Virgin Media Customer Service Issues

I am experiencing a poor WiFi connection which is very slow. Recently, I contacted Virgin Mobile because I received a notification that I have exhausted my mobile data. Despite using WiFi daily at home, I was informed that I now owe £45 on my account. I believe this unexpected bill is due to the subpar performance of my home WiFi. In the past, I have not faced such charges as I predominantly rely on WiFi. I have disabled the WiFi assist on my mobile to prevent additional charges. I am struggling financially as I do not work and receive disability benefits, and £45 is a considerable amount for me. I kindly request assistance in resolving this issue as it impacts my ability to afford essentials like heating and food. Your prompt attention to this matter is greatly appreciated. Thank you. Sincerely, B. Daniels

I am interested in signing up for Virgin Media, but there seems to be an issue with my address. An engineer came to repair a neighbor's connection and took my details. A call handler contacted me on January 5th, but my address is not on the list of accessible areas, even though other flats in my building have your service. The representative promised to check with the engineer as she believed my address was mistakenly omitted. However, I am still waiting for a follow-up call. I really want to use Virgin Media for broadband, so I would appreciate it if someone could resolve this matter for me.

Subject: Confirmation of Virgin Media Services Cancellation Dear Customer, We understand your decision to cancel your Virgin Media services. This email serves to confirm that your cancellation is scheduled for 30 days from today. If you have a change of heart, feel free to reach out to us at [redacted] [redacted] [redacted] for assistance. Regarding Billing: Your upcoming bill will reflect any outstanding balances up to the cancellation date. In cases where the cancellation falls within your minimum contract period, a cancellation fee may apply. Regarding Equipment: Should the need arise for you to return any equipment, you will receive an email and SMS within two weeks of the cancellation date with further instructions. Alternatively, you can drop off the equipment at any WEEE recycling centre. Locate the nearest center at www.weeeireland.ie. Feedback: We value your input on how we can enhance our services. Kindly spare a few moments to complete our survey as every suggestion matters. Contact Information: For queries or concerns, please visit www.virginmedia.ie/contact-us for our contact details. Thank you for choosing Virgin Media Ireland. Sincerely, Virgin Media Ireland Limited Building P2, East Point Business Park, Clontarf, Dublin www.virginmedia.ie

Account Number A/C [redacted]03 in area code 31. My wife, M.C.I., initially opened this account, but she is currently receiving treatment at a mental health facility. Due to her health issues, the bill has not been paid for a few months, resulting in the service being disconnected today. This has become problematic for our children who require internet access for their studies and for me to work remotely. I urgently need to establish a new contract in my name, either with another provider or with Virgin. Please advise on the necessary steps moving forward. You can reach me at 07[redacted]67. Thank you, Manjit Gill

I have been waiting for Virgin Broadband since January 17th. An engineer came on the 31st to set up the cables and mentioned the activation could take up to 24 hours. However, as of February 9th, I still do not have broadband. My contract date has been changed to February 16th without any explanation or notice. When I try to book installation on the website, it says, "there isn't installation yet, book one." I feel frustrated by the lack of communication and want a full refund for the approximately £[redacted] I lost in electricity bills due to incorrect information given by the engineer. If not resolved, I will report this incident to Citizen's Advice. - Andrzej P. BH1 4AD

My contract with Virgin ends on the 14th of March. I would like to talk to someone to see if I can get a better deal because the price is increasing to £58 per month, which is not affordable for me. Unfortunately, I have been struggling to get through to their customer service. I work, so I have tried calling from my mobile whenever I can, but I am not with Virgin. Yesterday, I waited for 1 hour and 4 minutes just to speak to someone. This situation is incredibly frustrating. How can Virgin get away with this?

On the 22nd of February, I contacted Virgin to update my address for an upcoming move on the 25th. During the call, I made it clear that I wanted to keep my existing package and just needed to transfer it to the new address. Unfortunately, upon checking my emails, I discovered that a new contract was created without my consent, with higher costs. My broadband is also not working after the move, and I was left without service earlier than agreed upon, impacting my family during a stressful time. When I called today to address these issues, I faced difficulties due to a new account being created instead of updating my current one. I plan to contact them again to resolve this, but the experience with their customer service has been disappointing, especially being rushed off the phone and unable to reach anyone for assistance during the evening. I hope to have these issues sorted out promptly as relying on mobile data is not sustainable.

I had an email account with Virgin Media that got suddenly closed. Subsequently, I discovered my Facebook account was locked, requiring a code sent to my now-inaccessible registered email address: [redacted] Despite numerous attempts to reach out to Virgin and Facebook, I have been met with silence. Creating a new Facebook account is impossible as I keep getting redirected to the locked account page. If my old Virgin email account could be temporarily reactivated, I could retrieve the code and restore my access to Facebook, allowing me to update my contact information. I have lost touch with many friends due to this issue. Any help resolving this matter would be highly appreciated. THANK YOU!

Subject: Removal of Unused Cable in Garden Hello, I would like to request the removal of a cable that was installed in my garden a few years ago in anticipation of switching to Virgin Media services. I ultimately decided not to proceed with the installation, but the cable remains coiled up and damaged by foxes. While this is not an urgent matter, I kindly ask that a technician be assigned to remove the cable when convenient. My address is 10 Talbot Ave, Slough, SL3 8DB. Please arrange for the cable removal at your earliest convenience. Thank you for your assistance. Best regards, Kam

I would like to bring to your attention a situation regarding my past account with Virgin Media under Cheryl Garcia at 48 Bellamy Road, Cheshunt, EN8 9JU, which had the email address [redacted] After my partner consolidated our services, my account was removed, but I was still able to access my emails on my phone. However, recently I have been unable to do so. Despite multiple attempts to resolve this by changing the password, I still cannot access [redacted] My partner, Mark Pell (account holder with telephone number [redacted]9), has permitted me to contact you as well. We have informed Virgin Media that we want to use [redacted] as the primary email, but we are facing difficulties logging in. This issue has been ongoing, and we have received inconsistent advice each time we call. Prompt action to resolve this matter is requested, as we are anticipating essential emails and cannot afford any further delays.

