Virgin Media Customer Service Issues

I recently cancelled my Virgin Media account when I moved out. I filled out a cancellation form and also spoke to a representative who mentioned a £[redacted] fee to cancel, which I couldn't afford. Although I decided not to cancel, it seems my account was still terminated. Now, Virgin Media is scheduled to collect the box from my old address today, but I no longer reside there. I need to reschedule the collection for a different day at my new address where we moved the box to storage. When I called Virgin Media, the automated system requires an account password that I can't recall, preventing me from speaking with a live agent. Any guidance on how to proceed and avoid charges for the box would be greatly appreciated.

I am writing to inform you of my decision to terminate my services with Virgin Media promptly. I am sending this email as a formal request, in addition to contacting you by phone tomorrow. The reason for my decision is the recent increase in my monthly bill, which has risen by £6.76, resulting in a new total of £37.30, compared to the usual £31.10. Considering my existing discount is ending soon and my financial situation, I cannot sustain this new cost. I am a single individual without additional financial support, and the rising living expenses have made it difficult to manage my budget for necessities like food and bills. After receiving the bill today, I have come to the conclusion that I must discontinue my Virgin Media broadband service due to the substantial increase. Please consider this email as my official request to terminate my contract. Kindly contact me at [redacted]4 to discuss the end date. Thank you, M Keogan

I am trying to cancel the phone landline in my package and add Sky Sports instead. I have attempted to contact customer service through various channels, but when I reached the point of speaking to a robot, the call was disconnected. I also tried to find an email address to reach out to them, but locating one with an "@" is proving to be challenging. If I don't find a way to communicate with them soon, I might have to resort to cancelling my direct debit at the bank, which I don't want to do. I feel like I have no other options at this point. Your assistance is appreciated. Regards, Michael M.

Hello, I placed an order for a new remote and a Wifi Booster on October 29th, expecting it to be delivered by Yodel. Unfortunately, the parcel was sent to a collection point [redacted] miles away from my home, in Leicestershire, despite me living in South Tyneside. I contacted customer service, but after much back and forth, the issue remains unresolved. I was promised a re-order last week with a delivery in two working days, but I have yet to receive anything. Please address this promptly as I've already spent a significant amount of time trying to rectify this situation. I kindly request an update on the progress of resolving this matter. Thank you. -Acc. no [redacted]04 Area 02 Christine S., 9 Kingsway

I have been paying for my son's phone for the past two years. Recently, I got a message confirming that all payments for the contract (Agreement no [redacted]91) have been made. The phone is now not working, and my son needs a new one. I want to settle any remaining usage fees and remove the phone from my account. How can I go about this? - Charlie H.

Subject: Assistance Needed with Account for Mr. William Hannah Good morning, I hope this message finds you well. I am writing on behalf of my father-in-law, Mr. William Hannah, who recently passed away on October 31st. We are seeking assistance in canceling the account in his name and setting up a new account for his wife, Mrs. Christine Hannah, who wishes to continue using Virgin Media services. Unfortunately, we do not have access to Mr. Hannah's password to proceed over the phone. Could you please arrange for a representative to contact me at [redacted]7 to guide us through the account cancellation process and assist in creating a new account for Mrs. Hannah? I eagerly await your response and would appreciate an acknowledgment of this email along with an estimated timeframe for when we can expect a call. Thank you for your anticipated support. Warm regards, David Reid

My broadband speed is currently experiencing normal download speeds, but the upload is at 0mbps, making it impossible to work efficiently with such poor upload speeds. Despite following all the instructions on the support pages and from the bots, the issue remains unresolved. An engineer was supposed to fix the problem, but their visit did not solve the upload speed issue. Online service checkers indicate no known problems with my broadband. It's frustrating that I can't reach a technical person to assist me in resolving this, especially as a software engineer who has already tried all the local solutions suggested by the bots. Working from home is incredibly frustrating, and I'm using up all my mobile data in the process.

I have recently sent my phone to Virgin Media Trade Up for an upgrade, which was just yesterday. I received an email informing me that the upgrade will be delivered on 12/30/[redacted]. This is a bit of a concern as it falls during the holiday season when I rely on my phone to stay in touch with family and friends. Unfortunately, I am unable to access my bank account fully without a texted PIN for transactions. If I had known about this delay, I would have reconsidered upgrading. Is there a way to expedite the delivery, even if it means paying an additional fee? I would greatly appreciate any assistance. My Trade Up Reference is [redacted]. Thank you.

I informed you of my husband's passing and requested to transfer the account to my name with Virgin. However, I was unexpectedly signed up as a new customer and charged a set-up fee. I am already struggling after losing my husband, and to make matters worse, his account was canceled, leaving me without a landline to reach my family in this difficult time. My mobile service is also unreliable. The treatment I have received from Virgin during this period of grief is unacceptable. I feel taken advantage of and uncared for. It may be time for me to switch to a provider that values its customers' situations more sensitively than Virgin has shown towards me.

I recently upgraded to the 1Gig bundle which includes the O2 Unlimited SIM card, at a discounted price of £[redacted]. However, halfway through the month, O2 charged my bank account an additional £27.50. I was under the impression that the SIM card cost £25 and the rest was £85, totaling £[redacted]. When I checked my bill on the Virgin Media website, it shows the total as £[redacted], which should include the SIM card. I'm confused why I'm being charged separately for the SIM card if the total bill is supposed to cover it. This discrepancy makes my total charge £[redacted].50, which was not what I agreed upon.

