Virgin Media Customer Service Issues

I signed up for a sim only deal on March 22, [redacted], but discovered I had poor coverage in my area. After contacting the support team, they promptly canceled my account during the cooling off period. However, when checking my credit score, I was surprised to see "missing payments" linked to this account from the date of the sim order. Since the account was canceled during the cooling off period, these outstanding payments are incorrect.

Account number [redacted]02: On 15/11, I contacted you regarding my home phone voicemail issue. I spent 87 minutes on the phone, and I believe this extended duration indicates a problematic service. I noticed a charge of £14.98 which I find unacceptable considering the delay in resolving the problem. As a pensioner, managing the package cost is challenging enough without these additional charges. I have been a loyal customer for a long time, and I expect better treatment. Please remove this charge promptly, or I will consider terminating my service.

My father, who is nearly 94 years old, has been on a pay-as-you-go plan with Virgin for quite some time. Recently, he was notified about a system change where £2 would be deducted monthly from his top-up for texts and call time. However, after he topped up his phone with £10, it seems the new system did not recognize it, and now he is unable to use his phone at all. Despite his efforts to contact Virgin Media, the issue remains unresolved, causing him distress. He doesn't have internet access, so I'm reaching out on his behalf. He simply needs a basic phone for occasional texts and calls. I can provide his mobile number if necessary.

I placed an order for a mobile phone on December 28, [redacted]. Unfortunately, I have not received any communication from Virgin regarding the delivery. Upon contacting them today, I was informed that further checks are required. Despite being an existing customer with Virgin for telephone, broadband, and TV services, they insisted on conducting additional checks. Instead of providing information about my mobile order, they attempted to sell me an upgraded TV and broadband package. When I expressed my lack of interest in upgrading and simply wanted an update on my order, the representative was unable to assist. I requested to cancel the order, but I was informed that it could not be done.

My contract expired on 21/12/[redacted], and I have signed up for a new one. I received a confirmation email stating the engineers would come on 21st January, but then the installation team asked if I could have it on 30th or 31st December and offered a £50 credit, which I accepted. Unfortunately, they later said it wasn't possible. I called three times this morning but didn't get any useful information. They claim I haven't signed a new contract, but I have a confirmation email and the payment was taken. Customer service should be better; it's frustrating to wait so long and still not get help. Virgin Media's services are great, but their customer support is lacking.

I visited the Virgin Media store in Bristol city centre to cancel all my services, including the landline, several months ago. Despite this, I am still receiving bills. On December 2nd, I received an email with instructions to return the TiVo box. However, I have received bills on December 30th for £17.50 and today for £84. I want this matter resolved promptly as I do not owe any money. I want to clarify that I no longer have any services with Virgin Media, including a landline. I sent a registered letter about this in November.

I've spent 4 hours trying to set up the new TV box. I expected a call back but haven't received one after waiting one and a half hours. When I called to cancel, the advisor was patronizing and laughed when I requested to speak to a supervisor/manager. He wasn't helpful and I'm extremely frustrated. When I asked for the complaints protocol, he said he would log it. I asked for his name, and he only gave Chris without his surname. When I inquired about how many Chris's worked there, he replied quite a few and laughed again. I am beyond upset. I'm currently on the phone waiting for tech support. It's been 40 minutes now, and I've been dealing with this for 5 hours.

In January, Microsoft stopped working for me. I reached out to a tech support chat, and they suggested a simple fix, but they required an initial £5 payment. Being in our seventies, we were cautioned against going out to shop, so it was crucial to have access to online supermarkets for home delivery. After paying, I realized it was a scam as it wasn't Virgin-related and the issue wasn't resolved; it was through a service called Just Answer claiming to work with Virgin. Fortunately, they canceled the fix and refunded the £5 when I explained the misunderstanding. Virgin offered me a new package with gadget fix and a loyalty discount as my previous contract expired, but without being able to use Outlook, it's challenging to reach them effectively.

