Virgin Media Customer Service Issues

Last September, I set up a new contract with a Virgin Media customer service representative over the phone for a monthly fee of £53. Unfortunately, subsequent bills showed amounts higher than £70. In November, another VM representative stated that if the agreed contract was not in effect, I could leave without a termination fee. I switched to a new provider in March [redacted] and informed VM of my departure. They claimed I owed £[redacted]. I ceased my bank direct debit to VM after switching providers due to lack of trust as they attempted to bill me post-switch. I sought advice from a legal advisor at the Citizens Advice Bureau who stated VM breached the contract. I aim to file a formal complaint but encounter difficulties. Any help or suggestions on how to proceed would be appreciated.

I ended my contract in February [redacted], but started receiving full-price charges of £[redacted] per month for March despite being on the VIP package, which no longer exists. The Ultimate Oomph package has replaced it. The original package I chose should have automatically transitioned when my contract ended. I called to either negotiate a better deal or cancel, paid outstanding arrears, got my services reinstated for £89 per month, and signed up for the oomph package. However, I have been overcharged between £37 and £40 every month since, totaling around £[redacted] over a year. This needs to be corrected on my account as I should be in credit. I urge Virgin Media to address this issue promptly as I am extremely frustrated with the situation.

I am in my 80s, and my wife and I received a call from a Philippines employee regarding our package. Unexpectedly, we were informed about receiving a Virgin TV [redacted] kit and a 5G SIM card. Why would I receive a Virgin SIM when I use Tesco Mobile? My TVs suddenly turned off tonight, and messages instructed me to set up the TV [redacted] kit myself. Given our age and recent health issues, we are not capable of doing this. We had to contact a local TV engineer for assistance, adding to our stress. It is frustrating to not be able to talk to a local representative instead of navigating automated phone menus. We are overwhelmed with the whole Virgin situation after being customers for many years.

I recently reported issues with my internet dropping after switching to 500mb broadband. The Superhub 3 I'm using has been reset multiple times, but when I plug it back in, sparks come from the connector, which concerns me. Additionally, I never received the new wifi dongles upon upgrading, leading to poor signal downstairs. I had to purchase a mains plug for a connection. I believe upgrading to a Superhub 4 with a stronger wifi signal and providing the missing dongles would greatly improve my service. My phone number is [redacted]0. I would appreciate it if Virgin could assist with replacing my router and sending the necessary equipment. Thank you.

As senior citizens in our eighties, my spouse and I have been loyal TV subscribers for over twenty years, transitioning from Nynex, Cable and Wireless, NTL to now Virgin. Despite the increase in costs, we struggle to fully utilize the new technology. We currently have two TVs with a TiVo box and a V6 box (as a replacement) on the lesser-used TV. Are we being charged for both boxes? Would it be beneficial to switch the V6 to the main Smart TV? Additionally, the constant sign-in prompt for the red button is frustrating. How can we access iPlayer, TV hub, and what other features are available? We have numerous queries but lack the support to address them. Could we request a visit from an engineer or technician to provide us with guidance on maximizing our services?

I have been a customer of yours since around [redacted]. Initially with Cambridge Cable, then NTL, and now Virgin Media. While I receive all my services from you, including mobile in the past, I believe I am overpaying. My internet is frequently down, speeds are below advertised, and my son has a cheaper deal elsewhere. It's challenging to reach anyone for help, and the lack of a customer service email is disappointing. I am requesting a phone call response within seven days to address these issues. As a retired and disabled individual, it is difficult for me to troubleshoot technical problems. I hope to hear from you soon or potentially explore other options.

I am experiencing ongoing broadband issues for several weeks now. The connection frequently drops, leaving me connected to the network but with no internet access. Despite trying various troubleshooting steps like restarting and factory resetting the hub, the problem persists. The customer support I've reached out to provides minimal assistance, often ending calls abruptly after instructing basic troubleshooting steps. The links provided for further support only lead to generic articles that offer no real solutions. I have meticulously checked all settings on my devices, ruling out any internal issues. Since my work heavily relies on a stable internet connection, the prolonged connectivity problems are affecting my productivity and ultimately my income. I have exhausted all available resources on my end and am left feeling frustrated by the lack of substantial support provided by the service provider. I am urging for a technician to be sent to address the underlying problem promptly.

On the evening of June 22nd at 18:00, I contacted Virgin Media to make a payment. The call handler was pleasant but tried to convince me to stay. I explained my issues and the fact that I hadn't used their services since moving to a new address. Eventually, I was transferred to a second call handler who initially wanted me to pay a cancellation fee. I referred to an email from May 20th, which they acknowledged, and the fee was waived. I now find myself unable to purchase a property, out £[redacted].03, and without internet for over three months. Today, June 24th, I received an email confirming my cancellation, but from the same address I was told was not associated with Virgin Media. This has caused me significant stress, leading me to resume anxiety medication I hadn't needed since last year. I am seeking the removal of the late payment status from my credit report and a reimbursement of the £[redacted].03.

Hello, I am drafting an email to send to Virgin regarding a recent issue I encountered. Dear Sir/Madam, I had a discussion with your company before receiving an email on 3 June about my decision to leave. This led to the confirmation of disconnection in your recent email. Shortly after, I received a call from a representative working from home, expressing regret over my departure and suggesting possible discounts on my fees. However, I raised concerns about ongoing issues with the Broadband service frequently disconnecting. Despite the representative offering a reduced rate of £44, I declined as I had been offered £39 by another provider. Subsequently, I switched to the competitor offering the lower rate. But when I contacted Virgin to inquire about canceling my Direct Debit, I was informed that no termination was processed, and a new costly contract had been initiated without my consent, leading to a potential £[redacted] penalty for leaving. I dispute this unauthorized contract and have canceled my Direct Debit. My last payment of £77.45 was made on 16 June. Sincerely, Maria P.S. If this email was directed to the wrong department, please forward it accordingly. Thank you.

