Virgin Media Customer Service Issues

Hello, I wanted to share my recent experience with getting Virgin Broadband installed. Today, the engineer set up the Wi-Fi, but couldn't connect the TV because of a missing BOX. I was promised another visit for that. Shortly after, a brochure arrived offering a broadband and TV bundle for £33, cheaper than what I had just ordered at £27. I contacted Michelle in sales to switch to the better deal, but it wasn't processed. Now I've been informed that if I want the combined package, it will cost over £40. I feel let down and misinformed, which is disappointing. I'm considering canceling and reordering to get the better price. This experience has left me feeling cheated and frustrated. Thank you for listening. David.

Hello. In February, my ex mentioned she had switched the account to her name, which I recently discovered was untrue. She has also altered the account's packages without my consent. I find this unacceptable and concerning. I have sought legal guidance regarding this matter. Although I am willing to transfer the account to her, I believe she may not pass the credit check. The lack of response and professionalism from your team is disappointing. I have made numerous attempts to contact you without success. I have been advised that her actions regarding package changes could be considered fraudulent since the account is under my name. I am dissatisfied with the service and the lack of attention to this issue. I hope we can resolve this promptly.

My brother recharged his pay-as-you-go phone in July for emergencies. Recently, when he tried to use it, it didn't work. Since he doesn't have a computer, he asked for my help. Unable to find assistance online, I called customer service and eventually spoke to someone. After explaining the issue, they sent me a new SIM card, which I received two weeks ago. Despite following the instructions, the phone still doesn't work. His phone is old, so he might need to buy a new one, which isn't feasible right now. Can he get a refund for the top-up amount? His phone number is [redacted]50. I can be reached at [redacted] Please advise if a refund is possible. Thank you. Kind regards, Elaine G.

I have already informed BT about canceling my service with a one-month notice. I am unsure if I still need a PAC number to retain my landline number. When I asked Virgin to transfer the landline, they were uninterested and told me to tell the vendor to handle the transfer. BT later mentioned the vendor needed to contact BT/Rename. Although I didn't pursue this the second time, as the vendor was unresponsive, I attempted to check the site mentioned and found it did not exist. Is there anything Virgin Media needs to do to ensure I keep my landline number?

Following our recent relocation to Beckenham, we've encountered ongoing issues with the installation process provided by Virgin. Despite two prior visits to address cabling problems on 28th October and 9th November, we faced further complications. On 11th November, our temporary connection was unexpectedly terminated, resulting in the interruption of our TV service, landline, and a complete lack of functioning broadband. To compound matters, upon our attempts to address these issues, we discovered our Virgin account had been inexplicably closed, rendering online complaints unfeasible. Spending in excess of 2 hours across three phone calls in pursuit of resolution, our sole request is for a definitive completion date for our services. Additionally, we seek clarification regarding the abrupt disconnection, as well as the closure of our account. Notably, we received an offer of £5 per day for delays, yet the duration of this compensation remains undisclosed. Thank you.

My grandparents recently canceled a Virgin Mobile phone contract promptly, but have since faced troubles with receiving threatening letters from debt collectors regarding the cancelled contract. As my grandfather is deaf and my grandmother is unwell, they have struggled to resolve the issue over the phone with Virgin due to long wait times and communication challenges. In light of their situation, I am seeking an email address for Virgin's complaints department, as this would facilitate communication for my grandfather. Any assistance with this would be greatly appreciated. Thank you.

Hello, my name is Alan Giff. I have been trying to contact Virgin Media for weeks but without success. I have multiple issues with my account. My current email for billing is inaccessible, and I would like to update it to [redacted] I have also struggled with my password, my mother's maiden name, and my date of birth on the account. My previous email was [redacted] I believe I need Wi-Fi boosters in my home as the new hub provided by Virgin Media still gives me poor coverage. As a community nurse, I rely on a stable internet connection to communicate with patients, colleagues, and managers. Please reach out to me to address these concerns. Thank you, Alan Giff.

