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Dear Sir weve Been Promised that an Emergency Engineer will come out today because of how many times our appointments with Virgin Media have Cancelled our appointments with The Engineers my Husband Never Cancelled any of these appoints he is Really stressed out our wifi is only 52 meg were paying for 350 meg and were still paying for 350 meg were really angry
My story –> I called on 26th August ’22 and ordered the cancellation of my packages (due to rising costs) -during the chat with VM consultant; both sides agreed that cancellation should happen exactly on 5th September 2022. I followed your cancellation procedures precisely.
Still getting bills and emails for the services even though your worker admitted they proceeded with my cancellation of the services. I don’t use these packages anymore, and I’m still partially active on your system and have to pay for nothing.
You charged me an extra £ 78 fee, which shouldn’t happen at all, because three years ago when I signed the contract (I renewed it last year), I paid an additional amount for the first month so that when the contract was terminated, I did not have to pay half of the cancellation fee Month.
On Saturday, I spoke to an employee of your call centre with the ID B158358. Your employee does not know your offer and could not answer the fundamental question regarding bills on my account. This account which you should have closed on 5th September 2022.
I am asking for the cancellation of unjustified invoices and the removal of Direct Debit from my account.
I have tried to cancel Virgin media TV since august. I did send an post to cancel in September. But we got the bill in October. So I spent one hour on the phone to the Virgin media hotline and finally got the “disconnection” confirmation email on the 4th of October 2022. I also paid the last bill and thought everything is now fine. Today we got another bill of over 100 pounds. So it would seem that IT system conveniently ignored the cancellation!
I have been a customer of virgin media for several years as a broadband subscriber , as time passed I became more and more unhappy with the level of service provided to me to the point I had the personal number of one of your engineers as he came out to me so often only to inform me the problems I was experiencing could not be fixed . Eventually I decided to leave Virgin Media and change broadband provider , I informed your call centre staff of my intention to do so on 30th September 2022 , on 1st November 2022 Vodafone installed my new broadband , on this date ( 1st November 2022 ) I called the Virgin team to confirm the disconnection process had been completed which led to me being informed by a member of your outbound retention team that I had an outstanding bill of £54 to be paid for the disconnection period , how can this be ? my very first bill for the broadband service provided by Virgin Media is a double bill in order to cover any final month ( 30 day ) disconnection period , the incompetence I mentioned earlier is I would suggest at your call centre as they have quite obviously failed to log my decision to leave Virgin Media and implement the disconnection period from that date , therefore the error is not mine and as such I believe it wrong for Virgin Media to expect me to pay further bills
Yer I get that we had a outage for over 18 months tried to blah me now they use Sam knows real speed that I can only get to work on there net work I’ve tried this speed test on other broadband companies and it’s no good
Think I will contact the CISAS to investigate this matter
Thank you for that information. I have been experiencing deteriorating broadband for some months now and nothing has been done. Waiting for an engineer to attend next week, so will see what he/she does to correct this.
Hi Stuart , this so called localised ” outage ” is not true , every virgin media broadband customer suffers the same problem , this stems from the way they install braodband , they have fibre optic to the telecoms connection points on the street ( the green boxes on the roadside ) from there into properties they have old style copper core cables , these are so micro thin that they corrode and deteriorate to the point they become unusable , unless these are replaced regularly the virgin broadband service becomes utterly unusable. This was the case with me , they make excuses and promises but take no action , they see the contract we sign as a licence to extract money without having to fulfil their side which is their promise to provide a useable service to the customer.
Well what can I say a massive disappointment by Virgin Media been in an outage in our area for sometime now come to think of it well over 18 months phone up the other day to get an update only to be told that it’s another 2 to 3 weeks until the outage is resolved, think it’s time to contact CISAS I’ll get these guys to look in to our case i’ve asked for Manager to give me a call to be completely blanked and not logged funny though, because I give some bad feedback and I got pestered by a manager on a Sunday evening but they won’t call to discuss your account any other time complete waste of time this company is !!!
We have had 8 accounts with Virgin Media for a number of years. Like everyone else we were looking at our company finances and chose to change all 8 accounts to business accounts.
This went well, all 8 new HUBs were delivered and the old HUBs removed and returned to Virgin, with the last 3 going this Thursday – 17th November 2022.
Despite not having the residential service anymore. I am being chased for the outstanding amounts on 5 accounts.
I have rang over 10 times, always to the call centre, which quite frankly is useless as they just want me to pay the outstanding bills, I’ve been threatened with a debt collector for equipment I simply do not have and that has not been used, in the last few months as i DO not have it.
I am constantly being cut off, not transferred and last Friday was told, they are not trained to deal with my issue.
My colleague liaised with someone from Virgin in relation to the switch over and again, nothing in relation to the cancellation of the other contracts, just constant bombardment with requests for payment.
I’ve tried phoning, using the web chat, that has been transferring me to an agent for the last 55 mins and am I getting NOWHERE.
To be honest I don’t know what else to do as no one is able to give me a straight answer and i can not afford to have bad credit (when this is not my fault), when I own a company.
The change over to the business accounts was in Aug/Sept 2022, yet I’m still being billed for the old ones despite being told last week, that they knew the old equipment hasn’t been in use. I have emailed the CEO of Virgin Media, only for it to bounce back, the whole thing is just ridiculous.
Moved back to the UK end of August and got Virgin Media as our broadband provider as we had them before so boxes in the house and should be plug-and-play. on 1-Sep technician came and said we don’t have a signal to the house. The information given was this would get fixed within a week. A week later I am told 7-Oct we will get connected as the job requires external work. A few days before that date it gets postponed to 24-Oct. I am staying home to be around that date but nothing happens. New date given is 14-Nov, which is today. Last week I called to confirm this and also asked for confirmation on VM forum chat and was told “yes” it will get done. Today nothing happens, then sms asking to contact VM. Information “there is external cable work scheduled for today. unfortunately we are unable to send our crew today”. Next available date 28-Nov. Sorry but I have had enough. Will switch, get my money back from VM what I have paid so far (coz the emails re “your bill is ready” come promptly, plus recommendations on what wonderful new movies I should be watching). Enough is enough.