Hello, I am having trouble accessing my account as I keep receiving the message "We didn't recognize the username or password you entered. Please try again." I am using the email address I usually communicate with you through, and you also send messages to this address. I have entered the password I remember using. Can you please assist me? I do not have a mobile phone; my landline number is 01[redacted]76. Account number: [redacted] Area reference: 10 Regards, Milt

I recently joined Virgin on the 28th of February and selected the top package for £89, which included a £25 charge for the O2 phone that was supposed to deduct from the total, making it £64. However, when I received my bill, it was for the full £89. I contacted the billing department, and they insisted it was correct. Subsequently, I reached out to the sales team, who confirmed it should indeed be £64 as initially stated. Despite multiple attempts to reconcile this discrepancy by calling both departments four times, I am still facing conflicting information. Even a friend who contacted Virgin on my behalf was given the same conflicting responses. This misunderstanding has resulted in potential overcharges of £[redacted] over the 18-month contract, which is unacceptable and places me in a difficult financial situation. I have sought advice from Ofcom, but I would appreciate it if Virgin could address and rectify this issue promptly to avoid further escalation.

Hello, I am writing on behalf of my mother, Rita T., who has been a customer of yours for over 4 years. She completed an initial 18-month contract with your company but has since been paying a significant amount for a basic box and telephone line without internet access or updated equipment. When I called to inquire about the situation, I was met with rude and unhelpful staff. There was an issue with a password that was previously provided, causing further frustration. After multiple calls, I managed to discuss the account but was shocked to find out that my mother had not been offered any upgrades or better service despite her long tenure as a customer. A complaint has been filed, and my mother will no longer be making payments to your company. The equipment will be returned, and we will no longer tolerate this disrespectful treatment. This experience will be shared on social media, as it is unacceptable to mistreat vulnerable individuals in this manner. Sincerely, Ian T.

On the 18th of March, I called the automated payment line needing to pay £45 to restore my services, with the remainder to be added to my next bill. Unfortunately, on the 21st, I found my services restricted again. After speaking to someone on live chat, they informed me the payment hadn't processed. They temporarily restored my services and requested proof of payment, which I provided, but have not received a response yet. Now, my services are restricted once more. Another representative explained that my payment went to the wrong account and will need three days to be returned to me. To have my services restored, I need to pay £70. This experience has left me disappointed in the customer service I received, especially being told it was my error for inputting the wrong details. As someone working in customer service, I strive to treat people with more understanding and respect.

I need assistance understanding my current data usage for two reasons. First, notifications are being sent to an outdated email. Secondly, accessing my account through the website is problematic as the password reset process is flawed. It doesn't allow me to confirm the new password properly, hindering me from viewing my data usage. Despite a recent text stating my monthly bill is roughly £41, I'm perplexed due to the updated data allowances and rollover data from the previous month. I require a detailed breakdown of my call and data usage to understand how this bill has been calculated.

Today, I received a call from a person claiming to represent Virgin Media regarding a visit from a technician to collect unused equipment after a recent service downgrade. The caller asked for my address for security purposes, but I declined, as I couldn't verify their identity and insisted Virgin Media already had my details. I requested that they provide specific details via email at [redacted] - including the equipment to be collected, service maintenance instructions, and a schedule for the technician visit. Unfortunately, the caller was unable to provide this information, so I ended the call. Looking forward to hearing from Virgin Media with the necessary details. Thank you. - DouglasRacey

I need to have my landline number 01[redacted]1 forwarded to my mobile number 07[redacted]11 for approximately 8 weeks while my new house is being built and Virgin Media gets connected. I talked to an advisor about this service and agreed to pay £2.25 per month for it, which he said he would add to my account tonight. However, our call got disconnected before he could transfer me to set up the diversion. I'm relocating on Wednesday, April 13, to stay with my son temporarily. I am the account holder and both numbers are under my name. I've tried calling back but haven't had any luck. Thank you.

I called to cancel my recent connection on the 31st. We discovered there was no fiber cable leading to our place, and installation would take a month. I canceled within the 14-day timeframe over the phone. I have not received any confirmation of my cancellation except for an email instructing me to return the equipment. Today, I got a bill for £11. I need to confirm that my cancellation has been processed.

Since October [redacted], my phone is unable to receive calls, even with new SIM cards. Furthermore, my current password is invalid, making it impossible to receive the code to change it from Virgin Online. Incoming calls show my phone as switched off since last year. I need my mobile thoroughly checked to determine why I'm not getting calls and why my password isn't working. I request a detailed report on this issue. When contacting customer service previously, they issued a new SIM without understanding the full problem. As this has persisted for months, I urgently need a resolution as my phone is crucial for work. If not resolved promptly, I will seek legal advice.

I recently had Virgin installed at my residence, expecting a bill of £53.99. However, the engineer could not install an extra box, reducing the bill to £43.99. I received a letter today stating a charge of £53.99, which is inaccurate as I wasn't prepared for this higher amount. I was supposed to receive three hubs due to signal issues, but they haven't arrived. Can this billing issue be resolved, and can the additional box charges be adjusted accordingly? I switched from Sky to Virgin after 16 years for better service, but it appears there have been communication breakdowns. My address is 68 Lloyd Street, SK4 1NE, and my account number is [redacted]02. Thank you.