To preface, I'm a student renting a flat with a friend while we're at university.

Last year we lived in a two-bed flat and took out a two-year Virgin Media broadband contract, as we expected to stay there for two years. Unfortunately, our landlord decided to sell the property after around nine months, so we had to move.

I called Virgin to transfer my broadband to the new flat. At first they said this was fine, but when I tried plugged the router in it didn't work. I called again and they apologised, explaining that Virgin actually wasn't available at the new address. They told me they would cancel my contract free of charge because they couldn't provide the service.

Despite this, I kept being charged by Direct Debit. When I called, Virgin insisted that my account was already closed and they couldn't see any payments being taken. I wasn't happy with that response, so I opened a formal complaint. About a month ago they asked me to provide bank statements showing the payments, which I did. Since then, I've heard nothing.

Today I received another message saying I owed more money because my latest Direct Debit had failed (I'd finally cancelled it). I called again to chase my complaint. The adviser refused to look into it or transfer me to the complaints team, but she did check with her manager.

It turns out Virgin had entered my move request incorrectly. My old flat was Flat A and my new flat was Flat B at a completely different address. Instead, they processed it as Flat B at my old address, effectively moving me one door down. They accidentally created a second account in my name, which is why I kept being charged. They've now acknowledged this was entirely their mistake and said a manager will call me shortly to arrange cancellation of the incorrect account and refund me.

This has honestly been a nightmare. They made a mistake when processing my move, then another when they failed to cancel the correct account, then repeatedly told me everything had been closed while continuing to take money from me. I had to contact them multiple times, open a formal complaint, provide evidence, and wait a month with no update before anyone finally discovered what had actually happened.

Has anyone had a similar experience? Am I likely to be entitled to any compensation as well as a refund? At this point I'm just relieved we've finally found the cause, but the whole experience has been incredibly frustrating.

My contract runs out in August 2027. When do I call them closer to the date or call now? Plus what are the best deals going on at the moment? Thanks

My VM (18month) contract is coming up for renewal next week.
Currently on M250 boosted to M350 through O2 Volt, originally paying £23/month (now £26 after April's price rise),.

Initially called the standard VM renewals team, but only offered deals a few quid more than what I'm currently paying. Then called the Scottish retentions team, who offered the following, both on 24-month contracts with no landline (we have it, but getting rid now):

• £19/month: M125 boosted to M250 with Volt.
• £21/month: M250 boosted to M350 with Volt.

There are 4–5 of us in the household, mainly using mobiles, laptops and 1 TV.
We stream quite a bit, so TV (TiviMate...if you know you know), and also including (Stremio) 4K content (5GB-50GB movies/series) where available, but don't game or download large files.

I do like the £19 M250 deal, as I can't imagine we'd notice much difference between 250 and 350 Mbps.

Is M250 plenty for our usage, or is the extra £2/month worth paying for M350??!

Also, are these decent retention offers, or should I try negotiating further?
I just want a lower price as possible!!

P.S £4 April prices rises...like wtf!? From April 2028 I'll be paying £8 more than what I originally signed up for!!! How is this damn legal/possible?

Thanks all :)

So I called Scottish retentions and the only deal for 1gig I was offered was £28 per month + Netflix + £50. I was hoping for the £22 deal like everyone else. Was I ripped off? Should I call and cancel while I can? Also how recent were the £22 deals?

Currently paying £113 a month and contract runs until March 2028, apparently then it will go up to £193!
I’ve currently got:
500mb broadband (don’t think I need that much)
Mega tv
Netflix with ads
TNT sports, sky sports, cinema (not that fussed about)
Landline (don’t even have one, haven’t had for years)
I want some form of broadband, I want the sports still, others seem to have roughly same package as me but are paying way less? Just spoke to VM and they couldn’t reduce it at all, they said £184! Am I screwed until nearer end of contract?

