Hi I am having some issues with Virgin Media and would appreciate some advice. I took out a contract with VM in February of this year when we moved house into rented property. It was an 18 month contract for phone and broadband only. Then in July we were given the opportunity to purchase a property on a government scheme in a new housing development which we did. I had hoped to transfer the contract over but VM said they couldn't supply me in the new property so I would have to cancel the contract but they would charge me £240 for the pleasure of doing that (the remaining months on the contract) I felt this was unfair as they can't supply me and I would have taken the service with me. I also have heard they turned down the option to install cables to the estate which would have allowed them to supply me. I cancelled the contract, cancelled my direct debit and wrote to their complaints department. To which I got a letter addressed to my new address informing me they only agree to supply the property at start of contract not the person therefore I have to pay up. I still don't think this right and refused to pay. I sent the equipment back. Then I didn't hear anything from then for a month. Yesterday I get a call from debt collection company saying they are chasing the outstanding fee. I am told the VM have written to me a number times but turns out these letters went to my old address as that's all they have on record. That isn't the case as they have written to me in current property. They also have my email address they could have written to me at but didn't. Generally I am fed up with VM and won't be going back even if they can supply me in the future. I would like some advice on where to complain to next, on what grounds and if I have a case. I was thinking that they can only charge me to cover their losses not a loss of income. The term in the T&CS sounds like a penalty clause which isn't enforceable in court. Mike

Hi, What do you think I should do? I ordered Business Fibre 152mb broadband in January 2015 Virgin required a £230 deposit which I paid. It is now a year later, hundreds of emails and hours of calls and 6 missed apointments and we seem no closer to an actual installation. Costs initially escalated from £60 for the install to a couple of hundred, and 2 months in I opted for a government Connection Voucher to cover it. Since then they have continued to rise and I've continued to agree to them as they are still less than the grant. Highlights include: a 3 month wait while Virgin was emailing the wrong email address to get the installation started being asked to pay £3895 excess costs which turned out to be a basic algebra error resulting from adding the £3000 connection voucher grant and actual £895 costs together waiting for contractors to not show up to do work on 6 different weekends I made a formal complaint in October and have a reference for it, but all the complaints department do is chase their Manilla call centre to give me an update, which typically doesn't contain any information. It has been a very frustrating year and the practical and financial impact on my business is huge. There is also no sign this is going to end with Virgin actually getting round to the installation... I've thought about complaining to CISAS, which is the ombudsman Virgin Media seem to be linked to, what should i be asking them for? Is there anything else I could do?

No idea how this company is legal. They're [problem] artists at worst and liars at best. I took out a phone contract around the 21st December as a Christmas present. The phone was obviously not used until the 25th and soon developed a fault. We called Virgin Media up about it and they sent us a replacement which took about a week to arrive. Alls well until the new phone develops the SAME fault with the screen. Call up to get another replacement, they refuse and say it's 'not a common issue with the phone' when a quick google search shows it's in fact a very common issue with pages and pages of people with the same problem. First lie. They offer to repair it which I'm not happy with as it should be replaced in my opinion as we only had it a week or so. Make another phone call a few days later to someone else who says the same thing. Make a complaint on the forum which did pretty much nothing. On Twitter, I was told that even replacement phones have a 14 day guarantee and if its within this time period it would be replaced with a new phone. Great, I thought. Recieve an email this morning which I'll just let you read for yourself - " So basically if it can't be repaired (likely as replacing the LCD is hardly economical) they'll just give me a refurbished phone... I am not even a MONTH into this contract. I've had a functioning phone for maybe 5 or 6 days at the most. I should recieve a NEW phone that works in its entirety, screen and all. I will not pay £32 a month for 2 years for a faulty or refurbished phone. Idealy I would completely cancel the contract but understand this will probably not be possible and I cannot afford almost £800 to buy out the contract. Please, please help. I've contacted the Citizens Advice Bureau but no idea where else to turn regarding this matter.

Hello everyone, In first place sorry for my English (I am foreing). I have tried change my services with Virgin Media to a new property after 6 month with the service. They said me is fine to move, but after they said new autorization from my landlord and neighbour, two flat below mine, one of them empty. My landlord send twice the paperwork and Virgin Media said us, they don´t have any reply. The customer service and process have been a nightmare. After that I have decided cancell, but I have a fee to pay around 130 pounds, I know is not a high fee, but I am really unhappy! because I have call them for almost one month a few times and the customer service have been very unprofesional. Any option to don´t pay the fee or just do a legal reclamation? I think is not fair if they can´t put the service after say me they can... and wait for one month to know anything from them. What do you think? many thanks!

