front tires are wearing out quickly. Despite multiple visits to the service center, I have not received a solution for these ongoing problems yet.

A few months ago, I called Virgin Media to request changing my direct debit date to the 2nd of every month to align with my pay schedule. Unfortunately, this change was not implemented, resulting in attempted deductions at inconvenient times. On September 18th, I made a £37 payment towards my bill, yet subsequent payment attempts on the following Thursday and October 2nd were unsuccessful, leaving me owing £89. I contacted Virgin Media last Thursday to address this issue but was asked to wait for a password letter, which I received today. However, I was surprised to find out that my direct debit was canceled and that I now owe £89. I am unable to make this payment in full and believe it is unjust to be charged when payment attempts were missed twice despite being scheduled.

As a new customer, the credit check I used my friend as a guarantor for is in his name while being paid from my bank account. My first bill should be £36, but it increased to £[redacted]. I am disappointed with the customer service. Despite requesting a manager callbacks, none was received. I am currently on hold for 20 minutes waiting to speak with a manager. The merging of my account with my guarantor's name needs to be resolved promptly. Mr. David Taylor is my guarantor, having a Virgin account already. My name is Miss Clare McAloon, residing at [redacted] Mallard Crescent, G75 8UQ. I refuse the £[redacted] charge and find the £20 fee to change names unacceptable. Urgent assistance is needed as this situation is negatively affecting my mental health. Unfortunately, the call was disconnected after a long wait.

As a long-time loyal customer, I am extremely disappointed with the poor service provided by Virgin Media. On November 2nd to 4th, I experienced a complete lack of landline phone service. Contacting customer service from my O2 mobile cost me over £5 and took more than 25 minutes, dealing with a representative in India. Despite my complaint on November 6th, I was only offered a £1.80 credit for the two-day service outage and no compensation for the use of my mobile. Despite paying £90 per month to Virgin, I am witnessing a decline in customer service quality along with rising prices. Unfortunately, as a 68-year-old customer, I struggle to understand offshore representatives due to hearing issues. I regret to say that Virgin Media no longer meets my expectations as a customer. I am now actively seeking a new provider with solely UK call centers and exceptional customer service. If responding, my Virgin Media Account Number is [redacted]. - George H.

My dad, residing at the address provided, is experiencing difficulty with his TV. Upon turning it on, the screen only displays 'starting up,' preventing him from accessing anything else. Despite multiple attempts of turning it on and off, the issue persists. My brother attempted to contact you on his behalf, but the automated system required a pin number my dad does not have. Additionally, we cannot access his account since he does not use the internet or sign in regularly.

Dear Siri, I am contacting you urgently regarding my Virgin contract, which I had until June [redacted]. I paid approximately £25 for my services, but I have been unable to access my account. I recently discovered that my contract has increased from £25 to £36 to £42, which I cannot afford as this was not what I agreed to with customer services. I only require the basic services and do not want any channels other than BBC, ITV, etc. Due to being on pension credits, I am unable to pay the higher amount. I have been a loyal customer of Virgin for over twenty years and also use Virgin online services. I have been incorrectly billed for four months and I only watch terrestrial TV. I have tried to resolve this with customer service multiple times to no avail and I am struggling to find a UK contact number. The stress of this situation is overwhelming for me as a pensioner living on less than £[redacted] a week. Please advise on what steps I can take to address this urgently. Thank you, Pauline M.

I subscribed to Virgin Media's [redacted] Mbps plan in September for £35 per month expecting a minimum of [redacted] Mbps. However, the actual speeds have consistently been below the guaranteed amount, averaging in the 200s with peaks around 70 Mbps, most often under 50 Mbps. Dissatisfied with this, I wish to request a refund for the service not meeting the agreed-upon speeds, terminate the contract, and receive compensation for the unnecessary hub. I have tested speeds below 5 Mbps, which is unacceptable compared to my previous provider, BT, who consistently provided the promised 50 Mbps. Consequently, I plan to switch back to BT as they delivered on their promises and charged accordingly. I seek resolution from Virgin Media for the unmet service levels and for the equipment I no longer require.

Today, at 12:41, I received a call from [redacted]9, which seems to be from Virgin Media Operations. Unfortunately, the call disconnected as soon as I answered, and when I called back the call center was noisy and difficult to understand due to the accents and background noise. They couldn't provide me with any information about the call, so I tried using the live chat on the Virgin Media website. Initially, I struggled to find the chat option and finally located it on the movers page, only to be redirected to the accounts and billing page where I still couldn't find it. I would appreciate clarity on why I was called, more helpful service from the call center, and an easier way to access the live chat feature on the website. It's frustrating not to receive prompt and clear responses.

Account Number: [redacted]02 Today, on November 29th, I contacted to inform you that I will be ending my service with a one-month notice. After 30 minutes on hold, I was redirected to the wrong department by the time someone finally picked up. I have been a loyal Virgin Media customer for 4 years but no longer need your services. I am currently on hold for another 20 minutes waiting for assistance. I will not be contacting you again nor will I be paying any additional disconnection fees. The next steps are in your hands, and I expect to hear from you, ideally with an apology. I feel that your company's strategy is to make it difficult for customers to cancel. Regards, L. Gladwin.

Hi, I have recently received a new contract and I am unsure how to sign it so it shows as 'signed' on my myvirginmedia account. Shaun Santinei assured me in writing on 13 August [redacted] that both installation and activation fees would be waived and that the deal would include a V6 box with Big TV. However, I see activation fees listed in the contract and the V6 box is not mentioned. Is Big TV the Big Oomph bundle? I had to cancel a hospital appointment on 10 December [redacted] for your installation engineers and have been placed on a lengthy hospital waiting list again. I hope you will not miss the appointment like before. I have filed a complaint with the ombudsman last week due to the three-month delay in switching to Virgin Media, including failed installation dates on 3 September [redacted] and 8 November [redacted].