Hi there, Bit of an issue my Neighbour is having. He is old, registered disabled and quite trusting, when the man from Virgin who called at his home unannounced offered him a good deal to change his mobile over, he took it(he did feel a bit pressured, but as I wasn't there I can't say how pushy he was). Virgin caused him nothing but problems, he wrote to them telling them enough was enough, he was cancelling the direct debit, cancelling the contract as they were not providing him with the service he expects, and to collect the phone. He has since written to them twice more and all his letters have gone unaswered(we have printed screenshots and original receipts from the recorded deliverys). They sent him standard "you havent paid, contact us to discuss it" letters, but no responses to his actual letters. Now they have cancelled the contract and passed about £500 onto a DCA. Advice please!

Hey folks. Over the last few months Ive noticed that whenever the Virgin Media Advert it on a banner top OR Side that loading becomes really slow and I have to try and reload the page. It is getting a little frustrighting Any suggestions? Using Firefox

Hi anyone else recieve a letter from virgin about changing billing dates? below is the text from the letter . they now want me to pay in advance for my services and according to their website it doesnt give me the right to opt out of the contract without paying fees . Anyone with any thoughts ? I cant really get my head around it , and they say they are doing it because some of their customers are confused, I think lots are going to get confused. We wanted to let you know about some important changes were making to the way your billed .Please take a few moments to read this letter so you know what to expect Were always looking to improve our service, so in October we are making some tweaks to our billing system that simlify the way it works Some of our customers tell us they find it confusing that their billing date isnt the same day they get their monthly allowance of minutes texts and data. With our new system were able to bring these two dates closer together , and hopefully make things more straight forward. First things first you wont pay any more for your package than normal but you will have a new billing date . This means your bill will arrive earlier than your used to, and will continue to arrive on ( or no earlier than ) this new date in the future. So you can see exactly how the change affects your bill in the next three months have a look at this table Allowance date 30 sep 2014 31 oct 2014 30 nov2014 Earliest bill date 10 oct 14 2 nov 14 2 dec 14 direct debit 24 oct 14 14 nov 14 16 dec 14 I wasnt confused before this but now I am This is their FAQS on the subject BILLING All you need to know about Billing Bill Change FAQs 1. I still don’t understand why my bill dates are changing, what does it mean to me? Billing isn’t very exciting, but it doesn’t have to be confusing. In making the change to our billing systems, we are going to improve the way it works which means you will find it easier to know when you're allowances are added and when you’re billed for them. It’s a one-off change that we think will make things a bit simpler. 2. What is an allowance? Your allowance is how many inclusive minutes, texts or data that are included in your tariff. It’s easy to keep track of what you’ve got or how much you’re using. 3. Why are you making this change now? You’ve been telling us that billing isn’t as straightforward as it could be and some of you find it confusing as things happen at different times. So we wanted to take the opportunity to make the change as soon as possible. 4. What if I don’t want my dates changed? Can I undo it later? Unfortunately not, but if you need to discuss this with us, one of our agents will be happy to discuss it further and see if we can do anything as an exception. 5. What happens if I change my tariff or upgrade? If you change tariff or upgrade to one of our SIM Only packages after we’ve changed your bill date, the date your allowance gets added will change again. Don’t worry though, we’ll tidy this up by the end of this year without moving your bill date again.If you upgrade to anything else like another contract, it won’t. 6. Why am I being billed twice in a month? Currently your bill date and refresh date have a significant gap between them. As we bring them closer together, this means that your bills will be produced in quicker succession so you may therefore get two bills and two direct debits in the same month. Don’t worry though we’ll only do this once 7. Are you allowed to do this, do I have the right to cancel my contract without penalty if I’m unhappy with the proposal? From time to time we need to make changes to improve the experience all our customers get. If you were unhappy and wanted to leave without early termination fees that wouldn’t be possible. We’ve tried our best to give you the maximum warning to reduce any impact from this change and in some cases can discuss alternative solutions if there are no other options. 8. Is there any chance of a delay to when you make the changes, how will you let me know in advance? Any delay is unlikely, but we would take steps to tell you by SMS if anything changes 9. Do I need to contact my bank if you’re moving my Direct Debit? No, you won’t have to do anything, we’ll take care of all the details. 10. Since you’ve made the change I have two direct debits taking in the same month which I can’t afford, what happens? If you find yourself in that scenario we’ll do our best to help by giving you longer to pay. 11. What is a refresh date? Will this change too? Every mobile customer has a monthly date where your allowances are refreshed. This helps you track how long you have to use your voice, texts or data. Nothing changes, we’ll just be bringing the bill date closer so its all aligned around a closer period. 12. Will the change affect any promos or discounts I have? No. These will remain on your account as normal. 13. If I receive two bills in a month will I pay more than I normally do? No. You will receive two bills in a shorter space of time. Both will have a charge for your monthly allowance and any charges outside of this e.g. charges for using your phone abroad. 14. Will I get pro-ration on my bill? No, you will not receive any pro-ration on your bill. 15. Why am I getting two bundle charges on one bill? Some customers will experience this because you're bill date is being moved later so you will be billed as we apply your next bundle i.e. you will be paying for it in advance rather than in arrears. Therefore, for one month only, you’ll pay for two (the one from the previous month and the one for the following month).