I contacted VM in November to ask for a change from their V+ box to a Tivo box as we were on our 4th faulty V+ box. The first person I spoke to was in the Indian call centre. He told me this would be no problem and it would actually mean a substantial reduction on our current package price and we would get to keep our V+ box as a second box, replacing the aging Samsung SD box we had. However, when he said it would cost £25 to have the Tivo box installed, I was put through to Retentions as I felt we shouldn't have to pay this due to all the issues we had had with the V+ boxes. The girl from retentions agreed to waive the £25 charge and also said there would be a substantial reduction in our monthly package price, and quoted a £15 reduction. The Tivo box was installed a couple of days later, but the engineer said he had to install an ordinary HD box, not V+. As we were told that we would have a V+ box as our second box, I called VM and they sent an engineer out to install this. However, this month I noticed our services had gone up to £69 pounds, an increase of £8 on our previous charge. I rang VM last night and they said it was noted on their system that our sevices were to be £64 pm following the Tivo install, an increase of £3. He said there was no mention of a £15 reduction anywhere. It looks like we have been shafted by VM as we cannot prove we were told our services would be reduced. Is there anything we can do?

For a couple of weeks now my Virgin 100mb broadband connection has been very intermittent, and much of the time I lose it completely. I often work from home, and run three websites, so I need a reliable service. It turns out that the problem affects my whole area, and is something to do with high noise/low signal. When I first phoned Virgin Media about this fault, I was promised that it would be sorted within two or three days. Well those two or three days went by, and it still wasn't fixed. So I called again, and was told it would be fixed by the 9th, but it wasn't. So I looked on My Virgin Media, and it said that it would be fixed by 11am on the 10th....and you guessed it, it wasn't. So I called on the afternoon of the 10th only to be told that it would be fixed by 5pm on the 11th (very convenient that it was the end of the working week, so I would be fobbed off to overseas call centres). And yes you guessed it, it wasn't fixed. So I called at the beginning of this week, only to be told that the fault would be fixed by the end of August. Now how VM think that anyone would find this acceptable is beyond me. VM are clearly in breach of contract, by not supplying the service they are contracted to supply. So my next calls will be to OFCOM and BT (as BT Infinity is now in my area).

HiI was wondering if anyone can help me with this problem, yesterday (18/01/2012) I woke up to find that all three of my virgin services had been cut off (TV, Telephone and Internet) I phoned them up and they said that there was an over due balance on the account that that it would have to be paid off before they put ll the services back on, to which I told that that I had made the payment on the 09/01/2012. They informed me that I didn't and that it was not showing up on there end. We argued back and forth for awhile before I gave them the card details. Once I had done they they told me a payment had been made but the person who took the details (0n the 09/01/2012) had put them someone elses account and not mine, to which I went a bit mad. They then put me on hold for ten mins and then told me that they would refund the money and it would take up to 3 day to be returned. I then asked about the services that was told if I wanted them back on then I would have to pay the outstanding amount. Still not happy I asked to speak to the superviser and was put back on hold then hung up on (how nice of them). I then dropped a message to the CEO of virgin media from my mobile, whoes team was quick to reply and got my services back on but was told I still had to make the payment in 3 days. So today I wake up and they are all off again. So I do the same thing and phone them up and get told the same thing, there is a overdue payment and they would not turn them back one till the payment it recieved. Well after 20 mins they said they will put them back on but the payment will still need to be made for the overdue payment. I am wondering if there is anything I can do about this as it was not my fault but theres. Everyone I speak to from virgin wants the bill paid but it was there fault in the first place as they paid it into someone elses account. Now I bet they will charge me the £10 late charge fee aswell as the services being cut off tomorrow aswell. Any help would be really appreciated Thank you

i got a phone call from Virgin Media last week wanting me to upgrade to 30mb. for this i'd pay an extra £4 per month and i'd pay for the new hub [or whatever it's called] but can't remember the price for that. they said something about being on "10mb uplift" so i don't actually get 10mb. wtf? 10mb is what i thought i was paying for! i read something ages ago saying Virgin Media had announced it was offering a free upgrade to all its customers who use 10Mb, up to 20Mb and up to 50Mb services. so how come it's not free? can someone explain all this stuff to me?