I am unable to log into my Virgin email account and keep receiving the message stating, "Your mailbox is not available at the moment." I need assistance from Virgin Media to gain access to my emails as it has been inaccessible for multiple days. The message suggests waiting an hour and ensuring the correct password is used on all devices. If the issue persists, the advice is to contact the Virgin Media team by dialing [redacted] from a Virgin Media phone, 0[redacted] from another phone, and selecting option 2. For information on call costs, I can visit virginmedia.com/callcosts. Charges may vary when calling from different networks or mobiles.

Apologies! Currently, your mailbox is inaccessible. Kindly attempt to log in again in one hour with the correct password on all your devices. If the issue persists, contact our support team at [redacted] from your Virgin Media phone or mobile, or 0[redacted] from any other phone, then select option 2. Want to know the call rates from your Virgin Media home phone? Visit virginmedia.com/callcosts for details. Costs of calls from other networks and mobiles may differ. Having trouble accessing Virgin Email - Seeking resolution.

I relocated to my new address in September. My contract was for $30 a month plus paper billing. In September, Virgin increased it to $43 a month, then disconnected me on November 24th. They are demanding payment even though Virgin's service is no longer in my property. How did they deduct $[redacted] from me? The stress from the call centers is ridiculous. I have always been truthful with Virgin Media. I want this problem resolved promptly.

I contacted your customer service on December 22nd to confirm the restart date of my monthly mobile phone account with your company. I was assured it would restart on that day. Despite having used up all my inclusive minutes by December 19th and refraining from making calls, I realized upon receiving my bill that I was charged 58p per minute for the call I made to your helpline on the 22nd. I'm disappointed with two issues: firstly, the lack of clarity regarding when my new inclusive minutes began, and secondly, the absence of a prompt to inform me of this. Consequently, I was billed £4.47 for the call, which I find ironic given the circumstances. I believe a refund is warranted as I made the call in good faith without any warning about the excessive charges.

This morning, a chat agent informed me that my updated package after my contract ended would be £33 per month, which I agreed to. However, I received an email from Virgin Media stating it would be £57.00 per month, a £24 difference. I am seeking clarification on the discrepancy and want to express my refusal to pay the increased amount. I am requesting to return to my original package cost, excluding the gadget repair fee. If this adjustment cannot be made, I may consider switching providers. I have been a loyal Virgin Media customer for numerous years.

I am having trouble with my telephone password, which is not being accepted even though it's the one I always use. I spent nearly an hour on two calls via [redacted], discussing price increases, but got cut off twice when being transferred to customer support. The security questions were lengthy, which was difficult for me as an elderly and disabled person, especially with speakers I struggled to understand. Virgin's lack of accessibility seems like a corrupt business practice. I need to modify part of my package and figure out why my telephone password is no longer working. Eventually, I agreed to a discount on my package through an automated message before having to end the call due to my phones running out of battery.

As a pensioner, I have recently received two Notices of Sums in Arrears related to credit agreement number [redacted]62. Last month, I contacted Virgin after receiving the first notice for £34, which included a bank account number and sort code that do not belong to me. I was told it might be a scam, so I ignored it. I am now facing another notice totaling £68, despite not being a Virgin Media customer. My TV provider is Sky, my phone service is with O2, and I use BT for broadband. It seems my name and address are being mistakenly used. The situation is causing me great stress, and I have been unable to reach customer service despite multiple attempts resulting in long wait times and disconnections. I kindly request a phone call at 07[redacted]46 or an email to address this issue, as it is impacting my health significantly.

I recently canceled my services, but it seems they have enrolled me into a new contract without my consent. I need confirmation that I am not obligated to a new contract for Mix TV starting on February 1, [redacted], as stated in the email I received. Despite contacting customer service and them denying the new contract, the email suggests otherwise. Now, they insist I never canceled and are requesting payment. I am concerned that my cancellation was not processed correctly, and the situation feels like a never-ending cycle similar to the Hotel California - once in, can't get out.

I accidentally deleted the email containing details of my Virgin flight to New York scheduled for February. This email had the reference number and eBooking number necessary to log in. I purchased the ticket on September 12, [redacted], for a travel date of February 18, [redacted]. I have been unable to find a customer service email to contact and the chatbot does not understand my issue. When trying to access my Virgin Atlantic My Account, I am stuck because I require either the Reference Number or the eBooking Number which were in the deleted email. Any assistance would be highly appreciated.

My landline service has only been working intermittently for the past two years. An engineer visited early last year and mentioned that the main line in the box was in disarray and attempted to fix it, but the issue persists. My landline is crucial for my health needs and staying in touch with my 88-year-old mother. Lately, the phone has cut off during calls twice in the last three days. I am contemplating leaving Virgin Media as the ongoing problems remain unresolved, such as the chaotic state of the main lines. I believe some form of compensation is warranted as I am paying for an unreliable service. Today, when I contacted an engineer for assistance, I was disconnected since I was calling from the problematic landline. It is imperative that this situation is rectified promptly, or I may have to explore alternative options. Additionally, my internet service was also down last Saturday along with the phone.