Virgin Media Customer Service Issues

My Virgin TV box keeps overheating every time it is in use. I am required to turn it off every night and can only operate it for about 3 hours before the internal fan starts running to cool it down. To prevent overheating, we even have to position a tower fan towards the box. The box has not been relocated from where the engineer placed it during installation. Initially, we suspected the high outdoor temperatures were causing the issue, but that doesn't seem to be the case. I attempted to seek assistance through the app's 'Help' sections, but have been unsuccessful as I keep getting redirected in loops. I am in need of assistance with this problem.

I've been attempting to reschedule my installation date with Virgin Media. According to the online guide, this should be possible by accessing the front page after logging into my account, as long as it's done more than 24 hours before the original appointment. However, I've been facing login issues for the past two days. Despite verifying my email multiple times and having created a password, I was repeatedly prompted to do so. After several attempts, I finally managed to use my previous credentials to log in. Although I can now access my account, I'm unable to locate the option to reschedule the installation. I'm eager to know if rescheduling is feasible and how soon it can be done if I confirm it. I'm trying to sort this out while at work but can't make lengthy phone calls at the moment.

Yesterday, I called the telephone services about my home phone not working. The issue is that I cannot connect the new adapter to the hub because the hub is in the bedroom, and the phone socket is in the front of the house. The person I spoke with took all my details and mentioned that a technician would visit my address to fix new cables to resolve the problem. However, I have not received any confirmation of the appointment via email or text. I kindly request assistance as I am an elderly person with disabilities and require the landline for emergencies, especially because we have an alarm that depends on the landline.

Subject: Query regarding New Contract Dear Team, I hope this email finds you well. I recently agreed to a new contract over the phone, combining 1Gb fibre, multi TV channels, Netflix, and an O2 SIM card. I have a couple of questions before finalizing my decision. Regarding the fiber installation, our current set-up is not ideal as the connection enters the property upstairs. Can the cable be redirected to enter downstairs where the phone is located? Furthermore, I would like to know if the O2 SIM card is optional or necessary for the package. Can we proceed with just the broadband and TV offer? Lastly, I am inquiring about the duration of the new discount. Does the 18-month discount period start from now or from when my current discounted package ends in December? I appreciate your assistance in clarifying these matters. Thank you for your attention to this email. Best regards, Initials

The green exchange box in my area has been broken for over six weeks now. Despite the team coming out to put barriers around it, local children have been playing with them, making the area unsafe. The barriers are now scattered around, creating numerous trip and fall hazards. I've tried reaching out to BT multiple times, but they claim it's a Virgin-owned box. The box is in two parts, exposing telephone wires to the rain, which poses an electrocution risk and could also lead to customers being cut off.

I have been attempting to get assistance with my non-working Virgin Media landline for over two weeks now. Each phone call to the call center involves at least 45 minutes of standard questions and then results in no resolution. This has been incredibly frustrating. Is there a complaints address or a way to speak to engineers directly? After spending over four hours on the fourth or fifth call, an agent mentioned that they had disconnected my line without prior notice because they were transitioning to a Wi-Fi service, insisting that I switch to a Virgin Media service to reconnect. I am hesitant to do this because I am already using BT broadband, and neighbors on our street have also expressed their dissatisfaction with Virgin Media's reliability.

I recently discussed adding extras to my Virgin Media contract, but Sport was included, which I did not request. The Maxit TV package has been removed. My contract summary is [redacted]27. Additionally, Netflix Standard was added. I would like to cancel this contract and return to my original plan of £91.00 per month. I believe there was misinformation provided. I am eager to receive a prompt response. - Mrs. Vanessa H. - 7 Orford Close, Christchurch BH23 2TF

On August 19, [redacted], the engineer from Virgin Broadband connected my service, which only lasted for 2 hours. After calling for another engineer and waiting for 4 days, the service was fixed and worked for the rest of the day. The next day, there was no broadband, and despite multiple calls to Virgin Customer Services, I struggled to understand the representatives due to different dialects. I faced difficulties during calls, with both parties becoming frustrated. Despite cancelling within the "COOLING OFF PERIOD," I was charged for connection and received two bills totaling £60. Virgin did not acknowledge my cancellation or respond to my emails, adding to the frustration. I canceled the direct debit, emailed them three times, and received no response except for more bills and feedback requests. I'm now in the process of switching to another broadband provider due to the unresolved issues. As an 82-year-old, I find modern technology challenging, and I hope to get this matter sorted out soon. - Annie

Dear Sir or Madam, I am expecting a delivery on Monday, October 9, [redacted]. Since no one will be home and the gate at my residence remains closed, I am unsure if the delivery will be made at home or through Collect Plus. I would like to provide my work address for the delivery: Mrs. Zoubeida Boukoura Brook House Primary School [redacted] High Road Tottenham London N17 8EY Thank you. Kind regards, Mrs. Zoubeida Boukoura Equipment Order Ref: [redacted]6

Hello, I was a Virgin broadband and TV customer, but I terminated my services in November [redacted]. I am thinking about rejoining your services starting in December [redacted], depending on the package you offer. I rarely use my TV, so I prefer a basic TV package and the best broadband package in terms of speed and efficiency. I do not need a landline phone. I am having trouble accessing my Virgin account as I forgot my login details. Thank you for your assistance. Best regards, Maria G.

Yesterday (20/11/23), I attempted to log into my emails and was met with a "forbidden" message. The issue persisted today (21/11/23) when I tried to reset my email password but received error code DEF01. I found no solution in the online FAQs and reached out to a representative at 0[redacted]. After a 20-minute call, they mentioned they were unable to investigate further and would transfer me to another team. If the call was disconnected due to technical reasons, they advised against calling back immediately. Unfortunately, I was disconnected after about 15 minutes. I rely on my emails for important receipts and tickets, and this lack of assistance or explanation has left me frustrated.

I am the freeholder of a small block of flats. Virgin Media has installed a connection box on the front wall of the flats without permission, located on Flat 6's wall instead of their customer at Flat 4. I have contacted VM three times since 02 January requesting the box's removal and repairs for any damage caused, like holes or broken rendering, all with assurances it will be addressed promptly. I'm concerned about the inconvenience to the tenant at Flat 6 as well as the violation of our lease which requires permission for exterior installations. My next course of action may involve removing the box or initiating rental charges to Virgin Media for the use of the wall space.