After my mobile tariff ended, I reached out to Virgin to obtain a PAC code for switching providers. However, I encountered difficulties logging into my account. Upon contacting Virgin, I was informed that there was a flag on my account, which they assured me would be removed within 3-5 days. Unfortunately, the flag remained even after the specified time period. Despite multiple follow-ups with Virgin, the issue persists till today. Additionally, I have been unable to access my account for weeks, making it impossible to view my bills. The lack of resolution and ongoing inconvenience are highly disappointing.

I received a recorded message from a bot informing me that my internet service would be disrupted for the next 24 hours due to multiple attacks compromising my IP address. I am unsure if this is legitimate or a scam, as I was prompted to press buttons during the call. I disconnected the call. Considering the recent service disruptions over the weekend, I am concerned about facing another outage during this weekend. Thank you.

Hello, I purchased a Samsung 41 for my daughter last week. My phone is working fine, but my daughter's phone isn't charging. I'm not sure if it's because of the phone or the old number I provided from her previous stolen phone. Her old number was [redacted]8 and her new number is still [redacted]8. My account number for reference is 300979iii2. Could you please provide instructions on how to fix this issue or advise on returning the phone? Thank you. Regards, Mrs. Joyce Dobson.

I recently moved into a property that had Virgin network access. Upon trying to get internet through BT, it took 3 weeks to arrange for Openreach due to needing a new phone line for emergency purposes at night. Despite rewiring and efforts to install a new cable in August, the issue persisted. Eventually, I decided to go back to Virgin and explained my physical limitations to the sales team. They were understanding and scheduled an engineer accordingly. However, I suspect that the previous Openreach technician may have caused damage to the wiring as I still have no phone or internet connection. I am unable to call for support as my current provider insists I upgrade to a larger package. I plan to return to Virgin in January, but I would appreciate assistance in the meantime. Could you please send an installer to help resolve this issue? Thank you for your attention to this matter. Best, J.E. Smith 5 Mead House Woodcommon Hatfield AL100UP

I had discussions with two representatives at Virgin today. First was Mr. Mark. I attempted to resolve an issue with him, but he was condescending and unhelpful, insisting on payment before assisting. Despite being a customer for over 4 years, my account setup consistently causes a disconnection a week before my payday, requiring me to request a 7-day extension and then pay in full. I have managed my payments diligently and encountered ongoing Internet speed problems for years, impacting my professional online gaming. Repeated disruptions resulted in a mere £3.50 compensation when addressed. Currently, I owe Virgin £34, which I am willing to pay, but I refuse to pay an £8 late fee. I proposed settling my account when I'm paid next week, seeking the usual 7-day extension. Unfortunately, Mr. Mark was unsympathetic to my status as a vulnerable adult with disabilities, self-isolating during the challenging times of COVID-19. After requesting a manager, who surprisingly claimed to be one, I insisted on logging a complaint and obtaining the call recording. Subsequently, I engaged with another representative whose name escapes me. Describing my predicament, including a pending week without Internet while being expected to pay and facing a late fee, he empathized and promised an extension, assuring a follow-up within 72 hours. Following this interaction, my Internet service was restored momentarily in the afternoon, but it has now cut off again at 23:10.

I would like to raise a complaint regarding my broadband service. The issue arose on 16/11/[redacted]. To provide more insight, the connection for m350 has been unreliable, and there have been frequent disconnections with speeds below what was promised in the contract. This problem started on November 16th and has not improved despite contacting customer services and technical support multiple times. I am thoroughly disappointed with the service. I believe I am entitled to cancel my contract without incurring an early disconnection fee as per the Consumer Rights Act [redacted] and Virgin's automatic compensation policy due to not receiving the advertised service. The speeds have consistently been below average, ranging from 11mps to 17mps, even during off-peak hours and in close proximity to the hub. The service is supposed to support up to 10 devices, but the issues persist. These problems have not been resolved, affecting my work and my children's ability to participate in online meetings and schoolwork. Despite multiple attempts, no engineer has been sent to rectify the situation. I had to resort to using my mobile data to make this complaint as the Virgin WiFi is currently unavailable. This has been ongoing since I purchased the package. To address this matter, I am requesting an early disconnection without any fees due to the unsatisfactory service since the initiation of the m350 contract on November 16th.