Hiya I'm stuck wondering what my options are, what i really want and what i should do about it. A part of me is telling me to leave it alone and the other part is saying i shouldn't let them get away with this. heres the story... In Dec i got a phone call from a VM sales rep offereing a free Tivo box and the only difference to my account was that it would increase by a pound an something to 28.59p) . So i agreed. in Jan my tivo box was installed and in fed i received a bill of over 34 pounds. by May it had gone upto over 43 pounds. when i called last week to find out whats going on i was told that they had a price increase in feb and that i had a 10 pound discount for 3 months and the price of my line rental is 43.09p. Further more when i asked to close the account i was told i was in a contract. Now the person i spoke to was daved Aka Mr Unhelpful and he had enlightened me of all this which i was furious about because i did not know i was in a contract. Further more after specifically asking him not to make any changes to my account as i intended to complain, he went and changed it and signed me up to a new contract of 29.99. Now i would like think of myself as an honest person. They said they had sent out a contract in the post for dec and maybe they had but i had not received a contract or saw a contract of any form But i did see an e mail that explained the changes to my account and on the top it says "This is not a bill or a contract" So now the new one that Mr unhelpful signed me up for. when i called Yesterday and spoke to an Allen and another person, they told me that my account had been changed and i said "I had not asked for my account to be changed but asked for him to leave it as it is for i am going to complain" now instead of both of them saying, ok she didn't ask for it, lets change it to the way it was, they left it. Today i got a phone call from someone called Mathew who was from a different deparment who had come to make me a nice offer but upon reading my account that i was in a new contract (Thank you unhelpful) and further more was receiving a good will gesture from VM of a 7 pound discount for the first 4 months (he thinks) he could not make me any nice offers. Now what is this good will gesture that i've suddenly heard about? i haven't a clue. i haven't a clue what to do. what i want tho is all this time that i thought i was paying 28.59 to be refunded the difference which comes up to 56 pounds. Tell me, what would you do? what can i do? what should i do? Sincerly A confused sister

