My First Ever Problem With Virgin Media

[barry1010]

I have been a happy customer for over 20 years but today had a nasty experience.
I had an email thanking me adding Sky Cinema to my package and informing me of the new contract and new price.
I didn't do this.
I phoned them up and was told I had done it via my TV. I know I didn't do it and my wife assures me she didn't do - she has never delved in to the settings or apps.
My oldsters don't touch the tv remote.
I am assured that the new contract has been cancelled and I am back to the original contract but it is still troubling.

Has any other Virgin customers had a phantom expensive addition to their service?

[Giggsie]

That’s shocking Barry shows how easily it can be done. Hope it’s sorted for you.

[barry1010]

Hope so. I would like a proper explanation as to how it happened but that's not going to happen. I will stop the DD and make a manual payment if they try to charge me the new rate.

[Hymie]

I’m with Virgin Media (and have been since the days of NTL) – they’re expensive enough without any add-ons, but I’ve not had them add anything like this.

Maybe time to change your remote pin code – mine is the default 1234.

[wolf63]

I have been with VM one way or another since 1989. I had no problems at all until ...

I wanted to transfer my VM account to my new flat and take out a rolling contract for my old flat - which, I was assured, would be simple. I was also due to change to the new digital phone system at the same time.

It wasn't.

I had various things go wrong, the worst being someone at VM making a VM/O2 account up for me and charging me for the privilege.

I did have access every day to my emails and internet but every time I thought that it was settled I'd get another crazy email.

Phoning them was a nightmare - some chap in India kept saying that it 'wasn't meant to do that' or 'I will find my supervisor'.

I ended up speaking to the retentions team and fraud team who resolved the issue with no problem. I am still paying for a VM home phone package that I have stopped using - taking the package off my total bill actually made the cost more expensive.

I'm off out - have a good day to everyone.

[barry1010]

Good idea, Hymie, will do that now but I'm convinced nobody here did it.
It's bonkers that taking the landline from the package increases the bill especially as the landlines will eventually be connected to the internet and not use a phone line.
I ended up with Virgin when they took over from Telewest, I still have the .blueyonder email addresses. That was probably 1989.

[Hymie]

I’m rarely asked to enter the pin code to watch anything on my Virgin cable box – from memory it’s only when watching some film with a PG (or higher) rating during daytime.

[bednobs]

yes! about a year ago i had an email from them thanking me for changing my package. I DID NOT (i haveas little to do with them as possible) it couldnt have been anyone else in my house, and when i rang they insisted i must have rung to change it.

[barry1010]

Glad I'm not alone, bednobs. If I had a cat I'd be blaming him

[Zacs-Master]

Are you sure the email was actually from Virgin Media?

[barry1010]

Yes, I spoke to them and they insisted someone in the house did it yesterday.
I've had cancellation email informing me that I've been charged 70p to cover the time we had Sky Cinema.
I've registered a complaint

[Hazlinny]

Barry/ Don't know if it is relevant in your case but there was a Virgin Media email scam in July this year - check Google.

[barry1010]

Thanks, Haz, always good to be aware of scammers