When we moved house we got a non cable package. We soon learned that Virgin Media had the wrong address both me and the BT contacted them to have this changed. It took several months and loads of phone calls. For them to change it. They only managed to get it right when I cancelled their service. In the mean time our internet was terrible. It was slower than dial up and would disconnect several times a day. We tried contacted them but we always got the same rubbish answers that the fault was most likely in the house and they don't cover it. They offered speed tests but told us that everything over 0.45 MB was acceptable even though our line can handle 3MB and the subscription was up to 20MB. As you can imagine we finally got fed up and cancelled the account including the direct debit. Ever since we have sky and it turned out the problem was never in the house but on their end. They send me a letter with disconnection fees and a request to pay. I contacted them that I was very confused since they told us we already payed for the last month when we first switched and that I disputed the disconnection fee since they were not providing us the correct service. I wanted tio have copies of all the bills that were send to the wrong address. I then got a phonecall from moorcroft. I told the man on the phone I was not willing to pay disconnection fees since they were not offering us the service we were paying for. He assured me it was a standard letter and in reality it was just the last month without a disconnection fee. So I told him great and asked if he could send me the bills so I could double check and then pay. But he refused saying that Virgin did change my address and that was the end of the matter. All the missed bills were of no consequence and lost forever. If I didn't pay he would send a bailiff. So I told him I refused to pay in that case. Is there anything we can do? If the amount is correct I have no problem paying but don't we have the right to check. He kept insisting that his verbal word was enough but after months of hearing different answers I'm not willing to do anything over the phone. Thanks for any advice.

I have just got a credit report from Equifax and in the section for linked addresses fro credit agreements is an account from Virgin media at my address which I left in 1996 stating a balance of £39 and "up to date" it shows a start date of 1991 and is still being updated on a monthly basis. I asked Equifax to remove it via their raise a dispute onilne service as the account has been dormant for over 15 years and any debt would be statute barred, this is the response from VM when EQ got in touch. Response (Administrator) 09/03/2011 03.33 PM Portfolio Number:34350542 Please be advised the current balanc eto show zero however it should so as defauklt balance still.This would remain on the file as defaulted however due to the age of debt we would not chase this amount but if customer would require services again then payment would be required first. Got a letter from EQ today basically saying financial information appearing in your name at this address cannot remove it, stays on report 6 years after settled or defaulted. Does this mean that despite the fact that this account is at least 15 years old and no transactions have taken place for at least 15 years they can still keep it on my file?

Last November I obtained a MAC code from Virgin (ADSL) and tried to migrate to BT. BT initially told me that the MAC code from Virgin was invalid, so I called Virgin and obtained a new one over the phone. With that, BT successfully completed the migration and started providing my phone and broadband services. Virgin have not stopped taking money from me by Direct Debit each month. I called to query this and they deny ever having issued the second, valid MAC code. This is due to their policy against keeping records of phone conversations - I learnt my lesson and now only communicate by email. Despite the fact that they no longer provide me any services, the amount of the bill has fluctuated wildly, implying that they are charging for something like phone calls - which is impossible because I now pay BT for all my phone calls. I have never been provided with a bill by Virgin - for years they have failed to give me access to my 'eBilling' account. I never found this too much of a problem in the past as they were providing a service for which I was happy to pay. Now, it's a problem, since I need to see what they're charging me for! My next step is to call BT and ask if there is a reason the migration did not succeed, but I expect they will confirm my suspicion that it is Virgin's error. Either way, what rights do I have? Can I expect the company in the wrong to refund the excess bills? Should I cancel the Direct Debit to stop Virgin taking more of my money with little chance of recovery? Or would that make negotiations even more difficult? Is there any legislation or regulator I can use to force Virgin to let me see my bills? Help me CAG, you're my only hope!

i set up a direct debit twice and both times it's failed. on my Virgin bill it just says...D.D Denied-No Account i have def' given the correct bank and virgin details, but Virgin don't seem able to take out the money. *september - set up direct debit *5th october - D.D Denied-No Account *on holiday so didn't find out until got paper bill [i usually get E-bills] sometime after the 18th of october [when i got the REMINDER bill] *22nd october - paid balance by PayPoint. *6th november - sent DD form to set up direct debit AGAIN *7th december - D.D Denied-No Account -> i found this out on the same day because i happened to log into my virgin account to see what phone usage i'd been charged so far [for my bill due in about 1 and a 1/2 weeks time] i changed to paying by direct debit so i wouldn't get the non-direct-debit fee, yet all i've had is stress because of this. what's going on?

they charge 10 pound if you're late paying your bill. that hasn't happen lots, but i wondered. they charge 5 pound per month if you don't pay by direct debit. i've had those fees since i joined Virgin Media in january 2006. they charge 1.25p per month for receiving a paper bill...instead of just an E-bill. which i have also been charge for since i joined in jan' 2006.