Subject: Disconnection Details Reminder by Virgin Media Hello, We regret the decision you've made to leave Virgin Media and want to ensure a smooth disconnection process. Your services will end on the specified date. Returning Equipment: Returning your Virgin Media equipment is simple and free. After disconnection, we will send you a postal returns box to send back the equipment to us. Final Bill: Details on your final bill, payment methods, and any charges like early disconnection fees are outlined. Keep this email for reference. Phone Number and Email: Information about phone number transfer and email account closure after 90 days post-disconnection is provided. Save important email data elsewhere. Netflix and Internet Security: Details about Netflix subscription continuity and Virgin Media Internet Security are explained. For further queries, visit our Help page. Best wishes, The Virgin Media Team

I have been receiving text messages and emails from Virgin stating: "Hi, it's Virgin. We're sending you prepaid packaging to return our kit." We have not canceled our contract with Virgin and are unsure why we are being asked to return a kit. Please clarify the purpose of this message and provide a contact number for further discussion. A prompt response would be appreciated. - Allan B. 3A Gladstone Street, Heanor

I have a range extender, but even after giving it ample time to enhance my connection, I have noticed minimal impact. I would like to return the extender to you and request a £5 reduction in my monthly fee. Kindly organize its return. Additionally, I requested a router upgrade a while back, but I have not received any updates. I had hoped this upgrade would address the issue that the extender failed to solve. Thank you.

I am frustrated with Virgin Media as I haven't been able to book an engineer to fix the perished wires outside, causing my phone to not work. Despite calling twice from a neighbour's phone, the first appointment was missed, and now they won't provide a date or time for the next visit. I urgently need my phone fixed by Wednesday. Appreciate any suggestions.

On August 6th, I contacted Virgin to notify them about our upcoming house move and requested to cancel our subscription due to the lack of Virgin network coverage at our new location. A representative named Paul Swan assured me he would assist with our situation. Despite being mid-contract, he suggested transferring the contract to my daughter to avoid a disconnection fee. We agreed to this arrangement, but my attempts to reach him via email have gone unanswered. Our moving date has been rescheduled from August 20th to August 31st, which was the original disconnection date. We are eager to avoid any service interruption before our relocation on the 31st. I would appreciate it if this issue could be resolved promptly.

I am currently in Spain and experiencing a lack of network connection. Unfortunately, none of the providers accept my SIM card for connection. I have attempted to reach out to customer service multiple times, enduring long wait times of over an hour each. Despite my efforts, I have not received any assistance, and my phone remains non-functional. I am extremely disappointed by this level of service and plan to share my experience on various media platforms upon my return. Additionally, I will be terminating my agreement with Virgin due to this unsatisfactory experience. I am unable to receive calls as there is no reception where I am. The WhatsApp service provided also does not seem to be operational. Should this matter not be resolved promptly via email, it will only add to the series of poor service encounters. Thank you. Steven M. [redacted].

I spent around 2 hours here trying to connect, but our computer crashed while waiting. Currently on holiday in Lanzarote, I received a new sim card, but my phone lost service during the process, and I can't insert the sim without service. I need assistance because I have only 30 days to reconnect, and it's been about 14 days since I received the new sim. Unable to call for help, I have been unsuccessfully searching for live chat support for hours, encountering only robots. My phone number is [redacted]5, account number FA[redacted]7, and my name is Joyce Denton.

I have been a Virgin Media customer for over 30 years. Recently, I received an email stating that my contract has expired, and I would like to address a few concerns: 1. As a 66-year-old who lives alone and plans to retire, my current monthly charge of £[redacted].49 is too high for me. 2. Despite not having a landline for 15 years, I am still being charged for it monthly. 3. The box in my bedroom is inadequate compared to the one in my living room, which affects my access to certain packages like the 'sports package'. 4. I prefer email communication as I do not have a landline, and my mobile is with Three. Due to work reasons and the current situation, I cannot afford the charges that would come with calling Virgin Media. 5. I remember being able to request an engineer visit when VM was Telewest, and I am wondering if this service still exists.

I am experiencing difficulties accessing a specific website, www.brightondogwatch.org, on multiple devices despite various attempts to troubleshoot the issue. I have cleared caches, reset network settings, and conducted a traceroute. Interestingly, I can access the site on my phone when Wi-Fi is turned off. After spending a total of two hours on the phone with technical support, I have been disconnected twice during attempts to resolve the problem. The supervisor suggested escalating the issue for further assistance, but the wait time has been extensive, and I fear being disconnected again without any assurance of receiving help. I am frustrated by the lack of communication and uncertain about the resolution of my issue. I would appreciate any assistance in resolving this matter promptly. Thank you.

I have been waiting for 4 days for my internet to be activated. Despite being told it was activated today, it still does not work. I am frustrated with the customer service experience and want a refund. I plan to file a complaint about this issue. I am requesting to speak with a manager today to discuss canceling my service. I am considering switching to a different network known for better customer service. I regret choosing this provider and wish I had listened to warnings about their poor service. I expect to speak with a manager by the end of the day.

I canceled my Virgin service around 2 months ago. The agent I spoke to mentioned my final bill would be around £54, with a refund of £36 expected after 3 weeks. Surprisingly, I haven't received the final bill, but my spouse received a notification stating we owe £[redacted]. I've been attempting to make payments for 2-3 weeks but can't pass security verification. Could someone please investigate this discrepancy for me? Account details: Claire and Nigel Green, 73 Beaconsfield Drive, Blurton, ST33HH, Stoke on Trent, Account [redacted]06. Thank you, Nigel Green. The account is under my name and email: [redacted]