Problems with Virgin Media - please help!

Maybe its not the staffs fault, they dont all have the authority to credit the accounts with money, did you ask to speak to a supervisor at all,

This isn't going to make you feel any better.... but at least you'll know you aren't on your own....

My son gave a months notice to cancel virgin last May. The account was cancelled on 23rd June. They came and took his BB router and set-top box that day. He changed to a BT carrier for phone and BB, and freeview for TV. He actually cut the Virgin Cable and plastered over it.

Because his account ended in the middle of a billing month he still owed 2 weeks money. Thats when the fun started... they continued billing him every month. He cancelled the DD, but they kept on billing him. Phone call after phone call failed to sort it out. Then they set the debt collectors on him... but did they terminate the account? Nope, they kept on billing him. He gave up trying to sort it out, so I took over. By this time he 'owed' over £300. One day I spent 4 hours on the phone determined to sort it out. I was eventually put through to a customer complaints department. A very helpful lady confirmed the date he gave notice and the date the contract terminated. She worked out that he owed £26.

She suggested (wait for it.....) that I pay the full £300+ and then when the credit had been authorised it would be refunded. Yeah right!

I paid the £26. He got an invoice showing the £26 as a REFUND by virgin, and a demand for the balance AAARRGGHHHH

Many many phone calls later, they finally adjusted his bill, and started sending him final demands for..... 7p...

He paid it to get them off his back.

That was in March this year. However, he did finally get an invoice showing nil balance.

You'd think that would be the ned of it. But no. The debt collecting agency still insist that he owes £160. They have sent debt collectors round to his house, and letters threatening to take him to court.

I phoned as couple of weeks ago and told them to please not send any more letters, just to start court proceedings as that is the only way we are going to put an end to it. Oh, and by the way, we will be counterclaiming for upset and distress (my son is disabled and has spent 3 of the intervening months in hospital, including a spell in intensive care, which they have been notified of, by phone and in writing).

This week.... another demanding letter, offering to accept payments of £10 a week off the debt, otherwise they will go to court......

He has now moved. Be interesting to see if they catch up with him..

The moral of the story... take the name of everyone you speak to. Ask to be put through to customer complaints, and confirm everything in writing.

Good luck!!!

So, the much-hyped conversion of NTL-Hell into a friendly Virgin-like company was just spin then.

........ there would be "significant participation from the Virgin Group and Virgin Management to secure Virgin culture and ideals throughout the organisation", which would lead to "significant operational improvements with increase in broadband sales and improvement in customer care".

Execs also talked of "Virgin know-how [to be employed] to enhance customer facing functions".

Indeed, Sir Richard Branson is so passionate about his brand that he told Bloomberg that the renaming of NTL would only get the go-ahead once customer service issues had been resolved.

Yeah, right.

Following their complaints procedure usually gets results.

http://allyours.virginmedia.com/pdf/code_of_practice.pdf See 5.5