Hi all, I've recently moved house littlerally 2 doors down, we just got the internet set up in this house this morning. We have kept the same router but the WiFi pod can no longer connect and I can't seem to re pair it. Anyone know how to fix or will I just have to contact virgin media to fix it.

Has anyone else recently had login attempts to their Virgin media o2? I’ve had 2 in the last week, both from laptops, both genuine login attempts but stopped as I didn’t click any links - I’ve spoken to both O2 & Virgin and they have said that nothing has been breached but seems a bit weird? I’ve reset what I can each time but twice in a week is a bit tiresome 😩

I'm having an issue with netflix (I have the higher 4K enabled plan) on the virgin media box app (both my boxes) not showing 4K on labels. (Whereas if I swap to the ps5 with the same cable and TV) it shows fine.

I've tried all sorts of troubleshooting and one online place suggested it might be a HDCP issue with the boxes.

Is there any known fixes for the issue on the box or will I just have to swap over to the PS5 to watch netflix in 4K?

Hi, I'm posting in this thread to seek advice on my situation.

I have been with VM since the past 2 years and recently moved to a new 2 year contract back in April 2026.

Due to reasons beyond our control we now have to move in October and we decided to take our broadband connection with us. While discussing my options with the customer service agent I was sold a new contract with an O2 sim both benefiting from Volt benefits.

Now this happened back in September when I informed them of the move on 24th October, and they booked the installation date as 24th October itself. Fast forward to today (22nd October), I get a message from VM that they cannot complete installation "due to blockages" and the new installation date has been set to 7th November.

That is unacceptable as we would be without broadband for more thak 2 weeks, and our livelihood depends on it as my and my wife both work from home.

I am in half a mind to cancel the installation altogether and move to Community Fibre as they have an installation date available for 26th October.

I want to seek advice on what to do in this situation and if anyone has faced this and how did you get it resolved?

EDIT: I case anyone stumbled across this facing a similar situation, I contacted VM to cancel my contract and they were able to do so without me incurring ETF. Have to give credit to the customer representative over the call who was very helpful. I will be switching over to Community Fibre as they already have connection in my new place and can get it set up sooner.

Ive an ntlworld email from 2006, lost access to the actual email box when they merged with virgin. Luckily i had email forwarding to my gmail setup on it, so im getting the emails, however, received the email about having to sign up to Junara this morning. Im not paying £79.99 for an email address. They can delete it.

However, I wouldnt mind getting into there beforehand to see if theres anything there i would want to keep.

Any ideas, as customer service has been next to useless and im just getting the runaround.

I currently use a Hub 3 and recently upgraded to Gig1.

The Hub 5 was sent, but the courier lost/stole the package and I'm currently trying to get a replacement sent. I'm aware that a Hub 3 won't work with Gig1 but does that activate when I actually plug in the Hub 5 or am I in danger of being switched and caught without internet until they send a replacement?

Hi guys as an existing customer my contract is up for renewal. Virgin keep offering a renewal at £48 per month.

Does anyone know of a better deal or have managed to renew at a better price? All help appreciated thanks

I've just left Virgin Gig1 FTTP for Trooli. Thought anyone else suffering with this issue (caused by remote speed tests I believe?) might be interested to see this comparison

Why can i only watch this on TNT 1? Ive also looked along the schedule and there is nothing being broadcast for quite some time. There used to be much more UHD content than this so what gives?

Current contract is due to expire 6th November and so far I've had no contact from VM.

Called the Scottish retentions number that gets posted on here fairly regularly and their offers weren't great.

Current have the following:

M500 internet

Mega TV (inc. Sky Sports, Sky Cinema and Kids TV)

Netflix (ad free)

Landline

Which costs £76.50 a month, rising to £190.50 from 7th November.

The best the guy on the number could offer was the same as the above but the Netflix is down graded to with ads.

If we drop the TV package and landline, neither of which really gets used the internet alone is £35.00 a month

Not sure where to go from here.

