Virgin Broadband - moving house problems

smithricharde

Advice and help please!

I moved house a week and a bit a go and took my Virginmedia Broadband with me. I was told that I would be put onto a 12 month contract and confirmed it would be £10 a month which I was paying before.

However the contract turns up and tells me it will be £18 a month! More phone calls and being put on hold then followed whilst I try to sort this out. After I am told nothing can be done, then they can do something for six months, eventually it is agreed that I could be charged £11 a month and have a £1 ebill discount applied each month for the 12 months.

I emailed them asking them to confirm the cost of my contract and was told that it would be £11 for 6 months and £15 for the next six months!!!! Again more phone calls, holding and transferring from department to department. At this point I am told no such deals exist and they can't do it. They tell me the person who initally told me £10 would call back later in the day but surprise, surprise they didn't!

More calls and transferring today and still no resolution! I said I wanted to cancel my contract and am told that I need to pay a cancellation fee as I was still under contract at my old house!! This would be £65!! I ask to speak to a manager but they are unavailable!! Again I'm told someone will call me back but I still wait!!

This is on top of me having to chase them to get my connection working properly again being passed person to person, again needing to call to reactivate my email address, previous billing problems... I stuck with Virginmedia before as I don't have to get into paying landline charges as I can use my mobile for phone calls.

Any advice what I should do?!

macman

You were previously on Virgin Media's cable service? Are you still on this, or are they moving you to Virgin National ADSL service because you are not in a cable area any more? If the latter, then it will cost more as the tarifs are higher for the ADSL service.
If not, I don't see why they say the price is increasing-what is their explanation?

PeterSc_2

I had massive problems with Virgin, when I moved to a new property a month ago. Basically, I booked an engineer in on the day I moved who didn't show up. The reason stated was that I didn't have permission from my landlord, even though I would of got it prior to the move if they asked for it. I went through the process of getting this done, another day off work and another engineer who didn't show up.

After I think - in total 16 phone calls to Virgin over 3 weeks, it was estabilished that they would need to get permission from the council to install a new line as it required work to the road. I couldn't fathom another 4 weeks of no broadband. So after a rather terse complaint letter to Virgin I managed to get my account cancelled. I just felt that the left arm didn't know what the right arm was doing. Funny thing was, the guy who showed up to collect the modem and box said the couple next door had virgin!

Basically to resolve your issue, I suggest you write to Virgin clearly outlining your complaint, the communication you have had with them, the poor customer service you have experienced and your expectations moving forward. Try to clearly outline the facts in your letter and what your expectations are. Their complaints address is:

Virgin Media (National Broadband complaints), 160 Great Portland Street, London W1W 5QA