Dear Sir, We have an account under No. [redacted]08 at CF11 0SG. We have been out of the UK since November [redacted] and do not plan to return before December [redacted] or January [redacted]. Despite not using the service for 8 months, we have been continuing to pay for it. On May 20th, we requested to cancel the service, but we faced difficulties as they requested a password that was unavailable until today. After creating a new password, despite several hours of long-distance calls from Egypt, we were unsuccessful in obtaining support to cancel our service with Virgin Media. We kindly request that you cancel our service as we are unable to incur any further charges. Thank you, Anissa M. +[redacted]44

During the coronavirus crisis, I've made multiple attempts to contact Virgin Media regarding my broadband and TV contract. Waiting on hold for hours and submitting complaints online have not yielded any response. On 1/7/20, I finally spoke to agent Francis about my billing issues. I explained that my Netflix subscription was canceled, yet I was still charged, and my account details did not reflect my contract charges. Francis agreed to refund the £5.99 Netflix charge and update my contract charges, stating that my contract was ending soon with increased charges. After considering the options, I agreed to a revised 12-month contract, which was confirmed by email. Now, I've received an email stating my contract has ended with new higher charges, contrary to our agreement. Additionally, the Netflix refund has not been processed. I'm requesting Virgin Media contact me to resolve these issues as their email service is unavailable, and live chat is not operational. My VM contract reference is [redacted]02, area code 20.

I urgently need help setting up a camera to monitor a family member with night seizures. The camera alerts us to any incidents. Virgin installed a new router with both 5GHz and 2.4GHz. To connect the camera, I must disable the 5GHz temporarily and only use the 2.4GHz. I seek simple instructions from Virgin on: a) Temporarily disabling the 5GHz to connect the camera to my Virgin router using the 2.4GHz. b) Re-enabling the 2.4GHz after the camera setup is complete. Your prompt assistance is crucial for our family's safety. Appreciate Virgin's support. Thank you, Jane (F.)

I recently received a letter about getting a new SIM card and was advised to save my photos. However, I am having trouble finding out how to do this. When I contacted Customer Services, they mentioned that the information in the letter was incorrect and disconnected the call - twice. It's crucial for me to retain these photos as they include memories of my late father. Even though the staff mentioned the letter was wrong, I am worried about losing these irreplaceable photos. They informed me there is no Head Office to escalate my concerns and only provided the same customer service number I called earlier. I tried reaching them at 8:30 pm when their recorded message stated they are open until 10 pm, but the second representative assumed I wanted to leave the service instead of addressing my issue. I initially thought Virgin was looking to update the SIM, not that I wanted to switch providers. I am struggling to find relevant information on their website. Any assistance would be greatly appreciated as my father's memory holds immense sentimental value to me.

I recently ordered a broadband/WiFi self-install along with a SIM card from Virgin Media. When my router arrived, there was a rattle and the SIM card was missing. Despite following the installation instructions, the router has had connectivity issues, heating up excessively and losing internet connection intermittently. I tried troubleshooting on the website multiple times and attempted to seek help online, but only managed to lodge a complaint. When calling for assistance, I faced long wait times and unhelpful interactions. I am paying for a service I cannot fully utilize, as the promised SIM card was not sent, leading me to rely on costly mobile data. Additionally, I am perplexed by a £35 charge for a 'hub' on my bill, as no additional installation was required. I understand the current situation may cause delays, but the lack of support and unresolved issues are frustrating.

Account No. [redacted]01, Area Ref. 20 I am looking to make changes to my current package. I currently have the “Full House” Package with M200 Fibre Broadband and a “Talk Weekends” Phone Service. In my household, we have an old Tivo [redacted] Gb box and one New V6 Box. I would like to replace the old Tivo [redacted] Gb box with another New V6 Box, so we will have two New V6 Boxes. All necessary cables are in place, including Virgin Fibre Broadband, Ethernet Cat 8, and HDMI, as well as the old Tivo power cord. I am using a New Super Hub 3.0. Considering the current COVID-19 situation, I am willing to set this up myself if possible. Additionally, I would like to upgrade to the “Bigger+ Movies" bundle to include all Sky Cinema HD Channels. I would appreciate it if you could inform me of my new monthly charges and the fees for replacing the old Tivo 500Gb box with a New V6 Box. Thank you, Wilfred T. 43 Kensal Rise Mackworth Derby DE22 4DA Tel. [redacted]

