Virgin Media Customer Service Issues

Dear Sir/Madam, I am writing to address an issue regarding my Home Phone service. On 23rd June, I had a Virgin installation which was supposed to include free calls. However, I received a bill from my prior provider, EE, with double the expected amount and charges for expensive calls. When I contacted EE, they informed me that the account was still active and a BT line was being used instead of Virgin's cable line. I tried to reach Virgin through their online chat and phone number, but had no luck. I only had contact with my initial sales representative who assured me the phone line request was made. I am seeking a refund for the calls we made unknowingly incurring charges. Please respond promptly to this matter via email to maintain a complete record as per Trading Standards guidelines. Yours faithfully, Graham M. Tel: 01[redacted]36 Account: [redacted] 3 Rose Cottages, Clink Road, Frome, BA11 2EJ

On August 2, [redacted], I moved to a new address. A Virgin engineer came the same day for 3 installations, which included new TV boxes. Despite this, services like On Demand and Catch Up were not working. After several unsuccessful calls, I demanded an engineer visit on September 20. The engineer who came the next day informed me that the previous engineer had not input the correct codes. They tried to reach a code expert but to no avail. A supervisor was scheduled to visit on Monday. Another engineer arrived on Tuesday, confirming the issue but unable to fix it then. They returned the next day and finally resolved the problem, making the services functional. Upon calling Customer Services, I waited on hold for an hour to request a refund, only to be denied, accused of lying, and not given access to a manager or an address to escalate the complaint. I am extremely frustrated with this experience!

I recently received a call from an individual who claimed to be from VirginMedia, stating there was an issue with our internet. When I mentioned my husband wasn't available, the caller abruptly ended the call. However, we received a text on our landline warning our internet would be disconnected in 4 hours, but it's still working. This occurred around 1:30 pm today (15/10/[redacted]), and it's now 5:00 pm. We are worried about a potential scam targeting our Virgin Media account. Please address this matter and provide your insights promptly. Thank you.

Hello, I am experiencing difficulties with my Kindle in downloading content through the internet router. Amazon has requested the following information for assistance: Hello John, I am here to guide you through providing the necessary details. Let's focus on your network configuration. Please contact your internet service provider for the following information: - Network Name (SSID). - Network Key / Wi-Fi Password. - Length of the entered Network Key. - Presence of upper case letters or special characters in the Network Key. - Router Brand and Model. - Status of Mac Filtering on the router. - Number of allowed connections by the router. - Router channel (1 - 11). - Security protocol (WEP or WPA) used by the Wi-Fi network. - Wireless mode of the router (B/G/N or N in B/G compatible mode). If further support is needed, please visit the 'contact us' link provided below: www.amazon.co.uk/contact-us We are eager to assist you with your concern. Thank you, John B.

On October 17th, a technician visited my home to repair a telephone cable damaged by Amey, who are working on the path outside. The repair was made using two connectors and PVC tape. However, the jointed cable was left exposed above the path's surface, posing a risk of damage. I expressed my concerns to the technician, as people could step on it and Amey's machinery could break it again. The broadband cable, including the phone line, is exposed for about a meter above the path. The technician mentioned the cable was not installed correctly initially. After consulting with their superior, they informed us that a new cable wouldn't be laid until December 27th. Amey has halted work outside our home, awaiting the new cable, leaving the path in poor condition. The urgent replacement of the cable is necessary to prevent vandalism and ensure uninterrupted services from Virgin Media.

While my mobile phone functioned properly in the UK, I am currently in an EU country and encountering issues. The phone displays "no SIM card emergency only," preventing me from sending messages or making calls. I have attempted troubleshooting steps like removing and resetting the SIM card, as well as restarting the device, to no avail. Unfortunately, I lack another phone to test the SIM card with. Moreover, setting up an online account is problematic due to an error with my security question. During a previous call to customer service, the issue seemed related to the security question being connected to my mother's maiden name with additional numerals, a situation left unresolved. As I wish to utilize my phone without incurring costs for unusable service, any assistance would be appreciated.