Hi guys wondered if you can advise i was with virgin for just over a year and a half and had alot of issues with the service. I had my Tivo replaced about 4/5 times and had at least 15 engineer visits with issues with the TV. The box would keep freezing and we had to pull the plug to get it back on, there was other times it was so slow that if i pressed a button on the remote i would have another birthday before it did anything. i raised numerous complaints about it and it was always we will get an engineer to attend. eventually after about 15 months they then said we think we found the problem water was leaking in the cab and we have no switched the cab your on, and you should have no problems, however it continued. I ended up having an engineering manager to attend and he tried various things and said any problems get in touch with him, problems continued and he never answered the phone. In the end i managed to get them to cancel my contract over all this issue, the guy offered me a discount of £12 a month to stay but i told him why do i want a discount on something that isnt working correctly. he then said the final bill would be generated and i would get a refund due to paying ahead. i emailed him a couple of times afterwards trying to get info a about how much my refund was and when it would arrive. however i was ignored. the cheque arrived and lovely virgin media gave me 20£ which to be honest with all the problems i had i find insulting, so emailed again and i asked for their CEO address on where i can send it back to however a few more emails passed still being ignored. In the end someone got in touch " stating, we are sorry you have felt our service was blah blah" no apology for their service being crap just sorry that i feel its crap. i emailed back explaining this while on holiday and a guy called me about an hour later form the CEO office asking why i wanted to return the cheque etc and also what did i want to happen. I asked for a formal apology on paper actually apologising they gave me a poor service and not an apology for me feeling they gave me a poor service, he said that he would be in touch in 2 weeks however its now 3 and a half and ive had enough. would i have grounds to demand a small percentage back of all the monies I paid them for the below par service i received , something like 11.5% (which works out over all bills 12% less than if i took the £12 a month option) EDIT decided to match what was offered initially to stay 20% or do you think i'm being unreasonable? all i wanted initially was a proper apology but they haven't even done that! Cheers Steve

In June, I initiated a formal complaint with Virgin Media as they came and installed a media cable onto my property without my requesting it (eg they basically came to the wrong address!). In doing so, they drilled several holes in my front garden wall, damaged a plant, etc. Whilst they have since returned (after I brought the mistake to their attention) and removed the cable, I still expect them to restore my front wall (which is fairly new) to its original condition and pay compensation for the inconvenience, recorded delivery, phone calls, etc. Despite an exchange of letters in which they claim to have repaired the wall they have failed to do this and have also said they don't believe they are liable for any of my expenses! I contacted the CAB who advised me to contact the Comms Ombudsmen (which I did), only to be told that Virgin are not covered by them. They put me on to CISAS, but it appears I can only use them if I am a customer of Virgin (which I am not). I'm running out of ideas on how I should proceed now. I even tried raising it with the Police as I believe it constitutes criminal damage, but they didn't seem to share my view. Any advice on how I can get this matter resolved? Is it time to appoint a solicitor?

I have written a complaint on Virgin Media's forum re my recent treatment and service. I originally phoned over my Wi-Fi not working but it's opened a whole can of worms. I don't know whether I'm making a mountain out of a mole hill but I would like to think not. Please take a look and let me know whether it's me that being ridiculous or not.

does anyone have the virgin mobile ceo email address? i tried graeme oxby and i just got a delivery failure so not sure if thats still active thanks

Hi all, I am after some advice please. I have recently received my credit report from experian and there is a default from VM on there from 2010 which I know nothing about. The amount is only £114, which I don't mind paying if I do owe it, but I don't want a default on my account. I haven't been in contact with VM yet as I wanted some advise first as what approach I should take. Thanks in advance Steve

Hello everyone, I'm writing on behalf of my girlfriend's family here. They signed up for Virgin Media 6 months ago, knowing that they would be buying a house soon but referred to Virgin's Home Mover website which makes moving seem a breeze. They were renting, but bought a house 2.5 miles away from their rented one. When they informed Virgin they had moved, Virgin informed them that they (Virgin) were cancelling the contract as they offered no services in the new area, and that my girlfriend's family must pay the full cancellation charge of £240. I did some reading up (on Broadband Choices) and found that Virgin usually offers their standard broadband service on a smaller contract, so they asked if this was possible, Virgin refused and said cancellation was the only option. They didn't feel this was fair and so wrote a letter to their complaints department. A week later they have received no reply, just a bill for £240. Is this fair? Is there anything they can do to argue/fight this? Thanks very much for your help.

