Virgin Media

Last November I contacted Virgin to add Talk Anywhere 400 to my services. The person I spoke to suggested that I upgrade my broadband package (to a higher speed) as I am a long standing customer, in order to take advantage of a £17 discount. I agreed to this. At no point did this person say that there was a minimum contract commitment. If that was the case I wouldn't have taken the upgrade, because I knew that we were due to move house in the next few months (and hence almost certain to change providers). I received a letter from Virgin Media dated 5th Nov 09, which indicated that the broadband deal had a new 12 month contract term. I contacted Customer Care on 13th Nov to clarify this. I was told that the 12 months referred to in the letter was simply a commitment by Virgin to honour the discount that I am getting for the broadband upgrade for a 12 month period. However, he or she explicitly said that there was NO minimum contract period: I asked them to be absolutely clear about this, as I was concerned. I contacted Virgin yesterday on another matter. During the course of this conversation it was revealed that there is a £116.50 early disconnection fee applicable to the upgraded broadband service, because there IS in fact a minimum 12 month contract. I am appalled by this: when I was offered the upgrade I was not informed that there was a minimum contract, or of the sum involved if I wanted to terminate. When I received Virgin's letter of 5th Nov I reacted by calling Virgin again, and was again very clearly told that there was no minimum contract. I complained on-line to Virgin last night. Virgin contacted me today, and told me that as there is no record on their system of the phone call I made on 13th Nov, they will not remove the early disconnection fee. They obviously don't believe my version of events.

Posted by peach_athome at 13:31 on 12-Feb-2010

They enslave you to packages then cause faults causing endlesss waste of time trying to sort and money often ending up in brainwashed India. Their disability service franchised out only gives 0845 numbers they charge 2/3 times for then refuse to address when pointed out . Head office are just as negligent too.

Posted by skybluepink at 11:23 on 24-Jan-2010

I have been a customer with Virgin Media for a very long time now. I use Sky+ for my TV and Virgin for my phone and broadband. However after much though I decided I would like to change my sky+ TV to the V+ box. I called the Customer Service department to see about purchasing the V+ box and what TV package i could get; after 60 minutes on the phone with a very bad language barrier I had to put the phone down. How can Virgin Media paying customers sort anything out if their Customer Service department cannot speak good English! In a word - Virgin Media are useless.

Posted by tj_club at 14:02 on 02-Dec-2009

Having a problem with a dropping connection and just went through all the literature we've got to try to find a technical support tel number - the only thing we've got in ALL our intro pack and letters are internet links for support or an email address - not particularly helpful when your prob is that your internet has gone down. Wake-up Virgin Media, I appreciate you don't want to be bothered with unecssary calls but having a well-publicised tecnical support line for broadband problems is common sense - even Pipex, who I consider the worst ISP in the world for customer service, has a number on all their letters and intro info.

Posted by Anonymous at 11:21 on 17-Jul-2009

free broadband upgrade from 2 meg to 10 meg? Brilliant value. Well Done!

Posted by Anonymous at 20:07 on 14-Jul-2009

Virgin Media are one of three ISPs in bed with peddlers of DPI technology Phorm. Despite this use of DPI technology being illegal under UK and EU law Virgin Media have consistently refused to confirm their exact association with Phorm and have given a number of mixed signals. Due to their involvement with Phorm and their apparent disregard for the privacy of their users I fired Virgin Media after a discussion with their CEO's office was suddenly shuttered behind customer service drones. You can get cheaper, better, unchoked and confirmed Phorm-free ISP services from people like Be, Aquiss and Zen. Virgin Media and BT internet are happy to allow your internet usage to be monitored, logged and sold on for advertising purposes. Learn more at https://nodpi.org

Posted by Anonymous at 10:06 on 03-Jul-2009

Just had a home phone line installed. Really nice and polite engineer. Turned up on time and was finished in 10 mins. He even cleaned up after himself! Great work Jay! Insomniac666 http://www.digitaldirect.co.uk

Posted by Anonymous at 09:55 on 29-May-2009

Used to be with Cable Corporation which was ok then Virgin Media took them over and my phone bills went through the roof. Trying to cancel service is a nightmare you get the right run around with `press button 1' press this or that. Then being told you are through to the wrong dept and they transfer you to another no' that starts it all over again (at a cost to you!) In the end I pressed a button to say I was moving house, then said I was moving abroad and no longer needed a service. I had to give my daughters address as a last billing address but they could not explain why when I pay by direct debit.

Posted by Anonymous at 21:02 on 12-Apr-2009

Been on Virgin Media for a couple of months now, and have to say I'm really happy with the service so far - not as bad as people make out, though I suppose it helps that I know my way around a network...

Posted by Anonymous at 02:11 on 14-Mar-2009

Ever since i have included Broadband on to my package, we have been heavily overcharged without fail. Spent hours on the phone convincing they have made a mistake they appologise and then the same thing happens again.

Posted by Anonymous at 18:11 on 07-Mar-2009