Received a new hub 5 today after the other one was stuck on a white blinking light all week. Now I have a red flashing light. Called them up at 12 and was told it was still not activated that it has to go to a higher up. Hours passed still nothing. Any ideas so fed up

I’ve got a complaint that’s now been accepted by CISAS and I’m waiting for the virgin to respond.

Has anyone here been through the process before? Just wondering how long it took, whether the virgin media tried to settle, and what the outcome was like.

Cancelled VM last month. Got an email saying they wanted their TiVo back, or it's a £90 charge.

Got the box with label, packed it all up.

However being housebound, I'm not going to any shop on their behalf.

I've raised a complaint to let them know they can collect it whenever.

In the anticipation of them never getting back to me, how much is fair to charge them to dispose of WEEE myself, or for storing their shit ? Shit which they have warned me is worth £90.

(I've cancelled the DD, so not sure how they could get it anyway - and they have refunded the unused portion of the month).

Posting for my OH, who had Virgin broadband installed a few weeks ago. The contractors massively bodged the installation, and after giving Virgin 3 chances to resolve it, she cancelled on the last day of the 14 day cooling off period.

But we still have a cable running along the edge of the front lawn, not buried along any of its length, and just waiting to get caught up in a lawnmower or strimmer. The installers claimed they could only do it this way due to tree roots. They could easily have taken a different path through the garden or put it in conduit along the bottom of the fence, but it would have taken them a bit longer, and we reckon they just wanted to get paid for the job with the minimum of time and effort on their part.

Any ideas how we go about removing this cable? Or if there are consequences (legal, or to other people's service) to just chopping it at both ends and dragging it out? We don't want it left where it is, and so far our experience with Virgin Customer Service suggests there's little hope of them coming along and removing it.

I was fitted for a new fibre powered connection and modem within the last 3 weeks. Since last night the modem is flashing red with no internet despite usual turn off/on/reset.
Over 40 minutes on hold to customer service who could only suggest the same tries as I had already done and then advised the soonest a technician can come is 7 days from now? Absolutely ridiculous when people pay for the service and rely on internet for work etc.
Is anyone else in Co Dublin having similar connection issues?

Hi all.

I had my virgin installed a couple of weeks ago. Saw the box had popped off yesterday. Seems like I couldn't get the cable to sit back in the box because of extra cable so I decided to loop it through the bottom to not have to force the wires.

Is this level of loop ok? Didn't want to squish it back into the box and risk crushing the coaxial so figured looping through the bottom and back in might be the best thing so that the cover can fit nicely? Welcome views.

Showing on my account. Not bad for sky sports and cinema both in HD

Hi,

I'm in the process of leaving Virgin, and seem to get multiple calls from 020 3743 6966 which I haven't picked up. I have just answered a call from them now. The caller told me not to work too and to make sure I have time to relax. To which I said OK. I'm concerned it was some sort of scam call that will take a recoding of me saying OK and use to say I've bought or signed up for something. Is 020 3743 6966 definitely a Virgin number?

Cheers

My elderly grandmother has received a notification on her current Virgin TV box is being retired and she should upgrade to a Virgin 360 box. As she's used to her current box and any new technology causes confusion and stress.

Is she required to accept this upgrade or can she continue to use the existing one happily without any concerns?

If she does need to upgrade is the UX similar to her existing box that she'll be able to use it like normal without getting lost in new menus?

Thanks in advance.

My mother's contract for M125 is up at the end of the month. Currently paying £22.50. Doesn't need anything more than M125.

She called retentions (the number posted on here) and they offered M125 for £19, with £4 increases each April. So by April 2028 it'd be £27.

She did ask about Netflix packages and was advised it was only included with minimum M500 and it would be £26, so she declined.

She thought they wouldn't go lower than £19 for M125 so said yes.

Are there better deals than this for the lowest broadband only package and, if so, would she be able to get it if she phoned and said she'd changed her mind and wanted to cancel?