Had no clue where to post this. Anyway through the door this morning debt letter come for 200 pound. From virgin media/debt handed to some company. i actually forgot about this debt.the debt was about 7 years ago now they must of traced me. Am i right in saying debts go away after 6 years or something? I actually have virgin media services in my new property but nothing ever said.

I had virgin media installed in January and had all sorts of problems with them (should have walked away then!) but to cut a long story short they did a hurrendous job of wiring the system in, shoddy work, then we discovered they broke the HDMI port on our new TV. We can only now use the socket on the back of the TV which means we only have 1 HDMI port. On top of that the Virgin box kept resetting and freezing and was just awful. I have written to them twice with a list of complaints and cancelling the service (by recorded delivery) but they keep just chasing for money. (about £250.00) . They are ignoring my letters of complaint and I wonder what I should do next! thanks for any advice here!

Hi, To try keep this brief I've seen the adverts saying virgin were boosting their broadband speeds to 50Mb. My neighbour told me that he had been upgraded free after having some problems with his bill. So I spoke with an advisor on their web chat service who stated that in order to receive the upgrade we would need a superhub 2, a new modem that could accept the new upgrade, this seemed a bit strange as the equipment we had was more than capable of 50mb speeds. The advisor told me that the bill would remain the same but that we would need to sign a new contract for 12 months. However when we received the contract to sign it stated that the bill was for £52 with a 18 month loyalty discount of £5. This would make the bill the same as we pay now but it would go up by £5 in 18 months. I contacted Virgin and asked them am I paying for the superhub or is this a price rise, the advisor stated it was not a price rise and proceeded to state that we were getting a loyalty bonus for 18 months and avoided the question completely, it was only on the fifth time of asking he stated the £5 pm was indeed for the super hub 2. He offered me another loyalty discount and asked us to call them in 18 months to have it applied to the account, but I am far from confident about this. My concern here is that they have stated we will all get an upgrade and following research it would appear that we pay £20pm for our basic broadband package while new customers now pay £25pm for theirs and automatically receive 50MB connection, this would seem like a attempt to bring other customers in line with new customers receiving the same basic package, bearing in mind they have alreay appklied a price increase this year of about £2. If I return the super hub I will go back to the 20MB connection I received prior to the upgrade a package they no longer offer. Is this legal, is it not misleading, is there anything I can do?? Am I not entitled to the same basic package as everyone else as per the contract. I found this on their website Will my broadband speed upgrade cost any money? Absolutely not! Your speed upgrade will not change the amount you pay for your broadband service each month

Hello, I hope someone can help. I recently made an attempt to deal with some old debts, virgin being one of them. I contacted virgin to make a payment arrangement but they said that it had been passed on but couldn't tell me who to as it had sent back on passed back on and they didn't know who to. However, they agreed to take a payment of £5 towards the the £221 debt. This was last month. This week i have received 2 letters from Atlantis demanding money and threatening me with court action. I stress that I have received 2 letters within 1 week, which hasn't allowed me time to even respond to the first one. Please excuse my naivety but, this has really got my back up and if possible I would prefer to tell Atlantis where to go and deal with virgin direct. Although it had been passed on, virgin still accepted a payment from me, could i have a case to deal with virgin directly? I do find it rather odd that a company claim to have no power to deal with outstanding debt even after it is returned back to them but keep passing it on to a next dca, I suppose I will learn. If I can not deal with virgin, how do I move forward with Atlantis? They seem very unpleasant, do I send a letter offering an instalment plan? What are my rights if any?

I wanted to cancel my broadband / phone line service with Virgin. I phoned up to cancel a few months ago but was told of the cancellation fees so I didn't bother. I have recently found that I could cancel without charge because they are putting the prices up in February. But apparently you can only cancel a month after they first tell you about the price increase. The problem is they emailed me about it in November, so now the month has passed. I was wondering if there is any way that I could still cancel without any charge?