I had a major issue with Virgin Media regarding their poor service and excessively high bills. Despite disputing the last bill of £[redacted].24 due to unresolved issues and lack of explanation for the charges, I was forced to pay it to avoid further consequences to my credit score. Despite settling the bill over a month ago, my attempts to contact them about correcting my damaged credit rating through [redacted] have been in vain. Their promise to respond within 21 days has not been fulfilled, adding to my frustration. My once excellent credit score has been severely impacted by Virgin Media's actions, leaving me feeling extremely disappointed and dissatisfied.

Last year, my daughter's mother signed up with Virgin after being convinced by a salesperson offering a better deal than Sky. She opted for the family bundle with 2 TiVo boxes, but later realized she also had sports channels, leading to unexpectedly high bills. She attempted to complain about the sales advisor, Gregg, who seemingly disregarded her preferences and pressured her into a different bundle for his own gain. The situation escalated to the point where the police had to be involved due to harassment. Virgin then abruptly cut off their service and issued a bill of around £[redacted], which is deemed unacceptable. I am requesting the bill to be reduced back to the original family bundle agreement or my daughter's mother may switch to Sky for better service. She is unwilling to pay the inflated amount and expects Virgin to rectify the situation promptly. I have sought guidance from consumer resources but would appreciate a response from Virgin to resolve this matter. Thank you for your attention.

I would like to address an issue with a recent phone call I had with Virgin Media on Wednesday, December 5th. I called to explain that I could only pay £30 on the 5th and the remaining amount on the 21st, but the woman I spoke to was rude and uninterested. She told me to call back on the 21st. However, I saw that the full payment was taken from my bank account today. I'm concerned about the £30 payment I made over the phone and why I was advised to pay later but was charged immediately. I urge the company to review the call for context. I suggest better training for your staff in customer service. This mistake has affected my financial plans, and I would like a prompt resolution. Please address this matter at your earliest convenience. Thank you. Sincerely, A. N. Smith

I have a Virgin Media account with multiple email addresses. While I can easily access my emails on my main computer with the defunct email address [redacted], I am unable to do so on my laptop. Despite using the same email address and password, I keep receiving an error message stating the username or password is incorrect. I would like to resolve this issue and be able to send emails from [redacted] on my laptop like I can on my main computer. Can you please provide guidance on what steps I can take to log in successfully on my laptop?

I recently tried to cancel my broadband and TV contract with Virgin, as I was switching to Talk Talk. Instead, Virgin offered me a better deal which I accepted. They assured me they would handle the cancellation with Talk Talk. However, I am still being billed for the full package by Virgin even though I believe the cancellation was not processed. Frustrated with this, I have canceled the direct debit. I am currently overseas and won't be back until April. Unsure of what to do next, should I recontact Talk Talk about this issue? - Patricia M.

I am reaching out regarding an issue with my account. I initially agreed to receive a credit for the £25 set up fee on my first bill through live chat. Although my services were scheduled to start on April 5th, they began immediately. After contacting customer service, I was informed that the first month's charges would be waived due to the early start of services. While I see that a credit of £33 has been applied to my account for the early service start, the £25 initial credit for the set up fee is missing. When I reached out to the text chat team, they requested proof of the offer since I never received a transcript of the conversation. I am now considering cancelling my subscriptions due to the failure to honor the original offer and lack of assistance. I am giving a final opportunity to resolve this issue within my 14-day cancellation period, as evidenced by this message dated March 12, [redacted].

We recently switched our TV, phone, and broadband service from Virgin to BT. However, my spouse and I still have mobile phone contracts with Virgin. We no longer own a computer and rely on our mobile phones to check our emails. Today, I accessed my account from my work computer to print emails related to a holiday we just booked. I was surprised to see a notice on the homepage stating that we only have 90 days from disconnection to retrieve important emails since we no longer have a contract with Virgin. We never received any notification from Virgin regarding the discontinuation of our blueyonder email addresses. Considering we still have mobile contracts with Virgin, shouldn't we still have access to these blueyonder email addresses?