Dear Customer Service, I, Hilary T., residing at 14 Canon St, Barry CF627RH, with Virgin account number [redacted]01 in Area 45, regularly try to cancel the free offers on my account. Unfortunately, when I attempt to update my email address to [redacted] for bill notifications, there isn't enough space to input it fully. I must resort to using my alternative email address, [redacted] Despite receiving my password by mail and confirming it's correct, I keep hearing it's wrong when contacting customer service. Can you clarify if the memorable word and password are the same? I was promised a text with a customer service link during my recent call, but I've yet to receive it. I'm becoming increasingly frustrated with these issues. Without resolution, I may have to consider canceling my entire account and direct debit payments. Thank you for your attention to this matter.

I have been trying to contact them because they informed me that within 10 days, my phone will be inoperative if I don't activate the new SIM they sent. However, they mistakenly sent the SIM to an old address I haven't lived at for five years despite me updating my address six months ago. Unfortunately, my phone couldn't recognize the new SIM, and even though I explained this through texts and emails, they sent another one. The agent advised using the old 4G SIM, which has been working fine. This phone is vital for an elderly and disabled individual who relies on it for emergencies. I'm frustrated by the poor service and wish they would contact me to resolve this issue promptly.

In mid-August, a person named Sarah Everton informed me that she was moving into my house and then proceeded to open a Virgin account at my address. Subsequently, she cancelled my Virgin Media services, leading to a two-week service disruption for my wife and me. Despite my numerous daily phone calls attempting to resolve the issue, I was consistently provided with misinformation and unmet promises of a solution within 24 to 72 hours. This situation has left me with several concerns: I am seeking compensation for the service denial, clarification on how someone could open an account without proper address verification, an explanation on how a stranger could cancel my account without verification, and compensation for the inconvenience, stress, and incompetence displayed by Virgin Media staff throughout this ordeal.

As a landlord with multiple properties in postcode BA2, I am disappointed with the lack of speed on my 6 Virgin Media accounts. Despite paying for 100MB speeds, the properties are only receiving 26MB or less. This is particularly concerning as my student tenants depend on reliable internet for their online learning. I have made various attempts to contact Virgin Media through different channels, but have not received any response. I urgently need Virgin Media to boost the power for the listed properties to ensure they receive the promised 100MB speeds. The affected properties are: 18 Vernon Terrace Bath BA2 3DA, 38 Southview Bath BA2 3RW, 83 Triangle North Bath BA2 3JB, 28 Millmead Bath BA2 3JP, 5 Highland Terrace Bath BA2 3RN, and 22 Livingstone Road Bath BA2 3PH. Your prompt attention to this matter is greatly appreciated.

As a loyal customer of 26 years, I recently spoke with John from Virgin regarding upgrading to a new Oomph package. The new package would enhance my broadband, include my newly purchased Apple iPhone (not yet connected to any provider), and reduce my monthly bill. I received the new Hub 3 last Wednesday, and John was supposed to contact me on Thursday evening at 7 pm to finalize the details, especially regarding the mobile phone contract. However, I did not receive the promised call, and no one from Virgin has reached out since. I've been trying to contact them unsuccessfully over the past few days. If Virgin doesn't reach out to me soon, I will have to explore other mobile providers like Sky. I hope someone from Virgin contacts me promptly.

Over a year ago, cable was installed in our street. However, when we tried to get connected, we were initially informed that service was not available in our area. After numerous exchanges, we provided a photo of the connection point near our wall. An engineer confirmed that we did have a connection point, but it had never been linked to a box across the street. We were assured it would be resolved in three to four weeks starting September 1st. Unfortunately, there has been no progress since then. After contacting a local Virgin staff member, I was given conflicting information about the construction work in our town. Despite being told initially that Virgin had ceased further construction, it was later stated that work had resumed. It is frustrating that new projects are underway while our original promise remains unfulfilled.