Hi, Just need some advise concerning a repair. I sent my Virgin (newly new) phone for a warranty repair, which was the on button not working, and they have found a second fault with the phone which is a faulty micro sd card slot. The sd card slot is being classed as accidental and now they will not repair the original, in warranty, fault without me paying for the second fault to be repaired. What are the rules concerning repairs under warranty. thanks Richard

Hi all. Hoping for some guidance on a mortgage which is heading towards the end of it's 2 year fixed period, seems as though Virgin Money have made a mistake. In June/July 2012 i went to buy my first house. Things didn't quite go smoothly and we didn't complete until Nov 2012. The mortgage we took was a 2 year fixed rate with Northern Rock (now Virgin Money). Everything's been fine since, but today we got a letter through the post from Virgin Money stating our fixed period is coming to an end and we'll be on SVR from 1st July this year. This is good for us as it'll be approx £90/month cheaper, but it seems like a mistake as the mortgage wasn't taken out until Nov 2012, so i would expect to be on the fixed term until Nov 2014. Have logged into my mortgage account online and it confirms the correct date my mortgage was taken out, but also says that special rate (i.e. fixed term) ends 1st July. Has anyone come across this before of a 2 year fixed rate only lasting 20 months? Also, if it is a mistake would i be liable if Virgin Money realise this at a later date and ask me to pay the amounts they didn't charge me for (i.e. the £90/month that SVR will be)?

OK guys I need some guidance please... I have been a Virgin Media National Customer for over 15 years, I have had the same 5 e mail addresses and I have moved once in that time, but remained a VM National customer all that time. When I moved in 2012 I asked if I could transfer to a Cable Customer to get a better broadband speed and the answer was no, then a chap contacts me last week to say he is coming round to survey my area to see if I can be a cable customer. He turns up, confirms I have the infrastructure in my road and offers me a move to Cable service and includes a TV package, the deal is struck and I sign and I'm told that the Cable service will be installed on the 5th April and my existing National Service will cease on the 4th April. I'm having work done on the house so it seems an ideal time for the cable service to be put in so I drill holes for the cable route and sit back and wait for the time to come. Saturday I receive a 'sorry to see you go' letter from VM telling me my service will be disconnected from that day - I check the phone and while I still have dial tone and the internet service is still working I cannot make or receive phone calls. I get straight onto VM Customer Services and after spending most of Saturday on their 0845 service from my mobile I'm told a mistake has been made and my service has been ceased early - I respond that it is still connected but restricted and I'm told the same thing applies and they cannot get it back on, I'm told to call and complain on Monday. I call back today and after 3 hours (I'm not exaggerating) I eventually get told that my National Service has been ceased wrongly and I will have to wait to see if the Cable Service can be provided, when I ask what they mean I'm told that Cable Service may not be available to me and they cannot reconnect my National Service. I have spoken, complained and requested escalation to no avail to many people within VM today, it culminated in me e mailing the CEO Tom Mockridge which resulted in a person from Customer Services contacting me and telling me the above. I have lost my National Service with VM and if they cannot provide the Cable Service (I doubt that they will as my council will not grant wayleave to dig up roads that were only laid last year) they are just going to wave goodbye to me as a Customer as they say they cannot reconnect my National Service. As I write this my dial tone is still present and my internet access is working, as a Telecoms Manager with the NHS I cannot understand how they cannot just reconnect me as a National Customer. Their Customer Service is appalling, at one stage I was put through 3 times to a different Customer Service Agent with no information being passed on and i had to explain the same story 3 times over. The change over has already cost me £25 which I will insist on getting back if they cannot achieve anything, but more importantly I have lost a service that I have had for a number of years. The inconvenience in changing the email addresses alone is huge, especially as the e mail address I had was xxxxxxxxxx which is a very rare thing by today's standards. Has anyone got a senior contact in VM that I could get involved in this to get my National Service reinstated?