My experience with Virgin Media has been frustrating. I recently received contract [redacted]03 in my wife's name, but the monthly payments stated differ from what I was informed by various Virgin Media operators. Despite being told my monthly charge would be £40 after the last payment of £58, I have encountered challenges returning the contract and contacting Virgin Media in Winchester. If anyone has the email or phone number for Winchester, please share it at [redacted]0.

I am unable to make payment until the 27th of March. My current situation with my family has caused some delays. I feel frustrated with the lack of empathy from Virgin Media. I was supposed to be charged £60 on the 11th of March, but I received no notification that the payment did not go through. Now, I am facing partial restrictions on my services due to a missed payment. When I called Virgin, I received a message about waiting for payment, but the way I was treated felt like bullying. I had arranged to pay £54.33 by the 27th, but the situation escalated unnecessarily. I hope someone like Carmella or Amy can understand my perspective. I will honor my payment commitment on the 27th as promised. I wonder why a company would choose to punish its customers in this manner, and it seems there might be technical issues with their system.

My broadband and telephone installation was scheduled for Thursday, 28th March. The engineer attempted the installation but discovered an issue with the cable. He left it connected, and after a day, everything powered up. However, the broadband speed has been consistently low, around 11.6mps on my iPad despite being promised higher speeds. I have tried various locations and even placed myself close to the router for speed tests, but there's no improvement. There are no gamers in the house, just two iPads. Can anyone advise on what speed I should expect and how to improve it?

I have recently terminated my services with you, but I still need to settle my final bill. It has been a struggle to receive this bill after making three phone calls as it was supposed to be sent out twice but never reached me. Despite notifying you of my elderly and disabled status, I was unable to return the TiVo box myself, which I never requested and could not use, being threatened with an £80 charge if not returned. Although I dispatched it last Tuesday, the tracking data indicates it will take another six days to reach the destination. The communication regarding the outstanding bill has been confusing with texts, emails, and letters. I finally managed to speak to a live person who emailed me the bill without payment instructions. I am seeking Virgin's sort code, bank account number, and reference number to facilitate my bank making the payment directly to ensure it reaches the correct account. I appreciate your assistance with this matter.

I require the following details from Virgin Media: their bank's sort code, account number, and any reference number to specify the transaction for my bank and Virgin. These are needed for payments to be properly directed to my account to settle my final bill since I am no longer their customer and my direct debit has been canceled. Unfortunately, I am unable to contact them by phone as my old Virgin phone and account numbers are not recognized. Thank you.

In January/February [redacted], I requested to transfer my broadband and phone services to a new address. Due to being in temporary accommodation without an address, the provider couldn't assist. I asked to keep the account active until I had the new address. In March [redacted], they mistakenly didn't collect the payment and disconnected my services, claiming I had requested cancellation due to the house move. After several calls, my services were restored. However, a billing issue arose, and even though I paid what was requested, I was billed for services I hadn't received due to a 30-day notice period for the account closure. Despite the confusion and frustration of dealing with multiple unhelpful representatives, I was disappointed to learn that transferring the service to my new address was not feasible. The customer service experience has been disappointing, and the lack of clarity from the provider has left me unsatisfied with the entire situation.

I am contacting you on behalf of my neighbor to file a complaint regarding the placement of the outside box by your engineers. I spoke to her, and she agreed that I could email you about this matter. The box was installed in the wrong location, and a bush from my garden was removed as a result. It has taken me some time to reach out as I wanted to see if the bush would regrow, but upon checking closer, I realized the entire evergreen bush was removed. It cost me £40, and it held sentimental value as it was planted in memory of my grandmother. I am upset by this incident. I need the box to be relocated so I can replant in that specific area of MY garden. I have tried all afternoon to find your email address without success, so I am reaching out here.