I am filing a complaint regarding my broadband service issue that began on 16/11/[redacted]. The connection for m350 has been unreliable with frequent disconnections and speeds below the contracted average. Despite numerous attempts through phone and live chat with customer service and technical support, my issues remain unresolved. I am disappointed with the service quality and wish to utilize the Consumer Rights Act [redacted] and Virgin's automatic compensation policy to terminate my contract without an early disconnection fee. The speeds have consistently been below average at 11mps and 17mps, even during off-peak hours near the hub. The service claims support for up to 10 devices, which has not been the case in reality. These ongoing problems have not improved, impacting my work and my children's remote meetings. Despite requesting assistance, an engineer has not been dispatched after more than 3 days. I had to resort to using mobile data to lodge this complaint due to the lack of Wi-Fi from Virgin. I am seeking a free early disconnection to address this issue promptly.

Dear Virgin Media, I am writing to report an issue with my broadband service. On 16/11/[redacted], my m350 connection has been unreliable, with frequent disconnections and below-average speeds compared to what was promised in the contract. Despite reaching out multiple times via phone and live chat to both customer service and technical support teams, the problems have not been resolved, and I am extremely disappointed. I believe I am within my rights, as per the Consumer Rights Act [redacted] and Virgin's automatic compensation policy, to cancel my contract without incurring an early disconnection fee. The speeds have consistently been lower than the expected average, ranging at 11mps and 17mps even during off-peak hours and near the hub. This persistent issue has affected my work and my children's remote learning due to the lack of a stable internet connection. Despite waiting for an engineer for more than three days, my problem remains unresolved, forcing me to resort to using my mobile data to lodge this complaint. I kindly request an early disconnection from the contract without any associated fees due to the continuous poor service experienced since the beginning of my m350 subscription on 16th November. Thank you.

My name is Rudo Chidaushe, and I have both a broadband and mobile account with Virgin Media. I requested internet extensions for my son's room on 11/11/20, as the current connection does not reach him. We agreed that the extensions would be sent by the following Friday or Saturday, but I have yet to receive them. I am being charged for a service I am not yet using. Please send the extensions to me as soon as possible. My address is [redacted] Livingstone Road, Gillingham, Kent, ME7 2EL.

Our home phone was not working, and as we are on a priority list, the engineer recommended installing a box for backup in case of power outages. However, when he called to arrange it, we were informed that our phone bundle is too old for the upgrade. We were advised to contact customer service, but this would incur extra costs. We are in our 70s, and I, Michael, have dementia and several health issues, so having a working phone is essential for us. We have been loyal customers since the beginning in this area. It feels unfair that new customers receive better service while we, who still support the company, are neglected. We hope for assistance. Kind regards.

I contacted Virgin Media on December 11th because my TV box wasn't recording. After speaking with the faults team and agreeing on a replacement box, I was instructed to stay home on December 15th and 16th to receive and set up the new box while returning the old one. Despite this, my recent two-hour phone call to Virgin resulted in speaking to two agents who had no record of my conversation with the faults team. They seemed confused about the replacement box request and transferred me to unanswered lines.

I signed a agreement for a simcard with Virgin Media. The paperwork states a 14-day cancellation period. The simcard I received did not work with my phone. Despite spending hours online and on the phone, the issue remains unresolved. I opted to close the account after only 6 days and have canceled the direct debit. Throughout this time, my mobile phone has been inoperative. I'm puzzled as to why Virgin Media is requesting a £40 disconnection fee for a mobile line that was never connected.

Since at least December 11th, I have been unable to make or receive calls on my mobile number ending in [redacted]. This issue arose when my new phone was delivered to the incorrect address, resulting in the deactivation of my sim card. Despite spending numerous hours on the phone trying to resolve this matter, I have not made any significant progress. As a long-time customer who has used your services since the beginning, I am utterly disappointed with how I was treated in relation to the incorrect delivery, which was upsetting and has taken a toll on my health. Last Wednesday, I spoke with A. Nicole who promised that I would be reconnected within 3 - 5 working days, but I have not received any updates since then. I am unable to reorder a new phone until this issue is resolved, and this entire experience has been incredibly distressing for me, especially considering my age and health issues.