I have just moved into my own house, which service is best Sky or Virgin Media?

Hello everyone, new here so sorry if I'm posting in the wrong section. My problem spans across a number of years and also relates to my times as a student. While in my last year in university i took out the 9 month student deal with virgin media for there internet package. I was only at the property 10 months and before i left the property the phoned to make sure that the contract had ended. I believed it had ended, and seeing as it was only a 9 month contract i believed that it would end after that amount of time regardless. That was around 3 years ago, iv recently bought a house with my girlfriend and while sorting our finances out i discovered that they had been taking out £20 a month for the past 3 years! I quickly got on the phone to them to resolve this issue and explained my situation, they said they had no record of me cancelling the contract and that if i didn't phone to cancel it they it would carry on, hence the 3 years of £20 payments. They had trouble finding my details on their system as i didn't have any account numbers or letters off them but eventually found it. They cancelled the contract and told me that no more payments would come out. So far they haven't. Now my girlfriend works for a bank and told me about a direct debit indemnity, i am yet to speak to my own bank about this but was wondering if anyone has any experience with this, or has been in a similar situation and what was the outcome? Any help would be greatly appreciated. Thank you. Daniel.

Been with Virgin Media for a number of years, but am now concerned. I moved house back in December. The account was cancelled and a new one setup on the 27th December. They billed me from the 27th December up until end of February. Payment was taken from my account on the 6th February; how can the payment be taken before the billing date ends? When I got my bill, they were charging me £140. I objected and kicked up fuss. They basically wanted 2 months in advance. I have not signed a contract with them. I want to cancel, what can anyone advise me to do as I am fed up with how they are charging for 2 months in advance. Can they legall do that?

hi guys I stumbled across your website and forums earlier today via iphone and I found a thread which I wish to read in greater detail on a larger screen As a newbie and the fact you guys all seem really helpful, can you assist with the following: 1. how and where can I find the thread I first came across (its dated 2008) 2. where do I search for said thread I hope someone can help me as this thread is important and I wish to bookmark to help me

Hello, Please help me out as always. I have the RTB and applied for a mortgage from VM, they know I live in a council flat hence the RTB after the valuation report they told me they can't now lend to me on for the following reason Ex Local Authority, Housing Association or Ministry Of Defence (MOD) flats are acceptable in blocks to a maximum of 3 storeys. That I live on the 3rd floor which makes it a 4 storey building, beside the council consider my flat as 2 storey, just depends on which side of the building you choose to stand. Question is would you consider my flat as an Ex local authority flat? and can i argue the number of floors

I don't seem to be able to get through to Virgin that I just want a response by email to my simple query about why I've been charged for two landline calls that were in my allowance (never use it all up these days). I have received no response to this - just keep getting someone phoning me up, from abroad so the signal keeps coming and going, echoing on the line so every word I say is repeated, I cannot understand them half the time because of the poor line quality and that their regional accents are hard to understand. demanding the whole password and security answers, and completely ignoring what I say to them, which is not good enough. I have asked them to stop calling me, but they keep doing it - I've had to turn my phone off to get some peace last night and I don't see why I should pay to call CS to tell them they've made an error and ask for the overcharge to be refunded. And I'd like it in writing - so I have proof that they are going to refund it. Is there a rep here who can sort this out and get the bill corrected?

I made a call from my virgin mobile to Traveline 08712002233 to find out if a certain bus route was operating as normal tomorrow, as the young person I look after was panicking about getting to her boyfriend's for Christmas. I was on the phone for 2 minutes 45 seconds. A bit later I had a text from virgin saying I had nearly reached my credit limit. I was confused as my bill is only normally about £25. I went online to check my bill and I have been charged £67.94 for this one under 3 minute call! Does anyone know if this is correct? And is there anything I can do about it I'm a full time foster carer and can't afford to pay this. Any advice would be appreciated.